Located by the tranquil Putrajaya Lake, DoubleTree by Hilton Putrajaya Lakeside offers an extraordinary fusion of modern luxury and Malaysian cultural heritage. Since its opening in October 2021, the hotel has become a sought-after retreat, celebrated for its stunning architecture, diverse culinary offerings, and exceptional guest experiences.

Under the leadership of General Manager Ian Barrow, the hotel has redefined what it means to offer personalized luxury, oozing comfort, quality, and exclusivity. As one of Luxury Lifestyle Awards’ Top 100 Hotel General Managers of the World for 2024, Ian Barrow has earned recognition for his exceptional leadership and creating a unique, culturally immersive experience for guests. In this exclusive interview, we sit down with Ian to learn more about his journey in the hospitality industry, the vision behind DoubleTree by Hilton Putrajaya Lakeside, and his views on the future of luxury hospitality.

Leading the conversation is Alexander Chetchikov, President of the World Luxury Chamber of Commerce and a distinguished expert in the luxury industry, with over 16 years of experience recognizing and celebrating top-tier luxury brands.

Questions:

Alexander Chetchikov: Congratulations on your Top 100 victory, Mr Barrow! What would you say sets DoubleTree by Hilton Putrajaya Lakeside apart as the only resort-style hotel by the serene Putrajaya Lake, and how do you leverage this exclusivity to enhance guest experiences?

Ian Barrow: Thank you! What truly sets DoubleTree by Hilton Putrajaya Lakeside apart is our ability to cater to both leisure and business travelers. With extensive family-friendly facilities, including dedicated kids’ areas, and a wide range of versatile meeting spaces, we are the ideal destination for families seeking a short getaway or companies looking for productive retreats. Being located within Malaysia’s administrative capital, Putrajaya, our serene lakeside setting offers a refreshing escape from the hustle and bustle of city life while still providing convenient accessibility.

AC: The hotel’s architecture showcases Malaysia’s diverse cultural heritage. How do you ensure this cultural essence is consistently reflected in the guest experience, from design to service delivery?

IB: Our design is a direct reflection of Malaysia’s cultural richness, from the intricate woodwork and traditional Malaysian design elements in our interiors to the cultural experiences we provide. We ensure that this essence extends throughout the guest experience by training our staff to not only deliver exceptional service but also to embody the warmth and hospitality that are hallmarks of Malaysian culture.

AC: With Makan Kitchen being a celebration of Malaysia’s culinary diversity, what role do you believe authentic local cuisine plays in creating memorable stays for your guests?

IB: Authentic cuisine is central to a memorable travel experience. At Makan Kitchen, we bring Malaysia’s rich culinary tapestry to life, offering guests an opportunity to explore the unique flavors of each race under one roof. Our chefs use locally sourced ingredients and traditional recipes, ensuring authenticity in every dish. Guests often tell us that experiencing the diverse food culture at Makan Kitchen is one of the highlights of their stay—it’s a way for them to connect with Malaysia’s heritage through taste.

AC: DoubleTree is renowned for personalized experiences. Can you share an example of a particularly unique or personalized experience the team has created for a guest?

IB: At DoubleTree by Hilton Putrajaya Lakeside, we take pride in going the extra mile to create meaningful and memorable experiences for our guests. One particularly special moment was when we received a last-minute request from an in-house guest who wanted to propose to his girlfriend by the lake. Understanding the importance of the occasion, our team quickly sprang into action. Within a short time, we arranged a beautiful setup by the lake, ensuring a private and picturesque spot for the proposal. From selecting the perfect location to coordinating the details seamlessly, our team worked together to make the moment truly special. The proposal went perfectly, and the couple was overwhelmed with joy. The guest later shared how much he appreciated the team’s swift response and dedication to making his dream proposal a reality. Moments like these embody the essence of hospitality—creating unforgettable memories that leave a lasting impression on our guests.

AC: As a hub for both leisure and corporate travelers, how does DoubleTree by Hilton Putrajaya Lakeside cater to the diverse needs of these groups, particularly in event and meeting spaces?

IB: At DoubleTree by Hilton Putrajaya Lakeside, we take pride in catering to both leisure and corporate travelers by offering a seamless blend of work and relaxation. For corporate guests, we provide a wide range of versatile meeting spaces, including ballrooms, boardrooms, and breakout areas equipped with state-of-the-art technology and seamless connectivity to ensure productive events. Our team specializes in curating tailored solutions, whether for large conferences, team retreats, or intimate board meetings.

On the leisure front, our extensive family-friendly facilities, such as Splash’ pool, Kids Club, and more recreational activities, make us a perfect choice for families seeking a quick getaway. This combination allows us to meet the diverse needs of guests traveling for business, leisure, or both, ensuring every stay is both purposeful and enjoyable.

AC: Having managed properties across multiple countries, how have your international experiences shaped your approach to managing a hotel in a culturally rich destination like Malaysia?

IB: Managing properties across multiple countries has given me a deep appreciation for cultural diversity and the importance of understanding local nuances. Each destination comes with its own unique heritage, traditions, and guest expectations, and Malaysia is no exception. Malaysia’s rich cultural tapestry—shaped by its Malay, Chinese, Indian, and Indigenous influences—has taught me the value of incorporating these elements into both service delivery and guest experiences.

