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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."
New Straits Times
14-06-2025
- New Straits Times
More than a beach escape: Sabah resort's green revolution
Tucked away on the sun-drenched coastline of Tuaran, about 34 kilometres north of Kota Kinabalu, Shangri-La Rasa Ria occupies a rare space where nature, heritage and community seem to converge with quiet, unhurried grace. Framed by 400 acres of rich tropical wilderness and the shimmering sweep of Pantai Dalit beach, the resort has long drawn visitors in search of escape. But behind its picture-postcard serenity lies a deeper, evolving story - one of mindful hospitality shaped by the land and people around it. For general manager Fiona Hagan, sustainability here isn't a trendy catchphrase or a greenwashed tagline. It's a responsibility born of place. "Our journey in sustainability has always been deeply rooted in the people of Rasa Ria and the community of Pantai Dalit and Tuaran," she reflects, adding: "The community's knowledge, traditions and unwavering support have inspired us to go beyond hospitality." This commitment was formalised through the resort's pursuit of globally recognised benchmarks, including the ISO 20121 sustainability certification. Yet, much of Rasa Ria's environmental stewardship happens quietly, in spaces guests rarely see. Shared Care for the Environment Rainwater harvesting systems and laundry water recovery processes hum discreetly behind the scenes, while food-waste management and electricity conservation initiatives help reduce the resort's environmental footprint. In 2024 alone, these collective efforts saw over 63 per cent of waste diverted from landfills. A standout among these initiatives is the resort's Glass Bottle Recycling Programme, which transforms discarded glass bottles into reusable glass sand. The sand finds new life in landscaping and minor construction projects around the property. Local residents are invited to join in too, dropping off their used bottles and participating in a simple, circular economy rooted in shared care for the environment. But Rasa Ria's mission stretches beyond conservation. It's also a protector of Sabah's delicate biodiversity. The resort partners with local environmental groups to support Pangolin Conservation through habitat protection, biodiversity monitoring, and awareness programmes — a quiet but essential contribution to safeguarding one of our country's most elusive creatures. Of Land and Community The heart of Rasa Ria's sustainability story, however, beats in its community. From collaborations with Sabahan artisans and vendors to employing differently-abled individuals, like long-serving carpenter Samri Butak — who once represented Sabah at the Malaysia Paralympic Games — the resort's initiatives weave economic opportunity with cultural preservation. In 2024 alone, the resort invested RM243,360 in ESG initiatives, with over 60 school children benefiting from outreach programmes like World Pangolin Day and food safety workshops. Women-led projects, including the Sarimpak Robe initiative with Changgih Designs and sewing collaborations in Tuaran and Tamparuli, provide steady income while celebrating Sabah's rich textile traditions. For Hagan and her team, purposeful hospitality isn't a destination but a journey, constantly evolving in tandem with the land and community that sustain it. "This is about building a more sustainable Sabah, together," she concludes, as Rasa Ria quietly redefines what it means to be a resort with a conscience.
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.
