Amari signifies infinite hospitality. In this interview, we explore the essence of this philosophy with Susan Anthony, General Manager of Amari Kuala Lumpur. We delve into her leadership style, her vision for the hotel, and how Amari Kuala Lumpur is translating its commitment to warmth, authenticity, and innovation into unforgettable guest experiences. We also discuss the hotel’s sustainability initiatives and its role in shaping the future of the hospitality industry.
CD: Could you walk us through your career journey, from your early days as a Linen & Laundry Supervisor to becoming the General Manager of such a prestigious hotel?
SA: Looking back, the journey from Linen & Laundry Supervisor to General Manager was not only a professional evolution but also a personal one. I learned to adapt, overcome challenges, and always maintain a focus on improving the guest experience. The most important lesson has been that success in hospitality is built on strong teamwork, resilience, and constant adaptation to the needs of both the guests and the business.
In summary, each milestone was a building block, and the challenges faced were opportunities for growth. Moving from a supervisory role to a GM position required developing a mixture of operational, financial, and leadership skills while keeping an unwavering focus on the guest experience and employee well-being.
CD: What inspired you to take on the role of General Manager at Amari Kuala Lumpur, and what unique qualities do you believe you bring to the position?
SA: The Brand’s Vision and Reputation: Amari is known for its vibrant, contemporary approach to hospitality, offering a blend of luxury and warmth with a focus on service excellence. The brand’s vision of creating memorable, personalised guest experiences resonated with me deeply. I was particularly drawn to Amari Kuala Lumpur’s location and its potential for growth, both in terms of expanding its market presence and enhancing its offerings. The opportunity to be part of such an innovative and forward-thinking brand was inspiring.
In summary, my decision to take on the role of General Manager at Amari Kuala Lumpur was motivated by a combination of the brand’s potential, the dynamic Kuala Lumpur market, and my desire to contribute to the hotel’s success. The unique qualities I bring to the position include a blend of operational expertise, strategic vision, a commitment to creating an exceptional guest experience, strong communication, resilience, and a passion for sustainability—all of which I believe will allow me to lead Amari Kuala Lumpur toward continued success and growth.
CD: Could you elaborate on the hotel’s philosophy and how it translates into the guest experience? What are the core values that guide your team’s approach to hospitality?
The philosophy at Amari Kuala Lumpur is rooted in creating meaningful and memorable experiences by blending warmth, authenticity, innovation, and a passion for excellence. Amari signifies infinite hospitality. Amari Kuala Lumpur offers a vibrant and versatile escape in the city. Amari signifies infinite hospitality.
Amata in Pali means eternal, infinite and Ari in Sanskrit means kindness , hospitable. The DNA of Amari is celebrating contemporary Thainess. These core values shape how we approach a Thai infused hospitality, ensuring that each guest feels valued and leaves with a sense of satisfaction and connection to the hotel and the city.
CD: Amari Kuala Lumpur has made significant strides in sustainability. Can you discuss the specific initiatives implemented under your leadership, and how these contribute to the hotel’s overall impact?
SA: Over the last year has been a remarkable year for us at Amari, as we continue to elevate our commitment to sustainable hospitality. A key milestone in this journey has been achieving certification as an Eco Hotel under the ESG Adoption Programme. In addition, we are proud to have won the Luxury Lifestyle Awards – International Sustainability Award 2024, a testament to our ongoing dedication to sustainability.
CD: What is your leadership style, and how do you inspire and motivate your team to deliver exceptional service? What strategies do you employ to foster a positive and productive work environment?
SA: My leadership style is centered on collaborative empowerment, leading by example, and inspiring a shared vision. I believe in creating an inclusive and positive work environment where every team member feels valued, motivated, and aligned with the hotel’s goals. This approach not only ensures exceptional service but also fosters long term loyalty and job satisfaction among staff.
CD: What are the biggest challenges facing the hospitality industry today, and how is Amari Kuala Lumpur addressing them? What emerging trends or opportunities do you see for the hotel in the future?
