In the dynamic world of hospitality, few names shine as brightly as Susan Anthony, the esteemed General Manager of Amari Kuala Lumpur. Under her visionary leadership, this iconic hotel has not only achieved a prestigious place in the TOP 100 Hotels & Resorts of the World for 2023 by Luxury Lifestyle Awards but has also propelled Susan into the illustrious list of TOP 100 Hotel General Managers of the World. In this exclusive interview, we delve into Susan’s journey, her management philosophies, and how she steered Amari Kuala Lumpur to such distinguished heights. 

LLA: What do you believe sets Amari Kuala Lumpur apart in a competitive hospitality market, leading to its recognition as one of the world’s TOP 100 Hotels & Resorts? 

Susan Anthony: Amari Kuala Lumpur emerges different from the rest, reflecting the warmth and energy of an evolving modern Asia. Whether business or leisure, our guests will discover contemporary spaces alive with energy and local menus designed to be shared with family and friends.​ 

The Amari brand itself shares the flavors and texture of its setting. We celebrate contemporary Thai’ness & our brand DNA of Thai roots through our Thai/Malaysian-infused service culture and smile. 

The experience at Amari Kuala Lumpur is a celebration of contemporary cuisine, arts, design, architecture, wellness, festivities and fun. 

LLA: Could you take us through your journey to becoming one of the TOP 100 Hotel General Managers? What were some pivotal moments or decisions? 

Susan Anthony: I’ve been in the industry for over 28 years and started my career at the iconic Shangri La Kuala Lumpur in the position of a Linen & Laundry Supervisor, back in 1997. I’ve worked my way up since then, having worked with some wonderful brands including Shangri La, Starwood, Accor & now Onyx. 

I would say pivotal moments in my life, during this journey, was when I had my 2 children and had to balance between the challenges of work life and family. 

I have never regretted a moment of the decisions made through this journey, as both my Family and Team had made it worthwhile. 

LLA: How do you balance the demands of modern travelers with maintaining the unique charm and standards of Amari Kuala Lumpur? 

Susan Anthony: We preserve the hotel’s distinct identity through personalized service, cultural elements, and special amenities. Conducting regular market research to understand evolving preferences & investing in technology keeps abreast with “hospitality evolution”. 

We continuously train team members to uphold service standards and adapt to changing guest expectations. Striking this balance ensures a blend of modern convenience and the timeless charm of Amari Kuala Lumpur. 

LLA: Sustainability is increasingly important in the hotel industry. What steps has Amari Kuala Lumpur taken under your leadership to promote sustainable practices? 

Susan Anthony: We had partnered with a company called Eco Sentido, an integrated and holistic corporate sustainability solutions provider, to train us and successfully certify the Hotel as sustainable. 

Once we are officially certified as practicing sustainability, this is of course complying to all sustainability practices under the industry, we will also be applying as a Green Hotel under the Ministry of Tourism, Malaysia.  

LLA: What advice would you give to aspiring hotel managers who look up to your achievements and wish to emulate your success? 

Susan Anthony: To aspiring hotel managers, prioritize guest satisfaction, cultivate strong communication skills, and foster a positive work environment. Embrace adaptability, stay updated on industry trends, and lead by example to inspire your team. Continuous learning and a passion for hospitality are key to long-term success. 

LLA: Can you share a memorable experience or a significant challenge you’ve faced as the General Manager of Amari Kuala Lumpur, and how you overcame it? 

Susan Anthony: I would rather say it is more of a memorable experience as the General Manager of Amari Kuala Lumpur. With the successful opening of the Hotel back in September 2022, we brought to life Amari Kuala Lumpur and its story. 

The whole process of pre-opening right up to the actual Hotel opening with the Team Department Heads who pulled thru with me during tough times, when we faced challenges with recruitment or delays in equipment delivery. Somehow we made it happen! The best views always come after the hardest climb. 

LLA: Finally, how do you see the role of a hotel general manager evolving in the ever-changing landscape of the hospitality industry?  

Susan Anthony: The role of a hotel general manager is evolving in response to the dynamic hospitality landscape. Beyond traditional responsibilities, GMs now navigate technology integration for enhanced guest experiences, focus on sustainability, and adapt to changing travel trends. Embracing innovation, fostering a diverse and inclusive environment, and staying attuned to evolving guest preferences are crucial in this dynamic industry.