In conversation with Bechara Sader, General Manager, Shangri-La Bosphorus Istanbul (Exclusive Interview)

How is Shangri-La Bosphorus positioned in Istanbul’s luxury hotel sector? including USP’s and comp set. 

Blending Shangri-La’s renowned Asian hospitality with Turkey’s rich local culture, Shangri-La Bosphorus, Istanbul has been the pulse of Istanbul city for the past eleven years. The epitome of refined luxury, it offers guests tastefully decorated rooms and a premium collection of restaurants with a welcoming and stylish ambiance. As a pioneer in luxury hospitality in the city, what makes us unique is overlooking the mesmerizing Bosphorus with an array of carefully crafted authentic experiences to help our guests find their own Shangri-La in our beautiful destination where East truly meets West.

Our historical building from the 1930s is also known for more than 1,000 pieces of European and Asian art displayed throughout the hotel. The grand staircase and two-story crystal chandelier serve as the perfect backdrop for events, especially weddings, offering an unmatched setting in elegance and style.

At the heart of Istanbul, our innovative culinary experiences, personalized service, and luxurious wellness offerings redefine luxury. Committed to surpassing discerning travelers’ expectations, we blend traditional charm with contemporary luxury for a timeless elegance anchored on the Bosphorus.

What is the guest profile? Which are the key feed markets? – do you see opportunities for new markets 

Our guests typically are discerning travelers seeking luxury experiences. Key markets include Europe, the Middle East, and increasingly, Asia. We’re exploring opportunities in emerging markets like South America, where interest in unique cultural and historical destinations is growing.

Do you also attract locals / non-hotel guests? What about events? 

Absolutely, in the heart of the city, with an enchanting view of the Bosphorus, our hotel is not just a haven for international guests; it’s a bustling hub beloved by locals. I believe that a remarkable hotel should be a local favorite—a place where people gather, dine, and embark on a journey to tranquility.

Our Lobby Lounge, a rendezvous for our exclusive afternoon tea, invites guests to indulge in sweet and savory delights amidst the melodic tunes of a live pianist. The award-winning Shang Palace breathes life into Shangri-La’s Asian heritage with authentic Cantonese dishes, offering an elegant backdrop for gatherings of all sizes. IST TOO, a culinary marvel, tantalizes taste buds with global flavors from the Mediterranean, Southeast Asia, Turkey, and Japan.

Le Bar takes international cuisine to new heights, complemented by signature cocktails and refined spirits, perfect for unwinding with friends over sharing platters and tapas-style dishes. Chi, the SPA, is a true escape, offering the epitome of relaxation with indulgent private spa suites, hammam facilities, and organic products that soothe the mind, body, and soul.

This unique blend within our hotel creates a vibrant, culturally rich environment, making every visit a dynamic experience. Our events, ranging from corporate meetings to social celebrations, echo this fusion, attracting a diverse audience of both local and international patrons. At Shangri-La Bosphorus, we are not just a hotel; we are the pulse of Istanbul city beckoning guests to join us on a journey of culinary delights, serene relaxation, and unforgettable moments.

Post pandemic, has the perception luxury changed? – expectations, time of booking, type of accommodation, length of stay 

The pandemic has accelerated certain trends, but we believe this evolution aligns with the direction we were already headed in. Travelers’ expectations in luxury continuously evolve, and a shift towards more personalized, experience-driven offerings was emerging even before the pandemic. The health-conscious aspect, while emphasized by recent events, is part of a broader movement towards bespoke, meaningful travel experiences. Guests now often book closer to their travel dates, seek spacious and sanitized accommodations, and prefer longer stays to fully immerse themselves in the destination. 

It’s not just a reaction to the pandemic; it’s about adapting to the changing landscape of luxury hospitality.

How important is the affiliation to Shangri-La Hotels?

