Latest news with #Hagan
New Straits Times
06-07-2025
- General
- New Straits Times
In sleepy Tuaran, Sabah, this Australian has found a legacy worth building
IN the soft blush of Sabah's early morning, Fiona Hagan is already awake. The general manager of Shangri-La Rasa Ria, Tuaran, Sabah, with her shock of wavy white hair and calm, deliberate presence, stands watching the sunrise spill over the South China Sea. It's a ritual, one of many she relies on to centre herself before another day of decisions, meetings, and moments that test her leadership. "I'm a sunrise person," she says simply, adding softly: "My grounding ritual is to breathe. Just to get outside and remember to be in nature." Her story isn't one of corporate playbooks or a predetermined climb up the hospitality ladder. It's a story shaped by the land she came from — a small, sun-drenched town called Ballina, a coastal town in the Northern Rovers region of New South Wales, Australia. The bubbly 53-year-old was raised on books, not ambitions. Her parents owned a bookshop, a sanctuary of stories that nurtured her restless curiosity. "I could read a book without breaking the spine," she recalls with a laugh, remembering how she devoured biographies of people who changed the world — Mahatma Gandhi, Nelson Mandela — long before she knew how she might leave her own mark. By the age of eight or nine, Hagan had made up her mind. "Apparently, I announced one day I was going to leave and work in Asia," she says, still a little amused by the audacity of that childhood conviction. It was the 1970s in regional Australia, an unlikely era and place for a young girl to dream of diplomacy, cross-cultural life and making a difference halfway across the world. "My ambition was to be one of three things: a diplomat, a mathematics teacher or a banker," she adds. There was even a brief, fleeting moment when she wanted to be Australia's first female prime minister. Travel came early and left its mark. Her parents, open-minded and adventurous, took Hagan and her brother to the United States, Hong Kong, South Korea and Japan. But it was Asia that clung to her imagination — the colours, the culture, the contradictions. "I can still remember my first trip to India over 20 years ago," she says happily, adding: "I arrived in Bombay, and it wasn't like anything I'd ever experienced. The chaos, the energy, the sheer humanity. But I've always trusted the good in people." That trust, paired with an unflappable optimism, became the compass for a life overseas. At 28, she accepted her first expatriate posting in Thailand. "I was terribly homesick for the first three or four months until I found my people," admits Hagan. By "people", she meant the locals — the street vendors, the shopkeepers, the small communities that stitched themselves into the rhythm of her daily life. In every new country, Hagan and her Malaysian husband would wander the streets, discover the best noodle stalls, and befriend the vendors on the corner. "That to me is life," she says, simply, before adding softly: "The real pulse of a place is its people." Their marriage, too, was a beautiful convergence of worlds — Australian and Malaysian, east and west — and together they made a ritual of simplicity wherever they lived. "It's how we understood a place. Through its food, its markets, and its people." For 25 years, Hagan lived and worked across five countries in Asia — Vietnam, China, Thailand and Malaysia among them. Each experience deepened her belief that the true heartbeat of a destination does not lie in its landmarks, but, instead, in its people. Brows furrowing thoughtfully, Hagan shares: "My leadership has always been about building friendships and developing local talent. If you can focus on the people that you have the privilege to work with, that's your legacy." That commitment hasn't gone unnoticed. Just recently, Hagan was named Malaysia's Best Hotel General Manager at the prestigious Travel + Leisure Luxury Awards Asia Pacific, a milestone not just for her personally, but also for Shangri-La Rasa Ria. The win, against some of the region's most celebrated international hotels, marked a quiet but powerful validation of the resort's people-first, sustainability-driven approach. SETTING ROOTS At Shangri-La Rasa Ria, Hagan appears to have found her canvas. Tucked away on a sweep of private beach fringed by 162ha of protected rainforest, the resort is more than a postcard-perfect escape. Under her stewardship, it has quietly evolved into one of the region's most committed champions of sustainable tourism — though it didn't start that way. "When I first arrived, I was very focused on the guest touchpoints — glass bottles in rooms, refillable water bottles, locally made beach bags," admits Hagan, adding: "But I realised pretty quickly that sustainability means something different to everyone, depending on their background and values." The Covid-19 pandemic, for all its devastation, provided the lively Australian and her team with an unexpected opportunity to strip operations back to basics. With the resort shuttered and physically cut off from Kota Kinabalu by roadblocks, they audited every aspect of their operation. "I can tell you how much gas it takes to turn on our pizza oven, how