Women at the helm: Dato’ Mandy Chew and Samantha Lee of Lexis Hotel Group on building world-class hospitality with authenticity and heart

Hospitality is often described as a people-centric industry, but leadership at the top can still be male-dominated. 
What has your experience been like as women at the helm of a major hotel group?  

Dato’ Prof Mandy Chew Siok Cheng (DM): When I began my career at Shangri-La Kuala Lumpur in 1985, women leaders in hospitality were rare. While the industry remains as demanding–hotels run 24/7, through weekends and holidays, and the hours can be relentless–over time, I’ve learnt that success in this industry requires both tenacity and heart, and it has been encouraging to see more women rising to the challenge. 

At Lexis, we are proof that competence, creativity and compassion transcend gender. While expectations are often higher for women leaders, rather than view that as a setback, we take it as motivation to deliver excellence with grace and consistency. 

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Samantha Lee (SL): I started with the Lexis Group 10 years ago as an executive assistant and was given opportunities to learn, grow, and prove myself. [The company] provides an empowering environment where women can thrive–not because they are women, but because they are capable.

Furthermore, under Dato’ Mandy’s mentorship, I discovered that hard work, integrity and perseverance matter more than anything else. Leadership is earned through resilience and service, and I’ve carried that belief with me throughout my journey.

How would you describe your leadership philosophy and the values you hope Lexis embodies under your leadership, especially when it comes to balancing business performance with fostering a people-first culture within your teams?  

DM: As a family-run business, we treat every colleague as an extension of the Lexis family: mutual respect, teamwork and accountability are the cornerstones of our culture. Under my leadership, I’ve sought to create a workplace that feels like home–one that nurtures loyalty and genuine care. Many of our team members have been with us since the Group’s inception, which speaks volumes about the trust and commitment we’ve built together. 

SL: We believe that when our people feel valued, seen and supported, that positivity flows naturally to our guests. A happy team creates a happy stay. That’s why we focus on creating an environment–both front and back of house–that is safe, inspiring, and rewarding. When we prioritise our people, business performance becomes a natural outcome.

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What have been some defining moments in your journey with Lexis Hotels that have shaped the company’s direction?  

DM: The opening of Lexis Hibiscus Port Dickson stands out as one of our proudest milestones. With 639 pool villas, each featuring a private pool and steam room, it broke two Guinness World Records–achievements that remain unbeaten to this day. It marked a turning point, placing Malaysian hospitality on the world map. 

SL: The pandemic was another defining chapter. It pushed us to rethink how we operate and engage with guests. My focus was on accelerating digital transformation, integrating new touchpoints that maintained warmth and personalisation despite physical distance. That experience strengthened our resilience and reaffirmed our commitment to adaptability and innovation.

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What advice would you give young women aspiring to enter hospitality or leadership roles in Malaysia?  

DM: Believe in yourself, and in the value you bring–don’t shy away from leadership roles when the opportunity presents itself. Hospitality rewards passion, empathy and resilience, which are qualities many women possess in abundance. Never compromise your values, and remember that leadership is not about the title, but about influence and integrity. Success will follow when you lead with purpose and humility. 

SL: Be curious, be courageous, and always stay true to your beliefs. Surround yourself with people who inspire and challenge you to grow. Leadership is a continuous journey, one that demands both heart and discipline. And most importantly, believe that a Malaysian brand, and Malaysian women, can lead on the world stage.

Lexis Hotels has become synonymous with distinctive Malaysian hospitality.  
How does being a homegrown brand influence the way you innovate and compete against international hotel chains?  

DM: Being a 100 per cent Malaysian-owned and -managed group is our greatest strength. We understand our culture, our guests, and our communities in ways global chains cannot. Whether through architecture, service, or experience, we express what makes Malaysia special–our warmth, diversity, and ingenuity. 

SL: Our Malaysian identity inspires creativity, and we are always trying our best to innovate through local authenticity. Competing globally begins with being unapologetically ourselves. We are also not tied to corporate red tape, as we have a fairly quick decision-making process under the leadership of Dato’ Mandy. We always believe that if something is worth trying–budget permitting–we should give it a shot. Even if something doesn’t work, we take it as a valuable lesson.

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Tell us more about how Lexis celebrates or reinterprets Malaysian culture through its properties and guest experiences, while also appealing to international travellers–especially in terms of sustainability, technology, and guest well-being?  

SL: Every Lexis property is a canvas of Malaysian artistry–from our architecture inspired by the hibiscus, our national flower, to our culinary creations that celebrate local flavours. We partner with homegrown designers and artisans such as Batik Boutique, Melinda Looi, and Edmunser for our staff uniforms, and even source our cookies and soaps from Malaysian entrepreneurs and villages.  

All our welcome cookies at the hotels are made locally and with a modern twist, with flavours like cheese bangkit and salted gula melaka chocolate chip. Instead of looking to global brands for coffee machines in rooms, we decided to work with the Blackbixon group, a young and enterprising Malaysian business. Even our clay soap dishes in the rooms are made by local artisan villagers.

DM: Our goal is to weave local culture into every guest touchpoint, and at the same time, we embrace innovation and sustainability. Our properties integrate smart-room features, eco-efficient systems and private sanctuaries that prioritise guest comfort and well-being.

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What has been the most rewarding part of shaping a Malaysian brand that resonates with guests from all over the world?  

DM: Seeing guests from more than 160 nationalities enjoy the Lexis experience and recognise it as distinctly Malaysian is an immense honour. Lexis Hibiscus has become an architectural icon for the country–one that is visible from certain flight routes when landing at Kuala Lumpur International Airport. 

Meanwhile, Imperial Lexis Kuala Lumpur boasts amazing views of the KL skyline and is the only hotel in the city with a private pool in every hotel room. All of this is proof that Malaysia can produce world-class hospitality experiences. 

SL: It’s deeply fulfilling to know that we are contributing to Malaysia’s tourism growth and creating jobs for our fellow Malaysians. Every returning guest, every smile, and every milestone reaffirms that our homegrown story resonates across borders.

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As you mentioned previously, Lexis is most known for the Lexis Hibiscus Port Dickson overwater villas. 
What are some new ideas or innovations guests can look forward to–something you would like Lexis to be remembered in the landscape of Malaysian hospitality?

SL: Guests can look forward to the unveiling of Lexis Hibiscus Port Dickson 2–a next-generation resort that blends contemporary design, sustainability, and family-friendly leisure. We’re also expanding into urban luxury through Royal Lexis, which also offers private pools in every suite. 

DM: Looking ahead, our goal is to continue redefining hospitality through innovation and sincerity. We want Lexis to be remembered as a brand that elevated Malaysian hospitality, one that stays true to its roots while setting global benchmarks for excellence. And ultimately, I hope that Lexis Hotel Group will stand as a symbol of Malaysian pride–a legacy built on authenticity, innovation, and heart.

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