Following her recognition among the TOP 100 Hotel General Managers of the World by the Luxury Lifestyle Awards, this exclusive interview spotlights Susan Anthony, General Manager of Amari Kuala Lumpur, whose leadership continues to shape a people-driven, sustainability-focused approach to urban hospitality. Led by Alexander Chetchikov, President of the World Luxury Chamber of Commerce, the conversation explores how modern luxury is defined through culture, innovation, and responsible growth at Amari Kuala Lumpur.

Alexander Chetchikov: Luxury today is often described as emotional and experiential, how do you personally define luxury hospitality, and how does that philosophy translate into the guest experience at Amari Kuala Lumpur?

Susan Anthony: For me, luxury hospitality isn’t just about opulence or grand gestures — it’s about how a guest feels throughout their stay. It’s emotional, intuitive, and deeply personal. True luxury happens in the moments that feel effortless yet meaningful: when your preferences are anticipated, when you feel genuinely welcomed, and when every detail, no matter how small, contributes to your comfort and peace of mind. We focus on turning these moments into memories for our guests.

At Amari Kuala Lumpur, we bring this philosophy to life through authentic guest experiences. It could be a returning business traveller who’s remembered by name, or a family who feels completely at home from the moment they arrive. From warm, attentive service and thoughtfully designed spaces to subtle touches that reflect local culture, we aim to create experiences that feel effortless, memorable, and uniquely personal. Our goal is for every guest — whether here for work or leisure — to leave feeling cared for, understood, and truly valued.

AC: In your view, how can a luxury hotel balance warmth, inclusivity, and refinement while catering to both business and leisure travellers in a fast-paced city like Kuala Lumpur?

SA: Luxury hospitality today is really about how a guest feels. It’s not about excess or formality, but about thoughtful moments that feel personal and genuine. True luxury is when things happen seamlessly — when your needs are anticipated, you feel sincerely welcomed, and the experience feels effortless from start to finish, At Amari Kuala Lumpur, this comes through in the real moments our guests often share with us. It could be a returning business traveller who appreciates being remembered by name, or a family who tells us how comfortable and cared for they felt throughout their stay. These authentic experiences — the quiet gestures, the warm conversations, the sense of familiarity — are what define luxury for us. We want guests to feel relaxed, understood, and completely at ease, whether they’re here for one night or many during their stay.

AC: How do exclusive elements such as Club-level privileges, personalised service, and thoughtfully designed spaces contribute to a sense of elevated yet accessible luxury for today’s guests?

SA: Exclusive elements such as Club-level privileges, personalised service, and thoughtfully designed spaces play an important role in shaping how guests experience luxury today — but only when they feel natural and accessible, not intimidating.

Club-level privileges, for example, are about giving guests a sense of ease and flow. It’s the convenience of a dedicated space to work quietly during the day, unwind in the evening, or enjoy a moment of calm away from the pace of the city. Guests often tell us they value the comfort, privacy, and small details that make their stay feel smoother and more relaxed.

Personalised service is where luxury becomes truly meaningful. Remembering a guest’s preferences, offering thoughtful recommendations, or simply recognising a returning guest creates a feeling of familiarity and trust. These genuine interactions make guests feel seen and valued, without ever feeling over-serviced.

Thoughtfully designed spaces bring all of this together. When a space is intuitive, comfortable, and reflective of local character, guests can move effortlessly between work and leisure. At Amari Kuala Lumpur, our aim is to create environments that feel refined yet welcoming — places where guests can be productive, connect, or simply slow down.

Together, these elements create an elevated experience that feels warm, inclusive, and relevant to how today’s guests travel — where luxury is defined not by formality, but by comfort, connection, and authenticity.

AC: Sustainability is increasingly intertwined with luxury, how do initiatives such as eco-certification, reduced plastic use, and local sourcing enhance rather than dilute the luxury narrative?

SA: Today, luxury and sustainability go hand in hand. For us, sustainability doesn’t take away from the experience — it adds meaning and depth to it. Guests want to enjoy comfort and quality, while also feeling confident that their stay is thoughtful and responsible. Sustainability is a lifestyle.

At Amari Kuala Lumpur, eco-certification reflects our commitment to doing things properly, not just visibly. Being recognised as a Certified Eco Hotel under the ESG Adoption Programme, alongside receiving the International Sustainability Award, reassures guests that sustainability is embedded into our lifestyle.

Our efforts to reduce plastic use are intentionally subtle. We focus on well- designed alternatives in guest rooms and public areas, so the experience still feels refined and considered. Guests often tell us that these details feel natural and unobtrusive, which is exactly how sustainability should be experienced.