much electricity each wing consumes. We knew exactly how many people we needed to employ daily to keep the place running," she recalls with a smile. That clarity reshaped her entire approach to sustainability. Shares Hagan: "At the end of the day, sustainability is about no excess. It's about managing resources with care, not just for the bottom line, but also for the people and places that sustain us." REAL MAGIC Today, the resort's initiatives stretch far beyond what guests can see — from glass-crushing machines to composting programmes, rainwater harvesting and data-driven energy consumption strategies. But one of its proudest efforts is the collaboration with local wildlife conservationists in protecting one of Sabah's most endangered species: the pangolin. The Rasa Ria Nature Reserve, tucked within the resort's grounds, is home to a pangolin rehabilitation programme in partnership with the Sabah Wildlife Department, offering sanctuary and protection for these shy, nocturnal creatures trafficked through illegal wildlife trades. "It's not something we shout about enough," says Hagan, adding softly: "But it's deeply important to us." That dedication hasn't gone unnoticed. In April 2025, under her leadership, Shangri-La Rasa Ria became the first hotel in Malaysia — and the first within the Shangri-La Group — to achieve the globally recognised ISO 20121 certification for sustainable event management. It marked a watershed moment, integrating environmental, social and governance principles into every facet of the resort's event planning and operations. A month earlier, the property was also honoured with the Sustainability Partnership Award from NCH Chem-Aqua for its innovative eco-friendly cooling water system. But for Hagan, these accolades aren't about prestige or personal gain. "It's acknowledgment, not a celebration," she says, matter-of-factly, adding: "It's one small step forward, a way of showing gratitude to the people and partners who've placed their trust in us." The real magic, however, lies with the people. With 80 per cent of her staff hailing from nearby Tuaran, Hagan has made it her mission to cultivate opportunities within the community. "If we can upskill a gardener who's been with us for 20 years and move him into a guest-facing role, improve his English, increase his income — and he goes home and inspires his children — that's long-term change," she says, her voice catching slightly. At home, the doting mother chuckles that she is kept grounded by her teenage son, now 16. "He holds me incredibly accountable," admits Hagan grinning sheepishly. "He'll ask, 'Mum, why are we doing this? Shouldn't we be doing it this way instead?' And he's right to ask." COMMITMENT TO THE ENVIRONMENT Some of her deepest convictions come from an older generation. Hagan credits her grandmothers — both resilient women who lived through different, simpler times — for shaping her sense of simplicity and resilience. "They grew up without technology, without the need for things. It was about traditions and people," she confides, a fond smile on her lips. One grandmother, a single mother, gave her advice she still clings to: "Don't let anyone tell you what to do unless it's truly in your heart. Don't give up your dreams for anybody." And a quirkier one: "Always take care of your hands." Shares Hagan, chuckling softly: "I carry hand cream everywhere. It's a funny little thing, but it stuck." As Visit Malaysia 2026 approaches, her commitment to Sabah's ecotourism potential has only deepened. Her team has secured multiple Asean sustainability certifications, from Green MICE to spa operations and food safety standards. But what excites her most are new nature-based activities being rolled out within the Rasa Ria reserve, designed to reconnect guests with the wild beauty of Sabah. In a nod to nostalgia, the resort is also reviving Sabah's international kite festival — dormant for 30 years — with hopes of launching it this Malaysia Day. "When people come here, they shouldn't get the same experience they would in Langkawi or Penang," she insists, adding passionately: "They should have a Sabahan experience." It's not about Instagrammable moments, but authenticity — fire shows performed by staff, dinners under the stars, partnerships with Tuaran artisans, and the quiet thrill of watching a rescued pangolin shuffle across the undergrowth. "Sustainability is about stories," says Hagan, adding passionately: "It's about people being able to tell their own story, connect it to their purpose. That's what drives me." And when results are slow, invisible or uphill? I pose. She shrugs before replying softly: "You just keep going. It has to be in your DNA. If you keep asking the question, 'Are we doing enough?' you're probably on the right track." As dusk languidly settles over the Shangri-La Rasa Ria coastline, Hagan is no doubt already thinking about tomorrow. Another dawn, another barefoot walk by the sea, another reminder of why she chose this life. "At the end of the day, it's not about titles or KPIs," Hagan points out, voice dipping thoughtfully. A pause, and she concludes: "It's about leaving something better than you found it — for the land, for the people, and for the stories that deserve to be told."
