In an industry where excellence is measured by experience, comfort, and consistency, few names stand out with the quiet confidence of enduring success. The global hospitality landscape thrives on innovation, cultural sensitivity, and operational precision—qualities that define the world’s most trusted hotel brands. Behind every remarkable stay is a commitment to service that goes beyond the ordinary, driven by visionaries who understand that true luxury lies not just in amenities but in the seamless fusion of professionalism and heartfelt hospitality.
Swiss-Belhotel International is a globally recognized hospitality management group with a portfolio of over 150 hotels and projects across 20 countries, under the leadership of Gavin M. Faull, who serves as Executive Director, Chairman, and President. A New Zealand-born entrepreneur with more than 40 years of experience in hotel management and corporate development, Faull has guided the family-owned business from its origins into a multi-continental success, with expansion goals targeting 530 hotels by 2030.
A Legacy of Passion and Professionalism
Swiss-Belhotel International was founded in 1987 in Hong Kong by Peter Gautschi, a Swiss national. At that time, the company operated three hotels located in China, Singapore, and Taiwan. Peter Gautschi brought Swiss professionalism into the dynamic and passionate Asian hospitality industry. The company culture is built on the principles of Passion and Professionalism™.
In 1990, Gavin joined Swiss-Belhotel International as vice-president of finance. He gained international hotel experience while working with The Peninsula Group. With his entrepreneurial spirit, Gavin, along with a partner from the founding team, acquired the company in 1999. Since then, the group has grown rapidly, expanding its operations across Asia, the Middle East, Australasia, and Africa. The company started in mainland China and extended its presence into Indonesia, Malaysia, the Philippines, Australia, New Zealand, Thailand, Vietnam, the Middle East, and Africa.
Putting People First During Crisis Leadership
One of the toughest leadership moments for Gavin was guiding Swiss-Belhotel International through the COVID-19 pandemic. The company had to quickly shift operations from traditional hospitality services to running quarantine facilities, all while facing a significant loss of revenue. The most difficult part was not the operational changes but making hard decisions that affected employees, such as salary reductions and temporary closures.
This challenging period taught Gavin the true meaning of resilience and empathy, shaping his leadership style. It reinforced his commitment to putting people first, even when making tough decisions. Ultimately, the experience showed that real leadership is measured not by how one handles success but by how one responds to the most difficult challenges.
Uniting Owners and Management for Better Results
Swiss-Belhotel International stands out from many other international hotel management companies due to its unique approach of actively consulting and working closely with property owners and investors. This collaborative philosophy gives the company an advantage over others.
While typical hotel management contracts offer an independent management structure, they often do not encourage owners, management, and hotel staff to work together as a unified team of professionals. Swiss-Belhotel International’s philosophy centers on building strong partnerships with property owners and investors to ensure their goals are met. The company believes that mutual success between management and owners is the true measure of success.
Swiss-Belhotel International Awards & Recognitions
- Legacy Family Business Award Asia Pacific, Family Business Association Excellence Awards (May 2024)
- EY Entrepreneur of the Year 2024, New Zealand Family Business Award (Nov 2024)
- Corporate Excellence Award, Asia Pacific Enterprise Awards (APEA) 2025 (Sept 2025)
- Hotel & Resort Management of the Year, Travel Trade Excellence Awards 2025 (Feb 2025)
- Most Excellence in Sustained Partnership Award, GarudaMiles Loyalty Summit 2025 (Feb 2025)
- Excellence Award in Sustainable Hospitality, ESG Business Awards 2024, Hong Kong (Sept 2024)
These awards demonstrate Swiss-Belhotel’s leadership, commitment to service excellence, sustainability, and strong partnerships.
Measuring and Improving Guest Satisfaction
Swiss-Belhotel International uses the international benchmarking tool ReviewPro to carefully collect and analyze guest feedback. This allows it to turn insights into actionable improvements. Additionally, the company conducts annual brand standard audits to maintain high service quality. As a result, Swiss-Belhotel achieved a global guest satisfaction rate of 91.6% in 2024.
Improving Bookings and Loyalty with Innovation
A recent example of innovation at Swiss-Belhotel International is its focus on technological enhancement through digital transformation. The company launched a new booking engine and website that are faster, mobile-first, and more user-friendly. This innovation has significantly improved the guest booking experience and increased direct bookings, offering customers a smooth and convenient process.
Equally important is the introduction of the Swiss-Belexecutive (SBEC) Loyalty Programme in 2021. Starting with just 5,000 members, the program has grown to over 3 million members worldwide by 2025. Integrated with the company’s CRM system, SBEC enables personalized offers, rewards, and communication, strengthening guest relationships and encouraging repeat visits. This combination of technology, loyalty, and personalization has not only enhanced guest satisfaction but also produced measurable business results, including higher booking conversions, stronger brand loyalty, and increased customer lifetime value.
