Alexander Chetchikov, president of World Luxury Chamber of Commerce, recently sat down with Mr. Damian Tan, General Manager of PARKROYAL on Beach Road, to explore his distinguished career in hospitality and the principles that underpin his approach to leadership and luxury service. Mr. Tan was recently recognized as one of the TOP 100 Hotel General Managers of the World by Luxury Lifestyle Awards, an honor reflecting his dedication to operational excellence, innovation, and guest experience. With decades of experience across leading hotel brands worldwide, including JW Marriott, Marina Mandarin, Pan Pacific, and Ritz-Carlton, Damian Tan brings a unique perspective on how luxury is defined, measured, and delivered in today’s dynamic hospitality landscape.

Alexander Chetchikov: Damian, congratulations on your recognition as one of the TOP 100 Hotel General Managers of the World. How did this achievement reflect your vision for PARKROYAL on Beach Road?

Mr. Damian Tan: Thank you. I see this recognition less as an individual milestone and more as a reflection of the collective effort behind PARKROYAL on Beach Road. My vision has always been to create a hotel that is deeply connected to its destination while delivering consistent service excellence. Being recognized in this way affirms our focus on people, culture and purpose, building relevance with our guests and being grounded in its community, and led by a team that genuinely cares about the guest experience.

AC: Luxury hospitality is evolving rapidly. How do you personally define luxury in today’s hotel industry?

DT: Luxury today is no longer about excess or formality. It’s about relevance, authenticity and emotional comfort. Guests value feeling understood whether that means intuitive service, thoughtful design, or experiences that connect them meaningfully to the destination. True luxury lies in simplicity done well, where every touchpoint feels intentional, effortless and personal rather than extravagant for its own sake.

AC: You’ve held leadership roles across multiple renowned hotels. How have these experiences shaped your management style?

DT: Working across different hotels and cultures has taught me the importance of adaptability and empathy. Every property has its own rhythm, and every team brings different strengths. My management style is therefore grounded in listening first, empowering teams, and creating clarity around purpose. I believe strong leadership is less about command and more about alignment — ensuring everyone understands not just what we do, but why we do it.

AC: In your view, what are the essential elements for delivering a truly memorable guest experience in a luxury hotel?

DT: A memorable guest experience is built on three fundamentals: people, place and consistency. Warm, well-trained associates create emotional connection; a strong sense of place ensures the experience feels distinctive; and consistency builds trust. When these elements come together, guests don’t just remember the facilities — they remember how the stay made them feel.

AC: Benchmarking and in-room comfort are critical in hospitality. Could you explain your approach to ensuring guests feel both relaxed and pampered?

DT: We focus on designing spaces and experiences that support rest and ease. This includes thoughtful room amenities, quality bedding, intuitive lighting and facilities — all of which contribute to physical comfort. Equally important is emotional comfort: a smooth arrival, attentive service and the reassurance that needs are anticipated. When guests feel at ease from the moment they arrive, pampering becomes subtle rather than performative.

AC: Sustainability and wellness have become central to the luxury travel experience. How is PARKROYAL on Beach Road responding to these trends?

DT: Sustainability and wellness are not trends for us, they are responsibilities. At PARKROYAL on Beach Road, this is most visibly expressed through our newly revamped Wellness Floor, which offers a holistic environment for rest and renewal. In-house guests have access to twice-daily studio wellness classes, allowing them to maintain healthy routines seamlessly during their stay.

Beyond wellness, we embed sustainability into our food and beverage operations through responsible sourcing practices, with our restaurants recognized under the Farm-to-Table Programme, reflecting our commitment to supporting local producers and mindful consumption. At a property level, our Global Sustainable Tourism Council (GSTC) certification further reinforces our long-term commitment to internationally recognized sustainability standards.

Together, these initiatives ensure that wellness and sustainability are experienced naturally by our guests — not as add-ons, but as an integral part of a comfortable, contemporary luxury stay.

AC: Looking ahead, what do you see as the biggest opportunities and challenges for the hospitality industry over the next five years?

DT: One of the biggest opportunities lies in experience differentiation — hotels that can clearly articulate their purpose and connection to place will stand out. At the same time, the industry faces challenges in talent retention, rising costs and evolving guest expectations. Success will depend on how well we invest in our people, embrace technology thoughtfully, and remain agile while staying true to our brand values.

AC: Finally, what advice would you give aspiring hotel leaders aiming to combine operational excellence with authentic luxury service?

DT: My advice is to never lose sight of the human element. Operational excellence provides the foundation, but authentic luxury comes from empathy, humility and curiosity. Spend time on the ground, listen to both guests and colleagues, and lead with integrity. When leaders model care and accountability, luxury service becomes a natural outcome rather than a scripted process.

Thank you, Mr. Tan, for sharing your insights and reflections on luxury hospitality and modern hotel management. Through his leadership at PARKROYAL on Beach Road, Damian Tan continues to set a benchmark for operational excellence, innovation, and personalized guest experiences.

Discover more about PARKROYAL on Beach Road and experience luxury hospitality firsthand: https://www.panpacific.com/en/hotels-and-resorts/pr-beach-road.html.