Yahoo
12-06-2025
- General
- Yahoo
Revitalizing neighborhoods and reviving communities
RUSH COUNTY – When she pulled through the quiet neighborhood in Milroy, she missed it. To Tara Hagan's disbelief, her GPS brought her to ferocious green shrouds burying a dreary abandoned property. Hagan is the executive director of the Southeastern Indiana Community Preservation and Development Corporation, a nonprofit organization that seeks partnerships to develop vacant and blighted properties and transform them into affordable housing. Observing trees dismembering the white house's walls and windows, Hagan pushed a yard sign into the ground that reads 'RURAL REVITALIZATION IN PROGRESS' before she left for a meeting. This sign marks the beginning of an ambitious project. Like many rural counties, Rush County endures the residual effects of dilapidated properties, called blight, overwhelming unincorporated towns and small communities. The Rush County Community Foundation is officially implementing its rural revitalization efforts to support livelihoods across Rush County by acquiring its first four properties. In December 2024, RCCF received a $5 million grant from Lilly Endowment's Giving Indiana Funds for Tomorrow (GIFT VIII) initiative after months of intricate planning and collaboration with county officials and the public. With this funding, the Rural Revitalization Project and the county aim to eliminate blight on 30 properties, increase access to high-speed internet, improve county recreational opportunities and establish county ordinances and code enforcement. The first phase of this project focuses on blight elimination. The Rural Revitalization Project works closely with SICPDC to acquire vacant blighted residential properties and 'infill' plots. The Southeast Indiana Regional Planning Commission will orchestrate the building demolition with the prospect that interested developers and local buyers will build on these lots. The lots will be advertised locally and can be purchased through SICPDC's HOMEbuyer program. 'We're not here to come in and take over properties and hoard them for ourselves. ... This is a county project. We are a partner with the county to get this turned over very quickly to get infill housing into these lots, so families can start to move in,' Hagan said. The willing seller and willing buyer program has played an instrumental role in development projects throughout Southeastern Indiana. 'Through initiatives similar to the Rural Revitalization Project, SIRPC has helped towns remove blight, reinvest in aging infrastructure, rehabilitate existing homes and bring new housing options to life – all while preserving the character of the communities,' said SIRPC's project developer Victoria Bechert. For occupied blighted properties or those endangered by blight, rural revitalization will include free income-based owner-occupied rehabilitation grants for essential repairs. To qualify for the owner-occupied rehabilitation services, the property must be outside of Rushville's city limits. RCCF is still accepting owner-occupied rehabilitation applications that can be found in the RCCF Office at 117 N. Main Street, Rushville. 'Overall, the rural revitalization process is about creating safe, attractive communities where residents can live with dignity, and where future growth is possible,' Bechert said. However, there is a long way to go. 'The county has overlooked blight situations in our small communities,' Rush County Commissioner Jeff Wilson said. Commissioners Wilson, Kenny Aulbach and Ron Jarman reached consensus that the small county communities need this project. 'We have [blighted] properties in every one of our small communities. ... This project adds to the beautification of these small communities, and we're hearing loud and clear that residents want that,' Commissioner Wilson said. The aesthetic of a community may seem like a low priority; however, simple curb appeal has a direct relationship to the local economy. Blighted properties generate fewer opportunities for communities to thrive because they reduce property values, decrease tax revenue and decrease investment in communities. Blighted neighborhoods struggle not only to attract new residents, but also to retain them. This results in shrinking communities that do not have breadth to support their businesses and schools. The local economy's decline creates fertile ground for more blight to overtake the community, and the vicious cycle begins again. Projects like rural revitalization plan to break this cycle. Eliminating blight ushers residential and business opportunities, creating enriching communities. 'The nice thing about it is that you see the fruits of your labor, usually pretty quickly,' Hagan said. 'The end result is to just see something really fresh and revitalized. … I'm proud to be a part of these community revitalizations.' Although the community's looks are a significant piece of the puzzle, the Rural Revitalization Project reaches beyond community aesthetics. Blighted properties also invite health concerns. 