Local sourcing plays a meaningful role in how we express luxury. By working with local suppliers and incorporating regional flavours, materials, and cultural influences, we create experiences that feel rooted in Kuala Lumpur. Whether it’s through our dining concepts or collaborations with local partners, guests gain a genuine sense of place while knowing their stay supports the surrounding community.

Ultimately, sustainability at Amari Kuala Lumpur enhances the luxury narrative by making it more conscious, more authentic, and more relevant. It allows guests to enjoy an elevated experience while feeling good about the choices behind it — and that, to us, is modern luxury.

AC: You are known for a collaborative and empowering leadership style. How does leading by example help shape hotel culture and influence service excellence across departments?

SA: For me, leadership starts with leading by example. How we show up as leaders every day sets the tone for the hotel—how teams work together and how they care for our guests.

At Amari Kuala Lumpur, I believe collaboration and empowerment have to work both ways. Leaders must listen, trust, and support their teams, and at the same time, teams need to take ownership and step up. When that balance is right, people feel respected and confident in what they do.

That sense of shared responsibility breaks down silos, strengthens teamwork across departments, and ultimately shows in the guest experience. Service excellence becomes natural because everyone understands that their role—no matter how visible—matters. At Amari Kuala Lumpur, this culture of shared responsibility and mutual respect allows service excellence to happen naturally. Our team takes pride in what they do, feels confident to make decisions in the moment, and understands that every role — no matter how visible — contributes to the overall guest experience. That collective ownership is what truly elevates our service.

AC: How do you inspire, train, and retain talent in a competitive hospitality market while ensuring long-term motivation, well-being, and professional growth for your team?

SA: In today’s competitive hospitality landscape, inspiring, training, and retaining talent requires more than good intentions — it requires action. That’s why the idea of ‘Accelerate Action’ resonates strongly with me.

For me, empowerment is not about giving everyone the same opportunities, but about giving them a shoe that fits. People have different strengths, motivations, and stages in their careers. When leaders take the time to understand that, training becomes more meaningful, roles become more purposeful, and performance improves naturally.

At Amari Kuala Lumpur, we focus on placing people where they can thrive, supporting them with the right guidance, and trusting them with responsibility. When team members feel seen, valued, and set up for success, they are more engaged, more loyal, and more willing to grow with the organisation.

That is how we inspire action, build capability, and retain talent — by turning equity and empowerment into everyday leadership practice, not just a concept.

AC: What operational or service improvements under your leadership best reflect the evolution of the hotel, particularly in areas such as smart technology, efficiency, and guest satisfaction?

SA: The evolution of Amari Kuala Lumpur has been driven by a clear focus on using smart systems to enhance both guest satisfaction and operational efficiency — always with the intention of supporting our people, not replacing the human touch.

On the guest experience side, ReviewPro plays a vital role in how we listen to our guests and respond meaningfully. By monitoring real-time feedback across all major review platforms, we’re able to identify trends, address concerns quickly, and make informed, data-driven improvements across departments. The insights from sentiment analysis, guest satisfaction surveys, and our Global Review Index™ allow us to continuously refine our service standards. Improvements in guest sentiment, faster response times, and stronger online ratings are clear indicators that these efforts are making a real difference.

From a commercial and revenue perspective, tools such as Cockpit and Avalon support more informed and agile decision-making. Cockpit allows us to track performance in real time. The Vino Food Management System supports our culinary team to monitor food usage and waste in real time, allowing us to make smarter decisions around menu planning, portioning, and procurement. This not only reduces food waste and costs, but also reinforces a culture of accountability and awareness across the kitchen.

Together, these improvements reflect how Amari Kuala Lumpur continues to evolve — embracing smart technology, improving efficiency, and delivering a more seamless, satisfying experience for both our guests and our team.

AC: Looking ahead, how do you see the hospitality industry in Asia evolving, and what role do city-centre lifestyle hotels like Amari Kuala Lumpur play in shaping its future?

SA: Looking ahead, hospitality in Asia is becoming far more experience-driven and purposeful. Guests today want more than just a place to stay — they want connection, ease, and experiences that feel relevant to their lifestyle and the city they’re in.

For city-centre lifestyle hotels like Amari Kuala Lumpur, our role is to bring the city to life through thoughtful service, local culture, and seamless convenience. Technology and sustainability will support that journey, but at the heart of it is people.

As leaders, our responsibility is to inspire, train, and retain talent by empowering our teams — and that empowerment must work both ways. When team members feel trusted, supported, and valued, they naturally deliver more meaningful experiences to our guests. That’s how we stay relevant, competitive, and future-ready

Thank you, Susan, for sharing your insights on leadership, sustainability, and the evolving definition of luxury hospitality. Your vision continues to position Amari Kuala Lumpur as a dynamic benchmark for modern urban hotels in Asia.

To learn more about the experience, location, and lifestyle, visit https://www.amari.com/kuala-lumpur.