In the elite world of luxury hospitality, where excellence is a non-negotiable standard and each guest experience is meticulously engineered, Mr. Yazid Mustaffa, General Manager of OPERO Hotel Southkey, has established himself as a luminary. Recently recognized by Luxury Lifestyle Awards and named among the TOP 100 Hotel General Managers of the World in 2024, Mr. Yazid Mustaffa has not only set the benchmark for luxury service but also played a pivotal role in shaping hospitality standards globally.  

With over four decades of experience, Mr. Yazid Mustaffa has guided OPERO Hotel Southkey in Johor Bahru, Malaysia, to prestigious recognition as a top-tier luxury destination, celebrated for its impeccable service and endeavour to excellence. His visionary leadership has elevated OPERO Hotel Southkey to the upper echelons of luxury business hotels, cementing its reputation in the international hospitality industry.  

In this exclusive interview, Mr. Yazid Mustaffa shares his invaluable insights on the evolution of luxury, the impact of technology on guest experience, and his philosophy on leading a successful luxury hotel. Join us as we delve into the mind of one of the industry’s most respected leaders, gaining a rare glimpse into the future of luxury hospitality and the passions that drive Mr. Yazid Mustaffa’s journey.  

Guiding this conversation is Alexander Chetchikov, President of the World Luxury Chamber of Commerce, a global authority in luxury excellence. With over 16 years of experience recognizing and promoting the world’s finest luxury brands through the renowned Luxury Lifestyle Awards, Chetchikov brings a deep understanding of the luxury landscape and its ever-evolving dynamics.  

Alexander Chetchikov: How do you believe the concept of “luxury” has evolved in recent years, especially in the hospitality sector, and what elements define luxury for today’s discerning travelers?  

Yazid Mustaffa: The concept of luxury has changed over time, with different eras and cultures placing different emphasis on what constitutes luxury. In the field of hospitality, luxury hotels began to move away from the grand, opulent styles of the past and focused on providing a more understated and refined luxury experience. Nowadays, luxury is often associated with exclusivity, personalization and a focus on experience rather  

than just material procession. Additionally, the rising trend of sustainable luxury and eco-friendly practices highlights a shift in consumer priorities, where luxury is defined not only by the product itself but also by the values it embodies and the causes it supports.  

AC: With the ongoing digital transformation, what role do you see technology playing in enhancing luxury guest experiences? Are there specific innovations you feel are essential for maintaining a competitive edge?  

YM: With the new globalization digital transformation in the recent decades has placed increasing pressure on all businesses to change. Certainly, the hospitality industry is aggressively growing in the same path of the ongoing digital transformation. Technology plays a crucial role in enhancing the luxury guest experience. Specific innovations essential for maintaining the competitive edge include digital check-in/check-out, mobile key access, online reservation systems, guest-facing digital services and back-end operational systems, smart room features, and AI technologies to improve customer experience and feedback.  

AC: Today, more travelers are looking for sustainable and responsible luxury experiences. How do you believe the luxury hospitality sector can balance opulence with environmental and social responsibility?  

YM: There have been numerous debates across various platforms regarding sustainable and responsible luxury experiences in recent times. As awareness of the demand for authentic, eco-friendly experiences grows, sustainable luxury travelers are emerging as a significant trend in the hospitality industry. Incorporating sustainable practices such as green building design, waste reduction and recycling initiatives, energy conservation, and eco-friendly food options has become essential in balancing opulence with social responsibility.  

AC: As someone who has been a leader in this field for decades, what are some emerging trends you foresee in luxury hospitality that you believe will redefine guest experiences over the next five to ten years?  

YM: In an era defined by the rapid technology advancement and shifting customer preferences our industry stands at the forefront of innovation and adoption. The landscape continues to evolve and the industry faces a multitude of transformative trends. By patronizing personalization, sustainability, technology integration, staff training and development, flexibility, and innovative guest experiences are the basic fundamentals to position ourselves at the forefront of the evolution while staying ahead as employer of choice in a competitive market.  

AC: With the rising demand for personalized and immediate service, how do you see luxury concierge services evolving, and what role do they play in differentiating high-end hotels?  

YM: The future of digital concierge services is evolving in response to changing consumer behaviour and preferences particularly among the well-to-do consumer segment. Wealthy consumers are shifting their spending pattern when it comes to traveling. Personal digital concierge services have emerged as a solution, catering to the needs of affluent travelers who seek the finest experience without having to handle the planning and arrangement themselves. Inarguably, the impact of digital concierge services has been transformational for the hospitality industry.  

AC: OPERO Hotel Southkey has become synonymous with luxury in Johor Bahru. What are some unique elements or experiences that make OPERO Hotel Southkey stand out to elite travelers?  

YM: Luxury hotels are known for their exceptional service, opulent accommodations, and lavish amenities. We cater to discerning travelers who seek a refined and unforgettable experience with the key elements of our location, elegant design and ambiance, impeccable service and attention to detail, luxurious accommodation with unparalleled amenities and facilities, finest culinary quality, and unforgettable experience and activities.  

AC: You’ve been recognized as one of the top 100 hotel general managers worldwide. Could you share a bit about your leadership philosophy and how it influences the team culture at OPERO Hotel Southkey?  

YM: My philosophy in leadership is simple, I would say that by driving the entire team in, we put our focus and motivate the workforce in achieving a clear direction of our structures, setting specific goals, and putting our hands together on what is possible even when things seem impossible. In the end, it should be in line with the company’s vision and achieving the core values of the organization. Our staff are  

our greatest strengths, guests are our highest priority, partnerships are our future, innovation and technology are our competitive edge and performance is the winning key to success.  

AC: As OPERO Hotel Southkey continues to rise in recognition, what challenges do you face in maintaining such high standards and what strategies do you employ to ensure the consistency of quality?  

YM: To sustain the workforce will be the greatest challenge, these are the people behind the scenes that need to be in the pool of talent where the training and development will be the main focus in years to come. Rewards and loyalty are the key results in sustaining the workforce. Personalized services, creating a unique atmosphere & experience, encouraging feedback and referrals, going the extra mile, and maintaining reputation are our primary objectives to sustain the highest level of quality.  

AC: Looking back on your career, what legacy do you hope to leave in the hospitality industry? And as you look to the future, what dreams do you have for both OPERO Hotel Southkey and your ongoing impact within the world of luxury hotels?  

YM: Having dedicated over 40 years to this industry, I can confidently say that my passion for hospitality remains deeply rooted in my soul. Throughout my journey as a hotelier, I have invested immense time and energy into this profession and look forward to passing on my knowledge and experience to the next generation. This recognition from LLA reinforces my confidence that we have successfully established a benchmark for positioning OPERO Hotel Southkey within the international luxury market. I am deeply committed to nurturing the brand’s growth over time, aspiring to elevate its standards and solidify its image as a symbol of global luxury.  

As we conclude this enlightening conversation, we extend our heartfelt gratitude to Mr. Yazid Mustaffa for sharing his invaluable insights and vision with us. His perspective on the evolving nature of luxury, the vital role of personalized service and the importance of innovation in hospitality has provided a deeper understanding of what it takes to lead in today’s luxury hotel industry. Mr. Yazid Mustaffa’s passion and passion for excellence are evident, and his words are sure to inspire both seasoned professionals and aspiring leaders in the field. Thank you, Mr. Yazid Mustaffa, for your time and for generously offering us a glimpse into your incredible journey.  

Visit https://operohotel.com/ to find out more.