In the Lounge with Derrick Siew
With a hospitality career spanning 35 years across Asia, Derrick Siew brings a deep sense of balance, adaptability, and empathy to his leadership. Now General Manager of The Westin Pazhou and Courtyard Pazhou in Guangzhou, Derrick began his journey at just 16 years old in a stewarding role in Singapore. His career has taken him from Taiwan to Switzerland, and from Suzhou to Macau and beyond, with the past 16 years spent growing with Marriott International.
In this interview, Derrick shares his perspective on generational leadership, the importance of staying grounded in frontline operations, and why adaptability is key in today’s rapidly evolving hospitality landscape.
Watch the full interview to hear Derrick’s story:
I’m Derrick, General Manager of The Westin Pazhou and Courtyard Pazhou. I’ve been in this industry for 35 years. Ever since I was 16, I already started working as a steward in Singapore. This actually set a good base for me throughout my whole working journey. I proceeded with my education in Switzerland, majored in hospitality, and then proceeded to take on internships in Taiwan.
So, I worked in Taiwan for almost 6 years before then proceeding with my career in China in the year 2009.
I’ve been working with Marriott for 16 years. So, an exciting journey with Marriott – from Suzhou, Beijing, Hainan, Macau, to Guangzhou. I’ve been in Guangzhou for 4 years.
Last year, I actually took up a new assignment. I’m the Chairman of Marriott International South China Business Council, presently leading about 170 hotels within my area, doing lots of charity, sustainability, and a lot of joint adventures.
So, it’s a new journey for me, a new learning for me, and I look forward to more.
What’s something you’ve unlearned as a leader?
As a General Manager, we are a “jack of all trades”. We tend to know everything about our hotel operations, but we will never learn enough from the next generation. I’m a Gen X, we are being exposed to our managerial team that are Gen Y, and the latest – Gen Z – are actually coming into our workforce now.
It’s not about how they want to adapt to us, in fact, it’s the opposite. It’s about how we want to adapt to them. They are the world-changers, and we need to face them. We need to talk in their language and learn their tricks.
What advice would you give aspiring hotel leaders?
As hotel leadership, no matter whether you are an executive member or the general manager, you should think as if you are on a table. You have four legs, and the four legs represent your customers, owners, staff, and your company. Anything that is tilted too much in one way will make you lose balance, and you will actually harm each other.
If you want to take care of your owners, contribute more profit – higher profit than is reasonable – you will end up cutting benefits from your customers, benefits from your staff…and that will be harmful.
In the long run, that will not benefit your hotel’s operations. So, balancing this table is the trick. At the same time, it’s a tactic. You need to lead, and at the same time, give more choice and give more advice to your owners, to your team, to your companies, and your staff. That’s the advice I would give you.
What do you believe today’s guests value most?
Guests are very much exposed to social media, no matter if its positive or negative. The guest experience is based on influencers vlogs that actually create their own experience. Sometimes, guests tend to abuse their authority and exceed their limits of benefits. Sometimes, guests just start posting negative feedback on our social media. This doesn’t help at all but, sometimes, we also need to take care of those guests that actually deserve our heart and soul.
Some of our staff are being abused, If we don’t stand in front of them, this doesn’t help our hotel operations.
Only when your teams know that you’re actually supporting them, can you actually get a supportive team.
As the old saying from Mr Marriott goes: only when you take care of your associates, your associates will take care of your guests, and your guests will return.
How are you preparing the next generation of hoteliers to thrive in a rapidly changing world?
In fact, Gen Z are here to change the world and lead the world. The world is booming and elevated with technology – apps and phones – we can’t change anything about that. For Gen Z, what they need is speed and they need AI. They are not traditional. I don’t think the main problem is from Gen Z, or the millennials, I think it’s actually from Gen Y losing their touch with service elements and losing their passion because of their heavy workloads.
Until now, I’m still doing my monthly trainings on: butler trainings, financial workshops, service training, setting up standards…I do it in a creative way, I do it in a funny way and make it relaxing. I tend to re-educate our Gen Y and set new expectations for Gen Z. Surprisingly, they are very eager to learn and they actually listen to our requests.
So, one piece of advice: do not lose touch as a trainer, or as a master, with the young. Talk in their language, learn from them; we need to adapt ourselves to make changes. We need to adapt to the new generation.
If your hotel had a theme song, what would it be?
Well, I’m old school and I love oldies. There is a Japanese musician/composer called Kitaro. He actually combines modern electronic instruments with classic oriental elements. He has a soundtrack called Missouri. It’s music of the east blended with instruments of the west. The music is powerful, full of energy, you can feel the passion in his music.
Try to play these soundtracks of Kitaro’s while you are doing your business strategy or budgeting. This will actually keep you going.
If you could have dinner with anyone, who would it be and why?
I choose my dad. It’s not about family relationships, my dad is my idol. He actually set up his own business when we were young with his bare hands, starting new small restaurants. In the end, we actually grew to be 120 restaurants and outlets across the whole of Asia. My dad is a successful entrepreneur, doing very well, and he actually took care of the family at the same time as taking care of his business.
What book have you recently read that inspired you?
Instead of reading books, I actually picked up something more interesting. I’ve gone back to school. I’ve been taking an MBA in hospitality for the past 1.5 years. In 6 months, I will finish the course and do my graduation.
The reason I decided to do this, under the same industry, is because I want to expose myself to something that I know and to learn something that is new. While we are in this industry, why not pick up something that we are actually professionals in? Through this MBA, I’ve learned a lot of new things, a lot of new tricks, that is within the world.
What motto do you live by?
Always remember this: experience is not equal to age. Learning and trying new tricks will never make you boring. So, a simple motto for my friends, mates, and associates would be: you’re never too old to learn and there is always something out there to explore.