Jaco Le Roux on the evolution of Sanur and the art of hospitality leadership

You have been with Hyatt since 2001. Over the decades—from Muscat to Moscow, and now Bali—how has your philosophy on hospitality evolved, and what core element of the‘Hyatt DNA’ remains unchanged?

Having worked in different countries over the past 25 years, I’ve had the privilege of seeing how travel has evolved. In the past, travel was often centred around business or simply reaching a destination. Today, people travel to learn, to experience different cultures, to discover new cuisines, and to create meaningful memories. Expectations have become much higher, and guests are looking for authentic experiences rather than just luxurious surroundings.

What hasn’t changed is Hyatt’s purpose of caring for people. That extends to caring for our guests, our colleagues, and the communities we’re part of. Hyatt’s values of empathy, integrity, respect, inclusion and well-being have remained constant throughout my career, and I believe they’re even more relevant today. Beautiful hotels may attract guests, but it’s genuine care that makes them want to return.

Hyatt Regency offers heritage luxury, while Andaz is a vibrant, modern Balinese village. How do you balance managing these dual identities to ensure each property maintains its unique connection with guests?

I don’t really think of it as balancing two identities. I see it as celebrating two distinct stories. Hyatt Regency Bali is a place that many guests return to year after year because it feels familiar, comfortable and timeless. Andaz Bali, on the other hand, offers a more contemporary and immersive way to experience Bali. Rather than making the two properties similar, our responsibility is to protect what makes each one unique.

What truly connects both hotels is our people. Across Hyatt Regency Bali and Andaz Bali, it’s the relationships our associates build with guests that make the biggest difference. Luxury hotels can offer beautiful rooms, great restaurants and wonderful facilities, but those can be replicated. Genuine human connection cannot. The magic happens in those personal moments, when an associate remembers a returning guest, shares a local story, or makes someone feel at home. That’s what truly differentiates us.

In case you missed it: Pasihan: Saka Museum’s film tribute to Bali’s water keepers

What is next for both properties? Are there any upcoming culinary concepts or cultural collaborations you are particularly excited about?

We’re always exploring ways to create meaningful and memorable experiences while staying true to the personality of each resort. One example is Andaz Twilight, which transforms our beachfront into a relaxed social gathering with curated drinks, chef-crafted bites, live entertainment, bonfires and s’mores. It’s not just about dining; it’s about slowing down, connecting with people, and creating memories that guests will take home with them.

We’re also excited to continue collaborating with local artists, artisans, chefs, and community partners. Our Night Market is a wonderful example, where guests can experience local flavours, handcrafted products, live performances and the creativity of the Sanur community in one place. These collaborations allow us to showcase the richness of Bali while creating experiences that couldn't happen anywhere else.

Hailing from Cape Town—another world-famous coastal destination—do you find similarities between your home and Bali? How does your South African heritage shape your leadership style today?

There are actually many similarities between Cape Town and Bali. Both are blessed with incredible natural beauty, wonderful seafood, and a lifestyle that revolves around the outdoors. More importantly, both places are defined by warm, welcoming people and a strong sense of community. Whether it’s gathering around a braai in South Africa or sharing a meal by the beach in Bali, people naturally come together to connect, tell stories, and enjoy each other’s company.

South Africans are generally known for being warm, humble, hardworking, and sociable, and those are values that have stayed with me throughout my career. I enjoy bringing people together, ideally around good food, good wine, and great conversation, regardless of where they come from.

Those values also shape my leadership style. Hospitality is ultimately a people business. Beautiful hotels and exceptional facilities are important, but the real magic happens when genuine emotional connections are created. My role is to build an environment where people feel respected, trusted, and supported, because when our associates genuinely enjoy what they do and feel proud of where they work, that positive energy naturally carries through to every guest experience. To me, that’s the true foundation of hospitality.

NOW READ

Linda Chen of Wynn Palace on the future of Macau and what makes for great hospitality

A new generation of hoteliers are prioritising cultural connection over commercial gain

Bill Bensley believes the world needs more whimsy, and he's certainly doing his part