SA: The hospitality industry today is navigating several significant challenges, many of which are shaped by global trends, evolving guest expectations, and economic factors. At Amari Kuala Lumpur, we are proactive in addressing these challenges while also keeping an eye on emerging trends that will shape the future of the hotel. To name a few main ones how we are tackling them, as well as the opportunities that lie ahead:
1. Labor Shortages and Talent Retention
Challenge: The hospitality industry has been facing significant labor shortages, which have been exacerbated by the pandemic and changing workforce dynamics. The challenge is not just about attracting talent, but also about retaining skilled employees and ensuring high levels of motivation and engagement.
How Amari Kuala Lumpur is Addressing It:
Training and Development: At Amari Kuala Lumpur, we are committed to investing in our people. We offer ongoing training programs to develop both hard and soft skills, with an emphasis on creating career progression paths for employees. This helps ensure a skilled workforce that is confident in delivering exceptional service.
Workplace Culture: We have created a supportive and inclusive work environment where employees feel valued and appreciated. We recognise the importance of fostering a positive workplace culture to retain talent. Offering flexibility and work-life balance also plays a major role in staff satisfaction.
Employee Well-being: Amari Kuala Lumpur places a strong focus on the mental and physical well-being of our team, recognising that a happy workforce directly translates to satisfied guests. We offer wellness programs, team-building events, and initiatives that prioritise employee health and happiness.
2. Rising Operational Costs and Sustainability Demands
Challenge: Rising operational costs, including energy prices and supply chain disruptions, are significant challenges. Additionally, there is increasing pressure from guests and governments for hotels to become more sustainable and eco-friendlier.
How Amari Kuala Lumpur is Addressing It:
Sustainability Initiatives: We are continuously exploring ways to reduce our environmental impact, including energy-efficient technologies, water conservation practices, and waste reduction. Amari Kuala Lumpur actively participates in sustainability programs, such as reducing plastic waste and adopting green certifications. Our commitment to sustainability is a core part of the hotel’s operational philosophy.
Smart Technology: To mitigate rising operational costs, we have implemented smart technology in the hotel, such as energy-saving systems and automation for housekeeping and guest services. These initiatives help us run more efficiently while reducing our carbon footprint.
Local Sourcing and Partnerships: To address supply chain challenges and support the local economy, we focus on sourcing locally for food, amenities, and other services. This not only helps reduce operational costs but also supports sustainability goals and strengthens relationships with local businesses.
Sustainability as a Competitive Advantage: With travellers becoming more eco conscious, sustainability will continue to be a key driver of decision-making. Amari Kuala Lumpur is committed to enhancing its sustainability efforts, which includes expanding its green certifications, offering more sustainable dining options, and promoting eco-friendly practices both internally and with guests.
Conclusion
The hospitality industry faces several challenges, including labor shortages, rising operational costs, and evolving guest expectations. However, at Amari Kuala Lumpur, we are embracing these challenges as opportunities for innovation and growth. By focusing on sustainability, personalization, and technology, we are not only addressing current trends but also positioning ourselves for future success. Through strategic investments in wellness, local experiences, and cutting-edge technology, we are poised to provide exceptional service and stand out as a leader in the Kuala Lumpur hospitality scene.
CD: How has your role as General Manager impacted your personal life and growth? What are the most rewarding aspects of your job?
SA: Being the General Manager of Amari Kuala Lumpur has been a journey of personal and professional growth. The challenges of the role have sharpened my leadership skills, deepened my emotional intelligence, and taught me the importance of balance. The most rewarding aspects of my job are the opportunities to mentor my team, provide exceptional experiences for our guests, and see the tangible results of our collective efforts. Every day presents new learning opportunities, and I am deeply grateful for the experience and the ability to make a difference in both my team’s lives and our guests’ experiences.
Ultimately, the sense of personal fulfillment that comes from being able to lead a hotel and positively impact people’s experiences is what keeps me motivated. There is an immense pride in being able to see the results of your work reflected in the hotel’s success, the team’s performance, and the guests’ happiness.
CD: What advice would you give to young professionals aspiring to a career in hospitality? What skills and qualities do you believe are essential for success in this industry?
SA: A successful career in hospitality is built on a foundation of hard work, passion, and an unwavering commitment to service excellence. By developing key skills such as communication, leadership, emotional intelligence, and adaptability, aspiring professionals can not only excel in this industry but also make a meaningful impact on the experiences of their guests and the success of their organisations. Keep an open mind, embrace challenges, and always strive to improve—your efforts will be rewarded both personally and professionally.
