Expanding from King's Hotel to a Global Presence: The Rise of This Domestic Hospitality Empire Across the World
In 2022, the M Social Hotel Singapore introduced an AI-powered hospitality service, allowing guests to request additional items such as towels or pillows by speaking aloud in their rooms. The innovative service, operated through the Aiello Voice Assistant device, has streamlined the process, eliminating waiting times on the phone and exemplifying Singapore's reputation for efficiency and innovation.
Under Millennium & Copthorne Hotels (M&C) chairman Kwek Leng Beng's leadership, the Millennium Hotels and Resorts (MHR) brand emphasizes a service style that is discreet yet attentive, precise yet warm. Kwek Eik Sheng, the executive director of M&C, highlights the importance of authenticity as a key factor in their success. MHR's legacy is built by thoughtfully balancing Singapore's cultural heritage with innovation and guest expectations.
Established in 1970, MHR celebrates its 30th anniversary this year and operates 145 properties across 80 destinations, including London and New York. Its roots trace back to the single King's Hotel on the banks of the Singapore River, where its founder, Kwek, infused the property with qualities that would become recognized as uniquely Singaporean.
Initially trusted with no prior hospitality experience, Kwek recognized the opportunity to create something meaningful as Singapore was poised for transformation. With a focus on serving an emerging middle class, the hotel incorporated international standards while reflecting Singapore's values, such as efficiency, warmth, humility, and cultural pride. This approach differentiated King's Hotel from the five-star international chains that dominated the region at the time.
The dining experiences at King's Hotel also followed this unique approach. While other hotels offered standard international fare, the hotel launched Princess Terrace, specializing in Penang Nyonya cuisine. The restaurant's enduring appeal reflects the management's understanding of what Singaporeans value: authentic flavors served consistently.
In recent years, MHR has introduced digital programs like Culinary Compass to enrich the dining experience for Millennium Hotels and Resorts members. The program invites members to explore 16 restaurants while collecting digital stamps, which can be redeemed for rewards such as complimentary drinks or Chef's Table experiences.
Throughout its history, MHR has combined authenticity and attentive service, maintaining its Singaporean identity while expanding globally. As it refined its winning blend of authenticity and attentive service, MHR established more properties across Asia, winning listings on the London Stock Exchange and connecting its hotels to a growing collection of properties worldwide.
During times of challenge, such as the Covid-19 pandemic, MHR’s emphasis on adaptability, long-term planning, and hands-on management enabled it to navigate obstacles across markets. The company’s ownership model has proven financially sound and has contributed to its resilience, earning over £960 million in revenue in 2024.
MHR continues to emphasize its commitment to people-centered approaches. With remarkable loyalty among staff, some of whom have been with the company for decades, the company's culture fosters empathy, adaptability, and a focus on personalizing the guest experience.
Given MHR's innovative spirit and deep-rooted values, it's no surprise that the company has embraced technology to enhance its hospitality offerings effectively. With AI-powered services like the Aiello Voice Assistant, MHR has leaned into the future while preserving the human touch that defines its distinctive approach to hospitality.
- As MHR's success continued to grow, the company made strategic expansions into various industries, such as finance, lifestyle, home-and-garden, and even technology, diversifying its business portfolio.
- Recognizing the potential of the travel industry, MHR launched exclusive travel packages, offering unique cultural experiences to its customers, showcasing Singapore's rich heritage and embracing innovation.
- In line with its people-centered approach, MHR's investments in business intelligence and data analytics have enabled the company to make informed decisions, anticipate guest needs, and deliver personalized experiences, thus solidifying its position as a pioneer in the hospitality industry.