'In some instances, it [blighted properties] can be not a safe place for children to play in or pets to be around because of all the trash and rubbish that's stuck around a property,' Rush County Environmental Health Specialist Dan Burklow said. The properties that Burklow describes are typically surrounded by overgrowth and debris, which beckon vermin that can carry diseases. Unkept homes and trash often contain glass shards, loose nails, and, in some cases, even asbestos. Through the revitalization efforts, the county seeks to prioritize the well-being of constituents as well as economic prosperity. Like SIRPC and SICPDC, RCCF desires a better future for Rush County residents. 'I've witnessed how investment in housing can restore pride, create opportunity, and rebuild a sense of community. I'm excited to see this successful model generate results throughout Rush County,' Bechert said. The Rural Revitalization Project will collaborate with Rush County officials to establish county ordinances and code enforcement to maintain community and neighborhood upkeep. Rush County Planning Director Mike Holzback recognizes that blighted buildings are prevalent across Rush County, and he is working with a committee of local stakeholders guided by professional help to create appropriate ordinance policy. 'UDO is a Unified Development Ordinance. This will add ordinances to address blighted properties. It will enforce the care of properties in small towns with regard to abandoned houses, overgrown with weeds and grass, mainly in residential zones,' Holzback said. The enforcement will ultimately raise property values for residential zones and eliminate health risks for neighborhoods, benefiting communities through aesthetics, economics and standard of living. Rural revitalization seeks to improve quality of life across the county beyond housing as well. The project plans to increase access to high-speed internet by adding dozens of miles of broadband infrastructure. To increase recreation, the project plans to improve playgrounds and develop entry points along the Flatrock River for canoeing and kayaking. The Rural Revitalization Project also partners with the county to assess the potential for future recreational projects. Brian Sheehan worked with Rushville's blight elimination project in the past and is a key member in the Rural Revitalization Project. Hearing the growing cry to 'clean up the town' from constituents, the city started planning how to fulfill this request back in 2012. The goal was simple: accentuate the positive, eliminate the negative, Sheehan said. Because blighted properties affect both a city economically and residents' livelihoods, 'it takes away from the whole community… Our purpose is not just to clean up properties, but to set the property up for development, new life and hopefully, a new family in the near future,' Sheehan said. 'I think the biggest win will be restoring confidence and pride in our small county communities and encouraging development in those communities. Working to clean up the town paid high dividends in Rushville and I think it will do the same in Rush County towns,' Sheehan continued. Although it is ambitious, RCCF's Rural Revitalization Program not only seeks to rebuild damaged properties but also to restore livelihoods across the County. By directly impacting health, local economy, and sense of community, RCCF's revitalization project helps Rush County refurbish today to provide a better tomorrow. Signs are in the ground on four properties already acquired through the project's blight efforts, in Carthage, Arlington, Manilla and Milroy. The process to remove those blighted properties will begin soon, along with more properties being acquired into the project. 'It is rewarding to see public-facing work starting to occur in our Rural Revitalization Project and we are excited for the positive impact it will have on Rush County,' notes RCCF Executive Director Chris May. 'Our mission is to cultivate resources to enhance life in Rush County. We are committed to being a future-focused leader to support our community, and projects like this hopefully prove we are fulfilling that mission.' To participate in SICPDC's HOMEbuyer program, consult or contact Hagan ( Bechert ( or Hagan ( Stay caught up on the rural revitalization effort on RCCF's website and social media pages. Established in 1991, the Rush County Community Foundation cultivates resources to enhance life in Rush County. With nearly $30.5 million in assets, 2024 was a record year for RCCF, reaching all-time highs in assets and in grantmaking – supporting Rush County with nearly $1.1 million in payouts, including over $250,000 in scholarships. Through its Lilly Endowment GIFT VII receipt of $5,000,000 in 2020, RCCF played a leading role in planning and creation of the Love Community Center. The Rush County Community Foundation continues to imagine and strive for a future that best serves our community. For more information, visit and follow us on Facebook @rushcountycommunityfoundation.
