Mr. Song Hoi See
Mr. Song Hoi See
Mr. Song Hoi-see was born in Malacca and graduated from England in 1980. He legendarily transformed the airport hospitality industry by establishing the first pay-in airport lounge in the world for all travellers regardless of their airline or class of travel.
Following on from a career in investment banking, Mr. Song launched his own business which found him flying economy class and without the airport lounge privileges he had previously enjoyed. He found the travel experience to be lacking, struggling to work effectively while on the go.
Having identified a gap in the market, Mr. Song launched the world’s first independent airport lounge, Plaza Premium Lounge, at Hong Kong International Airport and Kuala Lumpur International Airport in 1998. Open to all travellers regardless of their airline or travel class, the service-oriented Plaza Premium Lounge concept was driven by a heartfelt desire “to do something for the majority”. Through his initiative and vision, Mr. Song has changed the perception that airport lounges should be reserved for first and business class travellers only.
With 20 years of unrivalled experience offering premium airport services by him and his dedicated teams around the world, Mr. Song has led Plaza Premium Group to be the benchmark for airport value-added services. The Group comprises four core airport services, Airport Lounge Plaza Premium Lounge, Airport Transit Hotel Aerotel, Airport Meet & Greet Service Allways, and Airport Dining.
The Group now operates in more than 160 locations in 41 airports globally, and counts nearly 5,000 employees, serving over 14 million passengers around the world annually. The success of the business model has prompted airport authorities around the world to open their doors to independent lounge facilities and value-added airport services as part of a bid to enhance the overall traveller experience as well as airport service quality.
Mr. Song credits his well-structured and controlled management system as the key to his success. In 2002, he initiated a company effort to attain the ISO 9001:2000 accreditation (upgraded to ISO 9000:2008 in September 2010), an international standard acknowledging guaranteed service quality and customer satisfaction. This certification is unprecedented in the aviation service industry, and Plaza Premium Group is the first airport hospitality management company to receive such an accreditation.
With the dedication to providing quality services that surpass travellers’ expectation, Plaza Premium Group has received over 50 awards and accolades in the past five years from various airport authorities and organisations worldwide, including but not limited to the World’s Best Independent Airport Lounge by SKYTRAX; International Award by Hong Kong Business Award; Best Customer Service of the Year of Corporate Excellence Award and Outstanding Customer Service of Cross-company Excellence Award by Hong Kong International Airport; Outstanding Service Staff of the Year Award by Singapore Changi Airport; Superstar Commercial Partner of the Year and Hospitality Outlet of the Year of GMR-IGI Airport Award by Indira Gandhi International Airport; Best Overall Lounge by Delhi International Airport Limited; The Top in Class and Moment of Truth Award by Malaysia Airports Holdings Berhad; plus the Sin Chew Business Service Excellence Award and the CIMB-Sin Chew Regional Excellence Award by Sin Chew Business Excellence Award 2017.
Mr. Song is also the winner of the Outstanding Entrepreneurship award organised by Enterprise Asia, a non-government organisation rewarding initiative and business leaders, and the Grand Winner of the Male Entrepreneur of the Year award at the Star Outstanding Business Awards. His latest accolade was crowned as Sin Chew Business Excellence Person of the Year Award 2017. Besides the Group, Mr. Song has also been taking up extra roles in the community: the Chairman of the Board of Vinculum Solutions Private Limited, serving the World Economics Committee of Airport Councils International between 2010 and 2014, the former President of Rotary Club of Shatin, Hong Kong (2015-16), the Executive Committee Member of Hong Kong Airport Manager Association and is a founding member and the Deputy Chairman of the Malaysian Chamber of Commerce (Hong Kong & Macau).