The Grace of Growing from the Ground Up
There is something immediately comforting about Mr. Dennis Chong.
He smiles easily, listens with care, and carries himself with a quiet grace that makes people feel at ease. Today, he serves as General Manager of Shama Lakeview Asoke Bangkok. He’s one of the people behind the scenes shaping how guests experience “feeling at home.”
But his story in hospitality began right at the front door.
“I started as a doorman,” Dennis says, without hesitation.
It was part of an apprenticeship program at a five-star hotel in Kuala Lumpur, where learning meant being present every day: opening doors, greeting arrivals, and watching tired travelers soften the moment they felt welcomed. Those early days taught him something that never left: how powerful a simple, genuine welcome can be.
That grounding still guides him today. Dennis believes the best guest experiences are built from understanding real moments — the ones that happen on the ground.
“You need to know what’s really happening,” he says, “to take care of people properly.” For guests, that translates into service that feels intuitive, thoughtful, and unforced.
Over the years, Dennis’s career took him well beyond the front door. From concierge and sales to senior commercial and operational leadership roles, he worked across some of the region’s most respected hospitality brands, gaining experience in both hotels and serviced residences.
Each chapter added a deeper understanding of what guests truly value, and what teams need in order to deliver it consistently.
Dennis doesn’t believe hospitality should feel scripted.
Having spent much of his career in five-star establishments, he understands the difference between polished service and genuine connection.
“Communication isn’t about star ratings,” he explains. “It’s about being natural.”
Guests may forget the words, but they always remember how they were made to feel, relaxed, understood, and cared for.
That belief sits at the heart of the Shama brand. Shama isn’t about show or formality.
It’s about comfort, ease, and living well. “The hardware is what it is,” Dennis says. “The staff are what make the difference.”
It’s the smiles in the lobby, the quiet attentiveness, and the feeling that someone is genuinely looking out for you.
One lesson that shaped Dennis came early in his career — and from a guest. While he was working hard to resolve a small mix-up, the guest smiled and said kindly, “Young man, guests are not always right, but they are always important.”
Dennis never forgot it. To him, it means listening first, responding with empathy, and finding solutions that leave everyone feeling respected.
He believes that thoughtful service recovery often builds deeper trust than a flawless stay ever could.
Beyond operations, Dennis is passionate about developing people — because well-cared-for teams care better for guests. He believes that when staff feel supported and trusted, that warmth naturally flows outward.
Outside of work, Dennis is a devoted family man and a father of two young boys. Family shapes how he defines luxury: time together, a sense of safety, and peace of mind. It’s a perspective many guests quietly share — and one that Shama reflects every day.
After more than three decades in hospitality, Dennis Chong still walks the property, still checks in with his team, still smiles with sincerity.
And while guests may never see every decision he makes, they feel the result, in the calm, comfort, and genuine care that turn their Shama stay into something memorable.
Shama, At The Heart of It All
Shama is thoughtfully designed for people who value space, ease, and a genuine sense of belonging wherever they travel. With properties in strategic neighbourhoods across Thailand, China, Hong Kong, and Malaysia, Shama places guests close to local life while offering the comfort and consistency of a place that feels like home. From spacious living and thoughtful amenities to friendly, intuitive service, Shama creates stays that are relaxed, reassuring, and effortlessly liveable — whether for a few nights or much longer.
Discover more at www.shama.com
Story: Sue Rattanamahattana • Photography: Poonsawat Sudtama, ONYX Hospitality Group
ABOUT HEARTMADE
Created to celebrate the 60th anniversary of ONYX Hospitality Group, Heartmade is a series of heartfelt stories inspired by the people who make every stay memorable, from dedicated team members to cherished guests across Amari, OZO, Shama, Oriental Residence, as well as our spa and dining brands.
Through personal memories, meaningful connections, and moments of genuine care, the series celebrates the warmth and spirit of hospitality that have brought people together for six decades. Stay tuned for more inspiring stories from the Heartmade series.
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