Yahoo
12-06-2025
- Yahoo
New details in fatal Union Avenue wreck: alleged drunk driver was underage
BAKERSFIELD, Calif. (KGET) — 17 News has long examined a signature issue we call Kern's Sober Reality. The reality is that too many people still drink and drive — often with deadly consequences. The latest case in point, a fiery crash Tuesday night in central Bakersfield that left one person dead and two others seriously injured. The collision was caught on camera just after 11:30 p.m. Tuesday night, at the intersection of Union and East California avenues. A white BMW headed northbound on Union Avenue ran a red light and crashed into a Dodge Charger that was headed westbound on East California on a green light. The crash left the 27-year-old driver of the Charger dead. BPD confirmed with 17 News all three involved were men — the driver of the BMW — who was moderately injured — is 19; the passenger — in unstable condition — is 20. Detectives said both remain in the hospital. 'The driver of the Dodge was pinned inside the vehicle, so officers would've had to wait for fire department personnel to arrive,' said Sgt. Joshua Deutinger, with the BPD traffic division. The BMW crashed into the fence next to San Joaquin Tractor Company, narrowly missing the business, and caught fire. First responders and passerbys rushed to distance them from the car. 'With how north they came from the intersection and the separation of those cars, it definitely speaks to the speed that was involved in the collision,' Sgt. Deutinger noted. In addition to speeding, underage drinking and driving under the influence is suspected by the 19-year-old in the BMW. 1 arrested on Chester Lane after barricaded subject forces SWAT callout: police The sergeant said toxicology results aren't yet available. He also said the deceased driver of the Charger likely was not speeding, nor driving impaired. The speed limit out is 40 miles-per-hour in the area of the wreck. An employee told 17 News speeding and running red lights in this area is not uncommon. 'Usually in that intersection, if there is a major injury crash, a lot of times, speed does have to do with that,' the sergeant said. Chris Hagan with the local law firm, Chain Cohn Clark agreed. 'Union [Avenue] is heavily travelled by pedestrians…and so, we do see a lot of automobiles versus pedestrian fatals on Union,' said Hagan. Hagan detailed that in 2024, there were 37 DUI-related deaths and 731 DUI-related injuries in Kern County. 'In Kern County, we have the highest arrest record in the nation for drivers who are under the influence,' Hagan said of the local severity of driving impaired. 'You are more likely to be involved in a DUI collision in Kern County as compared to virtually any other city or any other county in the nation.' The local advocacy organization Mothers Against Drunk Driving (MADD) offers resources for victims and their families. You can reach them at 661-203-3996. Copyright 2025 Nexstar Media, Inc. All rights reserved. This material may not be published, broadcast, rewritten, or redistributed.
Yahoo
04-06-2025
- General
- Yahoo
Emmitsburg to allow new type of student housing downtown
Students will be allowed to live in the Village Zone in the town of Emmitsburg in residences with six or more bedrooms. The policy does not apply to homes with five or fewer bedrooms, since those types of living arrangements are considered boarding homes in the town code. Designations of student housing of this type are to be awarded as zoning special exceptions by the Board of Appeals and must not be within 500 feet of another boarding home or student housing units, according to the ordinance. Additional conditions of student housing for those enrolled in post-secondary schools include one off-street parking space per bedroom, trash to be screened from public view and a maximum of one student per bedroom. All dwelling units must meet the requirements of the International Building Code. The ordinance came as a response to two rental properties owned by local businessman David Ott that totaled 11 units — surpassing the boarding house thresholds. The ordinance passed 3-2 on Monday. Commissioners Jim Hoover, Kevin Hagan and Cliff Sweeney voted in favor. Commissioners Amy Boehman-Pollitt and Valerie Turnquist voted against. Hagan said the ordinance was more about preventing development in the future that might change the character of the community of West Main Street and destroy the historic, charming nature. He added that a more robust student housing bill may need to be passed later to address all forms of housing that students from Mount St. Mary's University may choose, but the ordinance would provide assurances to landowners in the near term. 'We're putting off the good for the perfect and we may never find the perfect,' Hagan said. 'The longer we wait, the more it costs everyone. We're running up everybody's legal fees here.' Boehman-Pollitt said amending the ordinance with a rental registration bill later to put more restrictions on student housing was like 'putting the cart before the horse.' 'I don't see how it is the town's problem to make sure a landlord gets to maximize their profit, so much as what is our town vision?' she said. 'If we want it limited, it should be stated ahead of time.' Turnquist said the policy was 'so vague' that it would not adequately solve the issue for any parties involved. 'I'm not opposed to students living in town, but I think we need to protect the quality of life for our residents by ensuring a policy that's fair and equitable to all,' she said. During the public comments period, two residents spoke out against student housing, while Gerard Joyce, Mount St. Mary's president, asked the council to continue building the relationship between the town and the Mount. 'We want to be part of this community, if you'll have us,' Joyce said. He added that living off campus was not a matter of scarcity of on-campus housing, but a step in the development of life skills for students looking to live independently and frequent local stores and restaurants, adding to the vibrancy of downtown life. 'Part of our mission is producing ethical leaders with service to God and others — you're the others in this scenario,' Joyce said. 'I want you to be as proud of our students as we are.'
