Hotels Are Losing Guests If They Don't Do THIS | 6th Hospitality Malaysia | Suya Sumithra Thangaiah
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Creator's Key Takeaways
They want customized They want to pay the least, but get the most. Uh are we all right? So, but the pattern has changed.
If we don't innovate and we don't customize, we will lose the market share. So, that is what we are looking for and this is what we promise our guests.
Because uh in terms of dollars and cents, we are very affordable. And then, what you're looking for, you're looking for Chinese, we have it.
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About our Bacon Score methodologyYouTube Video Description↓
Travel And Tour World brings you an exclusive interview with Ms. Suya Sumitra, Complex Director of HR (People & Culture) at PPHG Hotels Group, covering Pan Pacific Hotels and Park Royal Collection. In this conversation, Ms. Suya shares how the group balances multiple hotel brands, budgets, and standards across Malaysia while keeping guest experience consistent and customer expectations evolving fast in the post-COVID era. Key highlights from this interview: ✅ How PPHG Hotels Group manages multiple brands — Pan Pacific Serviced Suites, Park Royal Collection (the first in Malaysia), and Park Royal Serviced Suites — across Kuala Lumpur, Melaka, Penang, and Langkawi ✅ Why post-COVID guests demand more customisation while expecting to "pay less but get more" ✅ How rising competition, with 8-9 new hotels opening in KL this year alone, is forcing hotels to innovate or lose market share ✅ Why "people" — not just technology — is the biggest trend shaping hospitality, as new hospitality graduates enter the workforce with different expectations ✅ How AI is transforming hotel HR and recruitment, from job advertising to selling an "employee experience" ✅ The rise of contactless check-ins, streamlined concierge services, and modernised revenue systems to meet fast-paced guest demands ✅ Why Malaysia's affordability and multicultural offering (Chinese, Malay, Indian, and international cuisine and culture) make it a standout hospitality market This interview offers valuable insight for hoteliers, HR professionals, investors, and hospitality industry leaders looking to understand how AI, workforce shifts, and guest expectations are reshaping hotel operations in 2026 and beyond. About Travel And Tour World: Travel And Tour World is a global travel media platform covering travel, tourism, hospitality, aviation, MICE, cruise, and luxury travel, with readership across 195 countries. [PPHG Hotels Group, Pan Pacific Hotels, Park Royal Collection, Park Royal Serviced Suites, Suya Sumitra, hotels in Kuala Lumpur, hotels in Penang, hotels in Langkawi, hotels in Melaka, AI in hospitality, AI in HR hospitality, hotel guest experience, contactless hotel check-in, hospitality workforce trends, Gen Z hospitality workers, hotel revenue management system, hospitality industry trends 2026, Malaysia hospitality market, future of hotels, customised guest experience, hotel recruitment trends] #HMC2026 #PanPacificHotels #ParkRoyalCollection #PPHGHotelsGroup #HospitalityIndustry #AIinHospitality #GuestExperience #HotelHR #TravelAndTourWorld #MalaysiaHospitality #HotelTrends2026 #ContactlessCheckIn #HotelIndustry #MICE #LuxuryTravel