Guests are welcomed to the porch of Capri by Fraser, Bukit Bintang in Kuala Lumpur with a display of vibrant greenery gracing the wall. This initial sight speaks volumes about the hotel’s dedication to environmental preservation. Beyond this feature, the hotel has undertaken multiple sustainability initiatives that further demonstrate its commitment to a greener planet.

“We are actively implementing various eco-friendly practices. For instance, we have replaced traditional amenities in the rooms with biodegradable and refillable containers for shampoo and soap. And, the toiletries are from a brand called 1969, known for using natural ingredients,” explains Michael.

In food and beverage operations, priority is given to using biodegradable takeaway meal boxes made from sugar cane fibre. “Although the cost is higher, we believe it is a worthwhile investment in protecting the environment.”

To reduce plastic waste, there are no plastic laundry bags in the rooms. Instead, guests can place their laundry in a designated container, and the housekeeping team will collect it.

“As part of our ongoing efforts to reduce plastic waste, we plan to install water filters in every room, eliminating the need for bottled water. Similarly, for meetings, we use eco-friendly mugs and provide filtered water, reducing our reliance on plastic bottles,” says Michael.

He adds that Capri by Fraser, Bukit Bintang has also established a recycling programme and subscribes to green energy from Tenaga Nasional Berhad.

“As part of the Frasers Property Group, we have a collective commitment to achieve net zero carbon emissions by 2050. At the hotel level, we have implemented various programmes and established a sustainability committee to oversee our efforts. We have developed a comprehensive one-year plan outlining our sustainability strategies. To ensure transparency and accountability, we submit monthly reports detailing the amount of waste disposed of, as well as the specific sustainable practices we have implemented. Our dedication to sustainability is deeply ingrained in our operations, and we take these initiatives seriously,” Michael elaborates.

The affable hotelier began his career as an entry-level employee, starting with roles in bell services, laundry, and housekeeping.

With dedication and perseverance, he eventually transitioned into the role of a concierge, which marked a significant milestone in his professional growth. “This experience provided me with valuable insights into guest services and personalised assistance,” he remembers.

Throughout his career journey of nearly 30 years, he has consistently remained dedicated to delivering exceptional service and ensuring memorable experiences for guests. “The hotel industry holds a special place in my heart, and I am grateful for the diverse opportunities and enriching experiences it has provided me thus far.”

What he truly enjoys is the opportunity to meet and connect with people. “Being in the hospitality line feels like a natural fit for me. I take pleasure in extending a warm and sincere welcome to guests, making them feel at home. There’s a sense of fulfilment that comes when, at the end of their stay, guests express their gratitude and praise the hotel and team. Their satisfaction and appreciation mean everything. It’s the ultimate reward and reinforces the purpose of our work.”

To stay connected and informed, Michael immerses himself in daily operations. He personally checks-in guests at the reception and engages in various tasks on the floor. “This hands-on approach ensures that I remain in touch with both the staff and guests, and have a deep understanding of what is happening at all levels of the workplace.”

Michael’s strategy for motivating and inspiring his team revolves around working and playing together. “Everyone, regardless of their position, holds value and contributes to our success,” he stresses. When engaging with lower-ranking employees, he recalls his own time as an entry-level staff member, fostering empathy and understanding. When interacting with mid-level managers, he speaks their language, understanding their challenges and objectives. Similarly, when meeting with the executive team, Michael communicates in a way that aligns with their vision and goals.

Cool and cutting-edge
Capri by Fraser, Bukit Bintang is a stylish, design-led hotel hybrid residence, offering a distinctive four-star plus experience.

One standout aspect is The Den, located on level 40, which combines the restaurant, bar, and reception area. Guests have the convenience of checking in and out at the bar, creating a seamless and enjoyable process. The Den also serves as a social hub, where guests can relax, listen to music, play pool, and interact with visitors or fellow guests.

“We take pride in our saltwater pool, a unique feature that sets us apart. This pool eliminates the use of chlorine, providing an invigorating and eco-friendly swimming experience. For added convenience, we have Spin and Play, a designated area where guests can wash and dry their clothes using the provided washer and dryer. While waiting for their laundry, they can engage in fun activities and games,” says the hotel’s General Manager, Michael Lee.

And, during your stay, make sure to meet the “fixer” or Chief Concierge, Sazlin Jaafar.  Going above and beyond conventional duties, he seamlessly blends the roles of a concierge and butler, providing personalised services such as shopping assistance, crafting cocktails, and fulfilling diverse requests.

Sazlin holds the esteemed Les Clefs d’Or (French for “The Golden Keys”), an international association of hotel concierges known for their exceptional service and expertise. With only 23 such holders in Malaysia, Les Clefs d’Or members wear golden crossed key lapel pins, symbolising their dedication to providing personalised assistance and making their service highly regarded in the hotel industry.

Technology and art are essential elements of the hotel’s offering. For instance, the state-of-the-art car park allows guests to drive their vehicles into designated spaces. The spaces, which are actually lifts, securely park the cars, providing a modern and convenient parking experience. Art enthusiasts will also appreciate the eye-catching wall murals displayed throughout the hotel, adding a touch of creativity to the ambience.

Capri by Fraser, Bukit Bintang has achieved an outstanding position in the Kuala Lumpur market, ranking in the top three percent according to independent customer validation on Trip Advisor. 
“Considering the city’s nearly 800 hotels, our achievement of being ranked in the top 25 to 30 is especially notable, given that we opened our doors in 2021.

This is a testament to our success. Furthermore, we were honoured to receive the Travellers’ Choice Award from Trip Advisor last year.”

In addition, the hotel’s internal survey, the Online Reputation Index, consistently showcases excellence. “We consistently score above 95 percent in various categories such as responsiveness, management recovery, and customer recommendation. Our promoter rank, denoting the likelihood of guests recommending us to others, remains exceptionally high, indicating our unwavering dedication to providing outstanding service.