The Sun
31-05-2025
- Business
- The Sun
Kota Kinabalu's Shangri-La Rasa Ria champions community-based tourism
PETALING JAYA: Shangri-La Rasa Ria in Kota Kinabalu is strategically positioned to serve as an ideal platform supporting Sabah's advancement towards community-based tourism, in alignment with the objectives set forth by the Sabah Tourism Board. 'It's about creating moments that matter – grounded in our surroundings and led by our people,' general manager Fiona Hagan told SunBiz in an interview via email. She said the resort's collaboration with Universiti Malaysia Sabah facilitates several ongoing research initiatives and conservation education programmes. The partnership ensures guests engage in meaningful learning and contribute to sustainable tourism practices, reinforcing the destination's commitment to responsible and impactful visitor experiences. Encompassing 400 acres of beachfront, rainforest, and protected reserve, Shangri-La Rasa Ria offers immersive cultural and nature-based experiences. Hagan said that apart from local cultural attractions, today's guests seek experiences rooted in wellness, nature and authenticity. 'We have shaped our programming around sunrise hikes and winged wonders, buggy tours and birdwatching, beach walks, and marshmallow roasting at sunset. Families can learn about biodiversity together, while couples can reconnect with nature in simple, memorable ways.' On Shangri-La Rasa Ria's achievement in securing Asean Green Hotel Standard classification, Hagan said the recognition reflects the resort's ongoing efforts to build a truly sustainable operation. 'At Shangri-La Rasa Ria, our EcoRia platform drives our environmental strategy – from rainwater harvesting and in-house bottling to LED retrofitting and achieving a 63.21% waste diversion rate. We are the first hotel in Malaysia certified under ISO 20121 for sustainable event management. 'These milestones reinforce our commitment to the Triple S pillars – Stay Responsibly, Savour Sustainably and Shine Through Collective Impact,' she said. Asked what sets Shangri-La Rasa Ria apart from other resorts, Hagan highlighted its people and commitment to guest experience. 'Through continuous upskilling, daily training, and our planned National Dual Training System (NDTS) accreditation, we are investing in the future of hospitality. We also consistently refine our guest programming – from cultural workshops to nature exploration – to ensure it evolves in line with guest expectations. 'Our strength lies in delivering quality experiences with authenticity, supported by a team that genuinely cares,' she said. Hagan noted a shift in the resort's primary guest demographics, with more families, independent travellers and those seeking meaningful cultural and community connections now making up the core audience. To meet evolving traveller expectations, the resort is enhancing its offerings. 'We are excited to introduce our upcoming Cultural Village, featuring a bamboo house crafted by local artisans, which will host dance performances, storytelling sessions, and local markets. 'Additionally, we have expanded our food and beverage programming with initiatives like the Rasa Ria Chef's Garden and the Rooted in Nature menus, celebrating Sabah's rich culinary heritage and local ingredients. 'These experiences enable our guests to engage more deeply with the culture and environment,' Hagan said. The resort has planned several enhancements, including new facilities and culinary expansions, to elevate the guest experience and uphold Shangri-La's premium positioning. 'Later this year, we will open the bamboo house as part of our Cultural Village, providing an immersive space for guest engagement, cultural exchange, and event hosting. Additionally, we are expanding our Asian cuisine offerings to feature live, sustainably sourced seafood, reflecting Sabah's renowned status as a seafood destination. 'These developments, alongside ongoing service and product improvements, underscore our commitment to delivering luxury with substance,' Hagan said. Shangri-La Rasa Ria is also leveraging technology and digital innovation to enhance both guest engagement and operational efficiency by integrating multiple digital touchpoints for a seamless guest experience. Guests can now use mobile check-in, access activity booking kiosks and manage all service requests through the Shangri-La App. Additionally, 24/7 messaging support is available via WhatsApp and WeChat, enabling real-time communication. These tools allow the resort to deliver prompt, personalised service while maintaining a strong human connection. Asked what are the biggest challenges and opportunities for Malaysia's luxury resort sector over the next five years, Hagan pointed to talent development and environmental, social and governance (ESG) integration. 'Attracting and developing hospitality talent, especially in regional areas, is a critical challenge. Our approach is to grow from within by offering structured training, clear career pathways, and launching our NDTS-accredited training centre. 'Simultaneously, ESG integration is reshaping luxury travel, and guests now demand transparency, connection, and purpose. Through local sourcing, sustainability education, and digital engagement, we are committed to keeping Shangri-La Rasa Ria future-ready and aligned with evolving guest expectations,' she said. Shangri-La Rasa Ria is also positioned as a preferred destination for both weddings and business events, capable of hosting intimate gatherings of 15 guests to large-scale functions accommodating up to 1,000 attendees. With its private beachfront, expansive landscaped gardens and versatile open spaces, the resort offers flexibility for a wide range of events – from sunset beach weddings and garden receptions to structured business conferences and meetings.
