Kung Teong Wah, General Manager of PARKROYAL COLLECTION Pickering, Singapore, is a celebrated leader in the luxury hospitality industry with over three decades of experience. His dedication to personalized guest experiences, sustainability, and innovative leadership has earned him numerous accolades, including being named one of the TOP 100 Hotel General Managers of the World in 2024 by the Luxury Lifestyle Awards.

In this exclusive interview led by Alexander Chetchikov, President of the World Luxury Chamber of Commerce; a global authority in luxury excellence, Teong Wah shares insights into his leadership philosophy, the future of luxury hospitality, and the strategies behind his award-winning management approach.

Alexander Chetchikov: Can you share how your journey in hospitality began and what inspired you to pursue a career in this industry?

Kung Teong Wah: My career in hospitality began in the kitchen, where I started as a chef. I’ve always been driven by the joy of watching guests enjoy the food I prepare, which inspired me to broaden my role within the industry. That enthusiasm eventually led me to transition from back-of-house operations to guest-facing roles. Since then, I had the opportunity to work in six different countries with various hotel brands, each experience enriching my career in new ways.

AC: As General Manager of PARKROYAL COLLECTION Pickering, Singapore, what do you believe sets the hotel apart in the luxury hospitality market?

KTW: What sets us apart is our ability to adapt to the changing expectations of our guests. Luxury means different things to different people. For example, younger guests often have preferences that contrast with those of our silver-age guests, while business travelers have unique requirements compared to leisure or solo travelers. To accommodate this diversity, we focus on delivering personalized services tailored to each guest’s persona, ensuring that everyone feels valued and well cared for during their stay. This commitment to understanding and catering to our guests creates memorable experiences that truly resonate with them.

AC: Sustainability plays a big role at PARKROYAL COLLECTION Pickering. How do you balance luxury and eco-conscious practices to create a unique guest experience?

KTW: We find a balance between luxury and eco-conscious practices by providing exceptional service alongside high-quality sustainable amenities. For instance, we offer premium branded amenities in biodegradable pump bottles, and every room is equipped with a filtered water dispenser to reduce plastic bottle usage. As sustainability becomes increasingly important to travelers, more hotels are adopting green initiatives, prompting vendors to develop a wider selection of quality products that align with our commitment to the environment. We believe that luxury and sustainability can coexist harmoniously, enriching our guests’ experiences while respecting the planet.

AC: You’ve led your team through many industry shifts. What management strategies do you rely on to keep your team motivated and deliver exceptional service?

KTW: I focus on people development and tailored service offerings. By encouraging team members to enhance their skill sets, they can engage effectively across various touchpoints throughout the guest experience. For example, bell staff can take on concierge roles, while security personnel can step in as lobby ambassadors. This cross-training improves efficiency and boosts staff confidence.

Understanding the diverse needs of our guests, we provide modern conveniences for those who prefer high-tech options while maintaining traditional luxury for those who favour a classic service experience. By fostering a versatile team and personalizing service to meet our guests’ unique preferences, we enhance their experience and cultivate a motivated workforce.

AC: What does winning the TOP 100 Hotel General Managers of the World in 2024 mean to you, and how do you think this recognition reflects your leadership approach?

KTW: Being named one of the TOP 100 Hotel General Managers of the World in 2024 is a tremendous honor. It highlights my commitment to creating a positive environment for both our guests and our associates. I truly believe that when our associates are happy, our guests are happy too. That’s why I focus on ensuring our operational team enjoys their work, receives competitive wages, and has a good work-life balance. I also champion the idea of ‘plus-one service’, encouraging everyone to go the extra mile for our guests. This award reflects our shared dedication to fostering a culture of care and excellence at our hotel.

AC: How do you incorporate technology into the guest experience, and how do you see it evolving in luxury hospitality?

KTW: We enhance the guest experience by integrating technology through a comprehensive digital roadmap that streamlines operations. By utilizing tools like robotic process automation (RPA) and auto schedulers, we empower our associates to concentrate on key guest touchpoints, such as the driveway, concierge desk, and reception. Our tech offerings also include mobile check-in, an indoor navigation app, and IPTV, which enables guests to order in-room dining and enjoy personalized entertainment via Chromecast. Acknowledging that some guests prefer traditional services, we provide a physical room service menu in each room and facilitate orders through our one-connect services. As technology continues to evolve in luxury hospitality, we remain dedicated to delivering exceptional service while leveraging these advancements to create seamless and personalized experiences.

AC: In your opinion, how has the definition of luxury in hospitality changed in recent years, and what trends are shaping the future of the industry?

KTW: Luxury in hospitality has shifted from traditional offerings like marble interiors and full-service amenities to a focus on personalized, curated experiences. Today’s luxury hospitality caters to diverse guest preferences, moving beyond a one-size-fits-all approach. Two key trends that may be shaping this change: are the affluent “silver age” demographic, with a growing interest in multi-city itineraries and luxury cruises, and the new generation of tech-forward guests who seek boutique experiences that combine networking, entertainment, and gourmet dining. This transition highlights the need for personalized experiences that resonate with today’s varied luxury lifestyles.

AC: What advice would you give to aspiring hospitality professionals who want to make their mark in the luxury sector?

KTW: My advice would be to find joy in creating exceptional experiences for guests—this is at the heart of working in the luxury space. If you love to travel and genuinely enjoy sharing a refined lifestyle with others, you’ll find this career truly rewarding. The journey can be long, but it’s a career that grows with you, making your skills more valuable with each experience. Embrace the learning process and stay open to the unique ways you can make an impact.

Thank you, Kung Teong Wah! His visionary leadership and commitment to sustainable luxury have positioned PARKROYAL COLLECTION Pickering as a leader in the hospitality world. Teong Wah’s passion for creating unforgettable guest experiences, coupled with his ability to embrace change and innovation, ensures that the hotel continues to thrive in an ever-evolving industry. As he looks to the future, Teong Wah remains focused on balancing eco-consciousness with luxury, leaving a lasting impact on both his team and the guests who stay at his hotel.

Follow Teong Wah’s journey on LinkedIn & book your stay at PARKROYAL COLLECTION Pickering, Singapore here: https://www.panpacific.com/pickering