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The Royal Portfolio is a family owned and run group of luxury, boutique hotels located in iconic destinations across South Africa. The Royal Portfolio started in 1999 when Liz and Phil Biden decided to turn their family bush lodge in the Greater Kruger National Park into a private safari lodge. That lodge is now Royal Malewane - one of the most exclusive safari lodges in Africa.That family ethos permeates throughout The Royal Portfolio properties where guests are made to feel completely relaxed and at home. Birkenhead House in Hermanus and La Residence in Franschhoek followed suit, offering guests a coastal and a gourmet experience to complement the safari experience at Royal Malewane. The Royal Portfolio opened The One Above penthouse in 2014 and in March 2017, the Biden family realised their dream of opening a hotel in their home city of Cape Town. The Silo Hotel is located in the historic grain silo complex above Zeitz MOCAA in the V&A Waterfront, completing the circuit of quintessentially South African luxury travel experiences.The vision of the Biden family is to give guests a complete experience and a perfect stay.
TRP Chairperson (Husband & Dad)Birthday 5 JulyLives in Cape TownWe really just wanted to share the beautiful places that we were privileged to enjoy as a family, with others. But it was addictive and soon after opening Royal Malewane, we opened Birkenhead House and then La Residence. We had always wanted to open a hotel in our home town of Cape Town but had always been waiting for the right opportunity and the perfect property – that opportunity came along in the form of The Silo Hotel in the V&A Waterfront – a hotel that will complete a wonderful circuit of South African travel experiences.
We’re always open to new opportunities though that fit with our company purpose – to give guests a complete experience and a perfect stay. To those ends, we have been exploring opportunities in Gorongosa in Mozambique and at Victoria Falls – two wonderful destinations for visitors to Africa.
Founded : 1999
Mr : Phil Biden
Statement : We are very fortunate to have such a wonderful team at The Royal Portfolio. And an incredibly loyal team – many of our team have been with us from day one. And I think that is because we really are a family business and we believe that every member of staff is a part of that family. Mutual respect is another cornerstone of our culture – we believe passionately in creating an environment where individuals can grow and express their full potential.Our Purpose & Values is a set of ideals which ensures that all Royal Portfolio staff are working towards one common goal. A common goal which places our guests at the heart of everything we do. These values are deeply entrenched in every single member of staff.
OUR PURPOSE & VALUES
STATEMENTTo give our guests a complete experience and a perfect stay GuestTo be welcoming, genuine and warm
To provide value and superior, personalised service
To create an environment of relaxation and enjoyment
To have a culture of mutual respect, trust and integrity To recognise, reward and uplift To have passionate and expert staff
To be financially sustainable To uplift local communities
To promote conservation and protect the environment
Purpose and Values
Our Purpose and Values Addendum
(The Reason We Exist)
“TO GIVE OUR GUESTS A COMPLETE EXPERIENCE AND A PERFECT STAY”
To offer freely and generously and not to expect anything in return.
Nothing is ever too much trouble. Deliver more than is expected.
To anticipate our guests’ needs (the guests must not have to ask).
Who are our guests?
They are wealthy, successful, powerful, influential, well-travelled, demanding and different from one another. They are from all over the world.
Any person visiting one of our properties. Including paying guests,non-paying guests, day visitors, staff, travel agents, friends and family, journalists and other suppliers.
What do our guests expect?
Personalised, professional service in a luxurious, relaxing, homely environment.
To be treated as individuals and to have their individual needs met.
They measure their experience against the best hotels in the world.
From pre to post arrival. A journey of 20 guest touch points which must all be perfect.
Encompassing every aspect of our guests’ needs – physical and emotional.
The overall experience must be one of personal service and individual attention.
This experience must be hassle free from beginning to end.
The experience should be unforgettable – life changing!
We must lead the industry in developing a unique guest experience at each property.
Engage with and understand our guests.
Ensure that guests are comfortable and that their environment, their experience and their service cannot get any better.
(The Behaviours Required To Attain Our Purpose)
“To be welcoming, genuine and warm”
We provide a HOME away from HOME.
Be open, friendly, genuine, honest, authentic and unobtrusive.
Be happy to see our guests at all times.
Smile and look guests in the eye when you greet them.
Be effective (doing the right thing) and efficient (professionally and with expertise).
“To provide value and superior, personalised service”
Guests must feel like the experience is worth more than they paid - give more than is expected.
Deliver, innovative, world class service.
Look presentable and conduct yourself professionally. Remember that you represent The Royal Portfolio at all times.
Be knowledgeable and up to date with current affairs in order to relate to guests.
Understand our guests’ individual needs, preferences and their reasons for staying.
“Create an environment of relaxation and enjoyment”
The ambiance is created by making things look beautiful – pay attention to detail.
Guests should not be bound to time or routine.
Guests should feel comfortable, forget their worries and be happy.
TRP News and updates
It is with great pleasure that we congratulate Ella Hamilton-Russell on her promotion to Duty Manager from 01 February 2019.
Ella has been a great contribution to the team and we know she will keep our Company Purpose and Values close to heart and do us proud!
All the best Ella!!. (her email address is: firstname.lastname@example.org)
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