General Manager Finalist Interview, Featuring Jason Leung

Jason Leung is the General Manager of Singapore Marriott Tang Plaza and a General Manager finalist of Stelliers 2020. Jason was destined for a career in the hospitality industry. Having watched his grandmother bring family and friends together through hearty meals, he learned the values of true hospitality at a young age. Follow Jason’s path to becoming a hotelier and how his experience abroad has enabled his success today. 

1.     Describe your childhood and upbringing. Where and when did your initial interest in hospitality begin? 

Born and raised in Sydney, Australia, I grew up and lived close to my mother’s family. Naturally, my first vivid memory of “hospitality” was when my grandmother would carry me on her back as she prepared a feast in the kitchen. I did not know it at the time, but I was living in a state of hospitality. 

The weekly Sunday night dinners were when the family would get together. My grandmother would host the gathering and prepare absolutely delicious meals. She often hosted people at her house, from intimate gatherings of a few to celebrations of hundreds. To me, she exemplified true hospitality. 

 In many ways, I believe my career found me. I started in sales in an unrelated industry, then in 2000, an opportunity arose to work in MICE at the Star City Hotel, which opened the door to the hotel industry. From there, I moved on to the Four Points by Sheraton Darling Harbor (Australia’s largest hotel at the time) and after two and a half years at Four Points, I made my first move abroad and became the Director of Sales and Marketing at the Westin Resort Nusa Dua Bali. 

 My time overseas coincided with my formal transition from a sales role to a real hotelier, as I progressed from Director of Sales and Marketing to Hotel Manager. It was important to put myself in the right place at the right time. I believe it is with this philosophy that I became the General Manager at the iconic Singapore Marriott Tang Plaza Hotel.

2.     Was there a particular key turning point in your career that contributed to your success today?

A key turning point in my career was when I was in Bali under the mentorship of Mr Bipan Kapur. Mr Kapur took a chance on me and gave me the opportunity to lead both his hotel and the convention sales team. The experience was challenging but the learnings were invaluable. 

I arrived within months of the Global Financial Crisis and during that time, it was all about survival. 

To my surprise, Mr Kapur was already planning a full hotel renovation for the coming year. I learned through this experience to never lose sight of what needs to be done for the hotel despite what may appear to be a dire situation in the current environment. In Bali I was truly exposed to the ins and outs of running a hotel.

The seven years I spent there was fundamental to my growth and shaping me into the hotelier that I am today. 

3.     COVID 19 has been (and still is) an immense challenge for the hospitality sector, can you share how you decided to lead your team and the property through this period? 

In these stressful times, leaders have to practice resilience and lead the organisation through the crisis. 

From my past experience, I believe in the power of empathy and compassion. I focus on encouraging our associates to think positively and to be grateful for the business that we do have while taking a rational stand to protect the financial performance of the hotel. It is important to provide consistent, reliable fact-based communications while staying focused on what’s ahead and anticipate opportunities that are likely to emerge. We must remain agile and continually re-invent ourselves.

4.     The hospitality industry has an interesting road ahead, what do you think the next few years hold for the sector and its recovery?

The hospitality industry will never be the same again after COVID-19. The pandemic has changed the world fundamentally. With some forms of recovery taking place domestically, regional travel will be key in sustaining our operations, but the challenge will be finding more opportunities that can replace the demand previously fulfilled by business and international travel. 

Moving forward, I predict that the next few years will present opportunities for change and innovation. In this unprecedented time, we have to re-examine how we do business. Elevating hotel operations and delivering top-notch guest experiences will help our industry survive, thrive and move forward into the new normal.

5.    What is a book, podcast, or media resource that you have recently read / listen to regularly that inspired/inspires you?

 David Goggins’ podcast. David is a former navy seal who “inspired himself”. He had trained his mind to be resilient, to be singular in focus and to mute the “outside noise” and condition his body to become stronger in adversity.

6. What is the motto that you live by?

When life gives you lemons, make lemonade but be the best lemonade maker you can be.