Swiss-Belhotel International Growth at a Glance
- Over 150 properties | 20,000+ rooms | 8,000+ employees
- Operating in 20 countries across 18 brands
- Target: 530+ properties and 60,000 rooms by 2030
- Focus: Doubling footprint in Europe, the Middle East & Africa
Expanding Global Reach Through Strategic Partnerships
Swiss-Belhotel International is expanding its global presence through strategic partnerships. Recently, it collaborated with Mastercard and Garuda Indonesia to offer exclusive status-tier matching for their cardholders in the Swiss-Belexecutive (SBEC) loyalty program. The company has also strengthened partnerships with leading airlines such as Air New Zealand, Singapore Airlines, Garuda Indonesia, Citilink, Philippines Airlines, Oman Air, and Gulf Air through frequent flyer programs, further enhancing its position in the hospitality sector.
Media Features Highlighting Swiss-Belhotel International’s Growth and Values
Swiss-Belhotel International has been featured in several notable articles and interviews that highlight its growth and family-driven values. These include “The Firm: a family affair at Swiss-Belhotel International”, which explores the company’s family ownership and operations. Another feature, “The grocer’s son and the family business that turned into an award-winning international hotel chain”, shares the inspiring journey behind the brand’s success. The company’s commitment to family values was also recognized in “Family values: Swiss-Belhotel International recognised as industry leading family business”.
Additionally, an exclusive article titled “Swiss-Belhotel International in ‘an acquisition mood'” discusses its recent expansion strategies. For a comprehensive overview, the “The People and The Passion: Business Focus Magazine 2022” feature provides deeper insights into the brand and its leadership.
Shaping the Future of Hospitality
Swiss-Belhotel International recognizes that the future of hospitality in 2025 is shaped by two major global trends: sustainability and the transformative potential of Artificial Intelligence (AI). The company is actively preparing for these changes to continue delivering outstanding guest experiences.
To address the growing demand for sustainability, Swiss-Belhotel International has launched MĀUA by Swiss-Belhotel, a brand focused on sustainable luxury. This initiative goes beyond marketing; it represents a dedication to environmental responsibility by creating resorts that blend with nature and offer guests peaceful, eco-friendly retreats. MĀUA emphasizes wellness and environmental care, meeting the expectations of today’s conscious travelers who seek both luxury and a meaningful purpose.
At the same time, the company is leveraging AI to improve operational efficiency and personalize guest service. Rather than replacing human interaction, AI is used to handle routine tasks such as forecasting and administrative work. This allows staff to concentrate on providing warm, personal service and building genuine connections with guests. By combining advanced technology with its signature human touch, Swiss-Belhotel International is enhancing the guest experience while maintaining its core hospitality values.
Building a Culture of Passion and Professionalism
Swiss-Belhotel International fosters a strong corporate culture called “Passion and Professionalism™,” which combines Asian hospitality with Swiss heritage. This culture is built on three key pillars: ‘Passion & Attitude,’ encouraging dedication; ‘Teamwork & Cooperation,’ promoting collective effort for guest satisfaction; and ‘Professionalism & Standard,’ focusing on skilled hiring and ongoing training. Recognizing its people as its greatest asset, the company invests heavily in talent development.
One such initiative is the SBI RED (Regeneration Executive Development) Program, an internal succession plan designed to prepare General Managers and Hotel Managers through comprehensive training for hotel department heads. Additionally, the SBI Academy, powered by e-hotelier and Typsy e-learning platforms, provides a wide range of courses for different departments.
Swiss-Belhotel International strongly supports internal promotion and career growth, ensuring equal opportunities regardless of race, religion, or gender. This commitment to education not only enhances service quality and guest satisfaction but also improves the lives of employees and their families, reinforcing the company’s lasting positive impact on both the hospitality industry and its workforce.
Growth Driven by Vision and Local Partnerships
Looking back, Swiss-Belhotel International’s growth from five hotels in 1998 to over 150 hotels and projects in 20 countries today has been both defining and humbling. The key lesson learned is that vision must always be paired with discipline and consistency.
In the last five years, expanding into Malaysia, Kenya, Egypt, and Thailand—with Cambodia soon to follow—highlighted the importance of cultural understanding and strong local partnerships for successful growth. The launch of MĀUA by Swiss-Belhotel and BOHEMIA by Swiss-Belhotel in 2021 marked another important milestone, with MĀUA gaining global recognition as an eco-friendly luxury brand. This reinforced the belief that innovation must go hand-in-hand with responsibility, as guests increasingly seek meaningful and sustainable experiences. These milestones emphasize that true growth is driven by vision, adaptability, and responsibility, all grounded in the company’s commitment to “Passion and Professionalism™.”
Swiss-Belhotel International: Strategic Growth and Core Values
1. Massive Expansion Goal:
Swiss-Belhotel International is targeting ambitious growth, planning to expand from over 150 properties to more than 530 by 2030.
2. “Passion and Professionalism™”:
The company’s culture is rooted in its “Passion and Professionalism™” philosophy, combining Swiss precision with dynamic Asian hospitality.
3. Owner-Focused Partnership:
A key differentiator is its strategy of building strong, collaborative partnerships with property owners to ensure mutual success.
4. Innovation for the Future:
The company is addressing future trends with the MĀUA sustainable luxury brand and leveraging AI and the successful SBEC Loyalty Programme (over 3 million members) to enhance the guest experience.
5. People-Centric Leadership:
Leader Gavin M. Faull emphasized a commitment to employees and resilience during the pandemic, backing it up with investments in staff development via the SBI Academy and RED Program.
