Shermee Tan

Exploring how Universal Hotels & Resorts is embedding structured HR governance and commercial discipline across multiple hotel properties, balancing central control with on-the-ground service agility in a high-variability hospitality environment.

• Standardising HR governance frameworks across diverse brands and property types to ensure policy consistency, compliance and accountability without diluting service culture

• Embedding commercial discipline into workforce planning by aligning labour models, cost controls and performance metrics with property-level profitability targets

• Strengthening oversight and escalation structures to manage peak demand fluctuations, high turnover risk and operational variability

• Integrating shared services KPIs with on-site operational outcomes to ensure HR and finance governance directly supports guest experience and commercial performance 

Exchange ideas on building future-ready, digitally skilled, and engaged Shared Services & GBS workforces.