From introducing the world’s first independent lounge in 1998 to a global network covering over 1,600 touchpoints in more than 150 countries across 600 international and domestic airports, Plaza Premium Group is now the global leader in integrated, 360° airport hospitality experiences and passenger service solutions.
Plaza Premium Group has won over 80 accolades, demonstrating its exceptional achievements and commitment to service excellence. Notably, the group has received the prestigious “World’s Best Independent Airport Lounge” award at the World Airline Awards by Skytrax for seven consecutive years from 2016 to 2024.
More recently, the global company established its new Global Service Centre (GSC) in Greater Kuala Lumpur (Greater KL).
What is it about Greater KL that led Plaza Premium Group to plant its roots here? Song Hoi-See, Founder and CEO, reveals his steadfast commitment to Malaysia and the vision he sees dawning over the horizon.
What is it about Greater KL that led Plaza Premium Group to plant its roots here? Song Hoi-See, Founder and CEO, reveals his steadfast commitment to Malaysia and the vision he sees dawning over the horizon.
Rooted in Passion
“As a Malaysian myself, who better to recognise the potential Malaysia holds in being a gateway to the world? That said, there first needs to be that driving force that gets you to embark on a journey to fully realise that potential. For me, that is ‘passion’. If you do not like what you are doing, nor believe in it, how could you possibly get others to understand your vision?
I want everyone on board as we continuously collaborate and innovate to grow Plaza Premium Group to reflect the transformation Malaysia has undergone as a country, without losing our identity. As we bring other cultures into the fold with our ongoing global expansion, we cannot forget our roots, which is where InvestKL comes in.
Now, InvestKL, as a government body, is responsible for bringing multinational companies locally to establish their hubs here, and they have been incredibly successful at providing these global MNCs greater opportunities than ever before. Plaza Premium Group has likewise received InvestKL’s auspices, and we are grateful for their support. To that end, Kuala Lumpur is home to our regional HQ, a satellite HQ office, as well as the GSC.
The GSC is especially key. By consolidating our global operations and workflows right here in Kuala Lumpur, we’re able to open employment opportunities for the rich local talent. Established with scalability in mind, the Malaysian team supports our global efforts in managing vital corporate functions under one multi-functional hub.
To do so, we have our training academy, along with accommodation provided for our staff near the airport. I believe in investing in our people, and the high retention rate is proof that it pays off. I’m also proud to share that we are the only private concession in KLIA that has a 95% locally recruited Malay team, comprising approximately 700 employees. In relation to that, Greater KL being the site of our GSC is the best decision we can make. I consider it a way wherein Plaza Premium Group can give back to Malaysia for all that it has provided for us since our journey began here in 1998. Our key operations are based here, after all. Not only that, what could be a better way to showcase Malaysia’s transformation to the world when you are part of it, right in the economic heart of the nation.
Beyond Borders
With InvestKL, it’s much easier for us to broaden our horizons and expand our offerings beyond Malaysia. For example, we have solid footholds in countries like Singapore and Indonesia within the ASEAN region. And it can only be beneficial to amplify our presence globally.
We also see incredible value in diversifying into other aspects of hospitality as part of our continuous evolution in the industry. Alongside our lounges, we include restaurants and the provision of related airport passenger services inclusive of in-terminal hotels for a truly comprehensive airport experience. When it comes to other markets, we announced a $300 million investment plan over three years globally, eyeing key markets in the Middle East, Asia Pacific, and the Americas.
During the Covid-19 lockdown, the hospitality sector was one of, if not the hardest hit industries worldwide. Everyone had to adapt quickly, and somehow weather the storm. In the wake of a return to normalcy, we have these burgeoning markets with immense potential worth investing in. The Plaza Premium Group intends to play a major role in developing the next generation of lounges and facilities for leading airports globally. I also seek to support the small-medium businesses to keep them alive. Most crucial of them, to me, would be preserving the foodie culture I see dotted all over the ever-bustling Kuala Lumpur.
I think of the roadside durian, cendol, yeung tofu and roti canai of my youth, and how we Malaysians are connected through our food. I want to showcase the cultural vibrancy we have, like how we launched the “Proudly Local” initiative in Plaza Premium Lounge KL. A passion for authenticity will bring the best of Malaysia through our lounges, at every gateway to the world at large.”
