JEN Penang Georgetown by Shangri-La is now led by its new general manager now – Ms Ivy Tan.
With more than twenty years in hospitality, she had worked her way up to general manager level across a mix of properties, including experience with other international hospitality brands.
“I am returning to a team I worked with around 15 years ago and I already have strong rapport with several of the Excom members, so there’s a real sense of coming home.
“Actually, my hospitality journey began at Shangri-La Rasa Sentosa Resort, where I discovered that hospitality is much more than service — it’s about making people feel genuinely welcomed, valued and cared for.
“What inspired me most was the Shangri-La DNA of Hospitality from the Heart — a culture built on humility, respect, sincerity, and genuine care for both guests and colleagues.
“I was also fortunate to learn from leaders who embraced, coached and empowered their teams, creating an environment where people felt inspired to grow and deliver their very best. Those experiences shaped my own leadership philosophy: when we take care of our colleagues, they will naturally create memorable experiences for our guests,” adds Tan.
Her travels had taken her to Singapore and China too. Over the years, she has come to appreciate that while cultures may differ, the essence of hospitality remains the same.
“People will always remember how you made them feel. Today, my purpose is to build high-performing teams, nurture a culture of care and excellence, and ensure every guest leaves with memorable experience. That, to me, is true hospitality from the heart.
“I find peace by disciplining the time I set aside for myself — real personal space, not squeezed in around work. That might mean a walk along the night markets or simply lazing in my favourite coffee shop.
“I make time to catch up with friends and step completely away from work when I do,” she adds.
In her spare time Tan loves to spend time with family doing something together, whether getting hands-on with pottery or spending time at the temple.
“I also make sure to take proper holidays away and carve out time to travel, so I can truly switch off and recharge.
Moving forward, she wants to bring that same warmth to every guest interaction, letting the city and its people shape the experience, and to grow together as one team, pulling in the same direction.
“Most importantly, this is also a chance for me to reconnect with my own heritage, being a Penang girl myself,” she shared..
Her philosophy is to lead by example — with integrity, humility, and genuine care.
“I believe every encounter, whether with a guest or a colleague, is an opportunity to build trust, create meaningful connections, and leave a lasting positive impression.
“Hospitality is about people; while beautiful hotels create the setting, it’s authentic relationships and heartfelt service that create memorable experiences. As a leader, I believe in being present, listening, supporting my team and inspiring them to deliver service from the heart. When we consistently connect with people, we don’t just create satisfied guests — we build lasting relationships, loyalty, and a culture that people are proud to be part of,” she adds..
Her favourite food includes most of Penang’s local fare, namely Penang Assam Laksa, Pasembur Mamak, Hokkien Mee, Char Kuih Kak, Char Kway Teow, Chendol, Chee Cheong Fun, Roti Canai, Wan Tan Mee and countless gems in every corner of the city.
That’s great news for the hotel! It sounds like Ivy brings a lot of valuable experience to the role.