At DoubleTree by Hilton Putrajaya Lakeside, I ensure that we celebrate this cultural richness in everything we do, from the warmth and hospitality of our team members to the flavors showcased at Makan Kitchen. My international experience has also helped me foster a team culture that values inclusivity, adaptability, and a commitment to creating meaningful connections with our guests, no matter where they come from.

AC: What challenges and opportunities do you see in redefining luxury in the hospitality industry?

IB: Redefining luxury in today’s hospitality industry comes with both challenges and exciting opportunities. Traditionally, luxury was often associated with opulence and exclusivity. However, today’s travelers, especially in a post-pandemic world, are seeking experiences that are more personalized, meaningful, and authentic.

One challenge is balancing these evolving expectations with operational efficiency—delivering exceptional, tailored experiences without compromising on consistency. Guests are now looking for emotional connections, whether it’s through cultural immersion, sustainable practices, or memorable interactions with our team members.

The opportunity lies in creating “new luxury” by focusing on what truly matters: genuine hospitality, thoughtful details, and experiences that resonate on a deeper level. At DoubleTree by Hilton Putrajaya Lakeside, this means celebrating Malaysia’s rich heritage, offering family-friendly facilities, and providing seamless business solutions—all while ensuring guests feel valued and connected during their stay.

AC: You emphasize talent development as a key part of your role. How do you nurture the next generation of hospitality professionals, and what advice do you offer to aspiring hotel managers?

IB: Talent development is something I am deeply passionate about, as the future of hospitality depends on nurturing and empowering the next generation of professionals. At DoubleTree by Hilton Putrajaya Lakeside, we focus on creating an environment where team members can learn, grow, and thrive. This starts with comprehensive training programs that not only build technical skills but also develop leadership and interpersonal qualities.

I believe in mentorship and leading by example—providing guidance, sharing insights from my experiences, and fostering a culture of open communication and collaboration. Recognizing and celebrating team members’ achievements is equally important, as it inspires confidence and a drive for excellence.

My advice to aspiring hotel managers is to remain curious and adaptable. The hospitality industry is dynamic, and success comes from being open to learning, embracing challenges, and consistently putting people first—whether it’s your team or your guests. Most importantly, a passion for service and a genuine desire to create meaningful experiences will always set you apart.

AC: In your opinion, how has the concept of luxury evolved over the years, and how does it influence your vision for the guest experience today?

IB: The concept of luxury has evolved significantly over the years. Traditionally, luxury was defined by opulence, exclusivity, and material indulgence. Today, however, it is far more personal and experience-driven. Modern travelers value authenticity, meaningful connections, and personalized service over grandeur alone. Luxury is now about creating moments that are memorable, tailored, and emotionally fulfilling.

This evolution strongly influences our vision for the guest experience at DoubleTree by Hilton Putrajaya Lakeside. We focus on thoughtful details, genuine hospitality, and experiences that reflect the unique cultural richness of Malaysia. Whether it’s through warm, attentive service, curated family-friendly activities, or versatile facilities for business and leisure guests, we aim to deliver an experience that feels personal and purposeful.

Ultimately, today’s luxury is about making every guest feel seen, valued, and cared for—something we strive to achieve with every stay.

AC: What innovations or trends in the hospitality industry excite you the most, and how do you see them shaping the future of DoubleTree by Hilton Putrajaya Lakeside?

IB: The hospitality industry is constantly evolving, and several innovations and trends truly excite me, particularly in enhancing guest experiences and operational efficiency. One major trend is the integration of technology to create a seamless and personalized stay—from digital check-ins to data-driven insights that allow us to anticipate guest preferences. At DoubleTree by Hilton Putrajaya Lakeside, we see these tools as a way to enhance convenience while maintaining the personal touch that defines true hospitality.

Sustainability is another key focus, as guests are becoming more mindful of their environmental impact. Hilton’s LightStay initiative plays a crucial role here, enabling us to measure and manage our environmental footprint, from energy and water conservation to waste reduction. At our property, we are committed to implementing eco-friendly practices, such as reducing single-use plastics, optimizing energy-efficient systems, and sourcing ingredients locally for our dining outlets.

Additionally, the growing demand for “experience-driven stays” offers an exciting opportunity. Travelers today seek authentic, meaningful connections with their destinations. For us, this means showcasing Malaysia’s rich cultural heritage, providing family-friendly facilities, and creating spaces where guests can work, relax, and reconnect—all within our serene lakeside setting.

By embracing these trends and Hilton’s global sustainability commitments, we ensure that DoubleTree by Hilton Putrajaya Lakeside remains a forward-thinking destination that meets evolving guest expectations while contributing positively to our community and environment.

Thank you, Mr. Barrow, for taking the time to share your inspiring journey and vision for DoubleTree by Hilton Putrajaya Lakeside, and for your dedication to creating such a unique and culturally immersive guest experience.

To book your stay at the DoubleTree by Hilton Putrajaya Lakeside, please visit https://www.hilton.com/en/hotels/kulprdi-doubletree-putrajaya-lakeside/