Being part of Shangri-La Hotels is pivotal and significantly enhances our capabilities and inspires our team. It instills a sense of belonging to something larger than an individual hotel. This affiliation provides access to cutting-edge initiatives and technology, which can be challenging for standalone hotels to acquire. It also brings a certain set of expectations from our guests, familiar with the Shangri-La brand’s reputation for excellence. Meeting and exceeding these expectations is a continuous goal for us, driving our efforts to deliver exceptional experiences consistently. It provides us with a strong brand reputation, a loyal customer base, and access to a global network.

What is your view on achieving and maintaining both desirability and relevance?

In my view, the essence of staying desirable and relevant in this ever-evolving luxury landscape lies in the art of storytelling and authenticity. It’s about crafting experiences that resonate on a personal level with our guests. This requires not just keeping up with trends, but also understanding the timeless aspects of hospitality that guests always value – like genuine care and personalized attention.

My philosophy is to weave the rich tapestry of Istanbul’s culture into our guests’ experiences, making each stay not just a service but a memorable story. It’s about being innovative yet true to our roots, ensuring that while we evolve, we never lose sight of what makes Shangri-La Bosphorus unique. In a world where luxury is often equated with opulence, we strive to redefine it as an experience that touches the soul and leaves a lasting impression.

Is there a recipe for maintaining consistency in service? 

This question, I believe, is at the heart of what every major organization aspires to answer: finding that perfect recipe for consistency. In my experience, the key lies in inspiring people. It’s about leading by example and creating an environment where a job is more than just a paycheck. It’s crucial to instill a sense of purpose in each team member, helping them understand how their actions contribute to something larger than themselves.

When individuals realize their work impacts not just the hotel but also each guest’s experience, they naturally strive for excellence. This, combined with continuous training and a culture of empowerment, creates a service standard that is consistently high. It’s about nurturing a team that takes pride in their work and understands that they are part of creating memorable experiences. I believe when people are part of something greater, something that aligns with their own values, they are naturally motivated to maintain high standards.

Luxury hotels around the world in the most diverse destinations are still challenged about staffing? What has been your case?

Like many luxury hotels, we face manpower shortage. Staffing in luxury hospitality is indeed a challenge and I foresee it remaining so for several years. The key, in my opinion, is to reframe how the younger generation perceives careers in hospitality and restaurants. We need to emphasize that this field is not just about service; it’s a realm of culture, ambition, and creativity. There’s an undeniable charm in hospitality that you don’t find in typical office jobs.

It’s dynamic, engaging, and deeply fulfilling. We must actively reach out to younger people, especially those in high school, and communicate that this industry offers immense opportunities for personal and professional development. It’s about igniting a passion for hospitality in them, showing them the diverse paths they can take within this sector. 

Tell us about your view on the evolution of rates, especially considering the new players in the market ?

In a market as dynamic as Istanbul’s, understanding and responding to the evolution of rates is crucial. Coming from Shanghai’s intensely competitive hotel sector, I recognize the importance of balancing market share and profitability. Their presence not only benefits guests by raising the bar for luxury offerings but also enriches the landscape for staff development and career opportunities.

Guests’ willingness to pay for luxury experiences is a key indicator. It’s not just about the price tag; it’s about the value they perceive. We closely monitor what guests prioritize in their spending – be it exclusive experiences, personalized services, or innovative amenities. Our strategy involves aligning our offerings with these preferences while ensuring our rates reflect the high quality we deliver. 

What novelties are planned for 2024?

As we enter 2024, Shangri-La Bosphorus is embarking on a thrilling phase of transformation. This year marks the initiation of our project to enhance the public spaces, with a specific focus on our culinary and F&B outlets. The goal is to redefine these areas, aligning them with contemporary luxury trends and meeting guest expectations. 

Simultaneously, we are proactively injecting energy into our hotel’s atmosphere. From earlier in the year, we are dedicated to creating dynamic lifestyle events and evening entertainment. These initiatives aim to breathe new life into the hotel, appealing not only to our staying guests but also to locals, providing everyone with a taste of Istanbul’s lively spirit. Our lifestyle events, spanning from exclusive culinary experiences with international chefs to engaging cultural happenings, will establish the foundation for the exciting changes accompanying our physical enhancement.

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