Caroline Cheah is an expert in hospitality management, with over two decades of experience in the industry. Currently serving as the Group Director of Rooms at Shangri-La Hotels and Resorts, she has accumulated a wealth of knowledge and skills in operations management, leadership, and strategy development. Throughout her professional journey, Caroline has demonstrated an impressive ability to deliver outstanding results by developing high-performing teams, driving innovation, and delivering exceptional guest experiences.
Caroline's passion for the hospitality industry began early in life, and after earning a degree in Hotel Administration from the University of Nevada, Las Vegas, she embarked on a career in hotel operations. She worked in various roles within Shangri-La Hotels and Resorts, including as the Resident Manager at the Shangri-La Hotel, Kuala Lumpur, before being appointed to her current role in 2018.
As the Group Director of Rooms, Caroline is responsible for the overall management of the rooms division across all Shangri-La properties worldwide. Her duties include implementing brand standards, developing and implementing operational strategies, and ensuring exceptional guest experiences across all hotels. She works closely with her team to provide guidance and leadership, driving innovation and operational excellence at every level.
Caroline's leadership and expertise have been recognized by the industry, and she has been the recipient of several awards, including the Shangri-La President's Award for Outstanding Contribution in 2011 and the Gold Award in the Hospitality Division at the 2017 Asia Pacific Stevie Awards.