Kicking off the New Year with my first GM interview, featuring Kevin Cheah, General Manager of Iconic Marjorie Hotel, Penang, a Tribute Portfolio Hotel.
1. What do you do at Iconic Marjorie Hotel?
I am the General Manager.
2. Tell us about your journey, how did it all start?
When I was young, I was fortunate that my parents brought me to visit some hotels. It was during one of the trip visiting a 5 star resort I was amazed by travellers from different parts of the world. I am very sociable and by joining the hospitality industry, it gives me opportunity to meet people from all over the world.
3. Can you tell me about your first job in the hospitality industry?
I had the opportunity to work at Penang Mutiara Resort, A Leading Hotels of the World resort. At that time, this was the Resort in Penang. I was glad my previous boss gave me an opportunity to join the team even without working experience.
4. How would you define the purpose of a hotel?
Bring happiness and joy to our guests. To make the guest feel welcome and showcase our Malaysian Hospitality
5. What education have you received in hotel management and hospitality?
Diploma in Hotel management & Diploma in Travel Management.
6. What motivates you about working in hospitality？
As you know, we all start from the bottom and this is one industry that pays rather low. It is the love and the passion for this industry that drive me every day.
7. Why do you want to be a manager for this hotel？
I am blessed to have great bosses along the way. I feel its time for me to share my knowledge and experience to the younger generations. They are potential future leaders. Time to give back.
8. What have and what will you try to accomplish in this hotel？
The Iconic Marjorie Hotel is not just a hotel; it is a celebration of Penang’s soul. From the intricate details of Peranakan aesthetics to the warm, welcoming hospitality that characterizes our service, we strive to deliver transformative experiences that inspire adventure and evoke a sincere connection to this remarkable island.
9. What category of guests do you receive? Leisure, business, domestic?
All three of them.
10. What attractions would you recommend to hotel guests?
Georgetown is listed under UNESCO World Heritage site and this is a living heritage. On the same note, as the hotel is located on the Southern site of Penang, plenty of Eco tourism activities can be found.
11. What is the USP (Unique Selling Proposition) of the hotel? How has the hotel positioned itself in this competitive market?
Our brand purpose is clear and unwavering: we exist to preserve heritage and inspire discovery. The Iconic Marjorie Hotel is a true embodiment of this purpose, reflecting Penang’s captivating cultural tapestry while offering an immersive journey into the island’s rich heritage and traditions.
12. Could you tell us about some new initiatives that the hotel has recently unveiled?
- Living Legacy: Iconic Marjorie Hotel celebrates Penang’s vibrant past and present, ensuring that every element pays homage to the island’s diverse influences.
- Timeless Fusion: Our hotel design masterfully blends traditional Peranakan charm with contemporary refinement, creating a space where history meets modernity.
- Boundless Discovery: Through personalized experiences and exceptional hospitality, we inspire our guests to forge sincere connections with Penang’s heritage and community.
- Ardent Connections: From the warmth of our service to the richness of our offerings, we aim to create memorable moments that resonate deeply with our guests.
13. What incentives do you offer to travel agents and tour operators?
FAM groups; Special discounted rate for groups.
14. What are the sustainable practices that the hotel follows?
We are the first high-rise hotel in Penang receiving Green Building Index (GBI) Gold standard. We practise rainwater harvesting, recycling and energy saving on all equipment and lightings.
(More after the photos..)
15. In your opinion, what factors contribute to excellent customer service
Here at the Iconic Marjorie Hotel, we invite you to take that step into a world where heritage meets discovery, and every moment becomes a cherished memory.
16. What is your leadership style?
I am a team player and a person who walk the talk.
17. What are your greatest strengths?
I lead by example and the team can always count on me for support
18. In your opinion, what is the most challenging aspect of a hotel manager’s job?
Making hard business decisions and getting the team to click together.
19. Tell us about a time when you demonstrated your leadership.
We work together, dine together and the team can always count on me in decision making.
20. Can you tell me about a time you worked collaboratively with staff members to improve hotel services?
I believe in listening not only to voices from guests but also from associates.
21. How would you motivate the staff of this hotel to try their very best each day in work?
The sense of belonging.
22. On that note, what advice do you have for other GMs insofar as staff retention, staff training and staff motivation?
Associates are as important as guest to the hotel. Once they are taken care of, the hotel will excel.
23. Please walk us through your typical day at work.
By 8am I am usually in the hotel. I will walk around the hotel to greet guest and staff. 930am will be our daily operation briefing. This follows by checking email of the day. In the evening, I will make a point to walk around the hotel to meet guests and staff again.
24. Can you read financial statements?
Yes
25. Have you handled a budget before?
Yes
26. Have you in the last 12 months read something or taken a class about hospitality?
Yes. I am also an Industry advisor for a college.
27. What experience do you have with marketing and promotions?
For over 20 years I was with the Sales & Marketing department of a hotel before moving to operation.
28. Talk about a successful work project. What was your goal? What was the result?
Successfully opened this hotel within a short timeline of 3 months.
29. How will you react to a negative review or complaint from a guest while staying at the hotel?
First, I investigate, followed by understanding what transpired. Apologies when we are wrong and come up with corrective actions.
30. How would you deal with a difficult customer?
Be composed, listen to the guest. Understand the situation. Put corrective actions in place. Do recovery.
31. How do you stay current with industry trends?
Read articles, attend dialog, network with my peers in the industry.
32. Have you or your hotel received any industry accolades and awards?
Yes, plenty.
33. What do you see yourself in 5 years？
To position this hotel as a leading hotel in Penang and Malaysia.
34. What are your interests outside of work?
Watching movies and travelling.
35. What advice would you give to youngsters joining the field?
Be passionate. Go through some hardship first and you will definitely reap the rewards later.
Iconic Marjorie Hotel, Penang, a Tribute Portfolio Hotel
Tel: +60 4-6889888
239A Jalan Sultan Azlan Shah, Bayan Lepas, Penang, Malaysia, 11900
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