Cover Photo: Conrad Centennial Singapore
Photo: Conrad Centennial Singapore
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With over 22 years of experience working at luxury hotels, Chew is taking the next big step in the world of hospitality
How I’m Making It is a weekly series in which Tatler speaks to influential individuals about their unique journeys and what keeps them going.
Chew Su Zie is no stranger to the world of hospitality. With over 22 years in the industry, the go-getter is now stepping up to the role of Conrad Centennial Singapore’s first female director of operations—and she is ready to revolutionise the hotel.
“My love for the hospitality industry actually began with my passion for food,” Chew shared with Tatler Singapore over email. “I loved trying new food as a child and it helped that my mother was a great cook. My love for food was what drew me to my first job, which was waitressing.”
Malaysia-born Chew worked at the Celestial Court, a Chinese restaurant located in the Sheraton Imperial Kuala Lumpur. Eager to continue down the hospitality path, she then studied hospitality management at Taylor’s University, School of Hospitality, Tourism and Events in Kuala Lumpur.
In 2013, she joined the Shangri-La Hotels and Resorts in Singapore as the director of food and beverage. After holding the position for a little over two years, Chew was presented with the opportunity to move to the Beijing brand of Shangri-La Hotels and Resorts. She carried on with her role for another seven years, slowly gaining the experience and skills needed to navigate the hospitality industry.
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Above Photo: Conrad Centennial Singapore
Photo: Conrad Centennial Singapore
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In 2019, Chew took another step up the ladder by becoming the resident manager at the Shangri-La Hotel Kota Kinabalu in Malaysia. There, she managed the daily operations of the hotel and oversaw key teams around the property. After three years, she decided to move back to Singapore when she was offered the job of director of operations at Conrad Centennial Singapore. She is the first woman to hold the role in the hotel’s 25-year-old history.
“In this role, I oversee all operational departments at Conrad Centennial Singapore,” said Chew. “My main role is to ensure that communication happens between these various departments and that they have the resources to carry out their tasks. The role also requires me to manage various stakeholders such as guests, our owners, our corporate office teams as well as our colleagues.”
Chew also shared that the hotel industry has evolved in the aftermath of the pandemic and that it has had to adapt as well. “Today, guests prioritise travel for reunions and to reconnect with their loved ones,” she said. “They also have more refined tastes and preferences. This translates to hotels having to adapt and follow fitness, dining and travel trends. Guests also have a redefined idea of wellness, so we need to ensure that we are able to provide that kind of balance in our hotels.”
With many responsibilities upon her shoulders, we find out how Chew is navigating her new role.
What is a typical morning like for you?
Chew Su Zie (CSZ): My day at Conrad Centennial Singapore starts at 7.30 am. I am usually at the hotel lobby to ensure everything is in order and welcome our guests for the day. I like to meet and greet our guests during breakfast. It is an excellent opportunity to learn more about them and to gather feedback. After that, I meet up with our team members to check in before we start the day properly.
What do you usually have for breakfast?
CSZ: I tend to have a simple breakfast that consists of plain yoghurt topped with blueberries, and a slice of wholemeal bread before completing it with a cup of coffee.
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What does a standard work day look like for you?
CSZ: It is a combination of hands-on operational duties, meetings and strategic planning. It starts with meeting guests during breakfast, followed by a catch-up with my team. We will take the opportunity to discuss things we can anticipate for our arriving guests and to resolve any operational challenges we are facing.
This is swiftly followed by executive committee and interdepartmental meetings. Between meetings is the time I use to follow up on emails and guest correspondences. At 3 pm, I make it a point to be at the lobby with the team to meet and greet guests who are arriving at the hotel. After that, I make time to focus on projects taking place that the hotel before calling it for the day at around 9 pm.
How would you describe your working style?
CSZ: I am a firm believer in participative management and actively involve my team in decision-making. We work as a team to drive initiatives at the hotel.
What time do you usually have lunch? What do you usually have for lunch?
CSZ: I tend to have a late lunch at our staff cafeteria between 1 pm and 1.30 pm. We are lucky as there is a variety of international and local dishes we can select from. My favourite dish at the cafeteria is mee rebus.
Free time: overrated or underrated? Why?
CSZ: Overrated. I am on the run most of the time. Nevertheless, I enjoy the hustle and bustle of my work.
How do you achieve a work-life balance? How do you set boundaries?
CSZ: I have to admit that it is a difficult feat and I am still on the path to finding the optimal balance. I am still relatively new to the role, so work is my priority right now. However, as I start to settle in, I plan to incorporate mindful moments into my days.
How do you chase your dreams?
CSZ: I do this by setting targets for myself and being mindful that there will be up and downs during the journey. However, the most important thing is to not give up during the process. I also re-evaluate the situation and adapt to new targets accordingly if needed. I am a very resilient person so I am adaptable.
Risks: should you take them? Why or why not?
CSZ: Yes. Take it and you will discover something new. Else, you will stay stuck where you are.
How do you deal with your shortcomings?
CSZ: I first evaluate the shortcomings to identify how they occurred. I consider if it is situational driven or if it is due to a gap in my knowledge. For situational shortcomings, occasionally it is beyond my control. Hence, there is no need to overly beat myself up over the matter. It is simply a reminder for better planning in the future to reduce the possibility of the unexpected occurring.
However, should the shortcoming be due to my own knowledge, I am committed to spending more time and working harder to close the gap. Shortcomings are opportunities to grow and develop oneself.
What is the best piece of advice that you have ever gotten?
CSZ: The best advice came from my mum and it’s a Chinese phrase that is basically a reminder that every different situation call for a different action. One must be agile enough to adopt measures appropriate to the situation.
What is an idea that you had recently, that you thought was interesting?
CSZ: We noticed recently that many of our guests are avid readers and we wanted to surprise our guests. So we started creating personalised bookmarks using the design of the book cover they are reading. This exercise is engaging and reminds us that details do matter.
How do you unplug?
CSZ: I unplug by walking my pet dog, Pepper, a grey poodle I got whilst working in Beijing.
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How do you stay grounded?
CSZ: By appreciating the little things in life and being thankful for them.
How do you manage stress?
CSZ: Through exercise. I practise yoga twice a week and Muay Thai once a week.
How do you stay motivated?
CSZ: Motivation comes from having a purpose. As such, I make the commitment to myself to create a purposeful career and personal life.
Do you have moments of doubt and how do you overcome them?
CSZ: Naturally there are times when I have doubts. Nevertheless, when I am aware of it, I consciously take a break to reset and refocus my mind.
What would you still like to accomplish?
CSZ: To play my ukulele better. At the moment, I can strum Somewhere Over the Rainbow. My goal is to be able to play more songs soon.
What is the last thing you do before you go to bed?
CSZ: I’ll kiss Pepper good night.
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Camillia Dass is the digital writer for Tatler Singapore.
