Cover The story of Regent Phu Quoc is inseparable from Juan Losada. Having shaped its original operational standards from day one, Juan’s return as General Manager is a “continuation of purpose”.
The story of Regent Phu Quoc is inseparable from Juan Losada. Having shaped its original operational standards from day one, Juan’s return as General Manager is a “continuation of purpose”.
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At Regent Phu Quoc, General Manager Juan Losada regards the guest’s satisfaction from the very first moment to the final farewell as the “happiness pulse”, a refined benchmark for operational excellence and the art of management.
In the world of luxury icons, Regent has long been a legend. Founded in the 1970s with a mission to “exceed every standard”, the brand once redefined the very meaning of hospitality in Asia. The famous image of a glass-walled bathtub overlooking Victoria Harbour at Regent Hong Kong was a cultural milestone, forcing the world to rethink what true indulgence looked like. After years of transitions, a true renaissance began in 2018 when Regent joined the IHG Hotels & Resorts family. In this new chapter, Regent Phu Quoc emerged as a centerpiece. Its opening marked more than just a return to Southeast Asia; it stood as a powerful global statement for the rebirth of the entire brand.
Phu Quoc has since become the stage where Regent brings its “Effortless Luxury’ philosophy to life. Here, rarity is not measured by material excess, but by the depth of stillness and emotional connection. This vision has paved the way for other global milestones, including Regent Cannes and, most recently, Regent Bali Canggu.
The story of Regent Phu Quoc is inseparable from Juan Losada. Having shaped its original operational standards from day one, Juan’s return as General Manager is a “continuation of purpose”. He has returned to realize the vision he first set in motion when he laid the foundations for the resort.
The new luxury pulse of Phu Quoc
Above Mr. Juan Losada, General Manager Regent Phu Quoc
Mr. Juan Losada, General Manager Regent Phu Quoc
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Welcome back to Phu Quoc, Juan! The island is on the threshold of a new era, from major aviation upgrades to the upcoming APEC 2027 milestone. As someone who has been with Regent Phu Quoc since the very beginning, how do you view this remarkable transformation?
In 2025 alone, Phu Quoc welcomed over eight million visitors with remarkably positive feedback. However, as growth accelerates, the responsibility for “mindful development” becomes more urgent than ever. The reality is that visitor numbers are currently surpassing the progress of infrastructure development-a common challenge faced by many emerging destinations. Yet, what makes me optimistic is the intentional progress being made here. We are seeing a clear effort to elevate the island beyond a mere tourist spot, transforming it into a place to truly live and work. For me, the secret to Phu Quoc’s future success is about finding that sweet spot, where growth enhances the experience without compromising the island’s authentic spirit.
Ultra-luxury resorts like Regent Phu Quoc play a vital role. We set the standard for serenity, discretion, and eco-consciousness. Our approach is about creating calm, personalized experiences, respectful of the environment and authentic to the local culture. By championing sustainability, supporting local artisans, and implementing responsible practices, these resorts can lead industry standards and help secure the island’s long-term vitality.
How do you view the challenges that still exist?
Well, accessibility is fundamental, we need to make it easy for travellers to come. The efforts Vietnam has made in improving visa policies are extremely important, and this work should continue. When travel feels simple and welcoming from the very first step, it immediately sets the tone for the entire experience.
At the same time, first-class infrastructure is key, not only to arrive in Vietnam, but to move around the country comfortably and efficiently with roads, domestic flights, and ferry connections. New and upgraded airports, such as those in Ho Chi Minh City and Phu Quoc, are excellent examples of how infrastructure can support sustainable tourism growth and enhance the traveller’s journey.
Beyond access and infrastructure, there are areas where continued focus is essential, particularly waste management, cleanliness, hygiene and preservations. These are not just operational challenges; they are cultural ones. Long-term success starts with education, creating awareness from an early age, starting in schools, helps build a culture of responsibility and pride in protecting the country’s natural beauty. Tourism cannot be sustainable without local communities understanding and supporting its impact.
Vietnam is growing very rapidly, and with that growth comes responsibility. We all need to make an extra effort to grow in the right way, balancing development with care, progress with preservation. If infrastructure, education, and sustainability evolve together, Vietnam will continue to strengthen its position as one of the most compelling and respected destinations in the world.
If infrastructure, education, and sustainability evolve together, Vietnam will continue to strengthen its position as one of the most compelling and respected destinations in the world.
For guests who frequently travel between the world’s top-tier luxury resorts, what are your top priorities to ensure Regent Phu Quoc stands out, not merely as a destination to visit or “check in,” but as a place guests genuinely “return to”?
I spend a lot of time speaking with our guests, and for us there is no distinction between VIPs and non-VIPs, every guest is a VIP. Many travel frequently between the world’s best hotels, so being part of that conversation is already a compliment. What we hear most often is that the experience feels effortless, and that matters deeply to us. It confirms that our approach, calm, intuitive, and human, is resonating, while also keeping us constantly focused on improving.
For us, standing out is not about scripted personalization, but about genuine recognition and quietly removing friction. Thoughtful, inclusive touches, from the minibar and breakfast to seamless arrivals, are designed to eliminate questions so guests can simply relax. Ultimately, what brings people back to Regent Phu Quoc is a sense of ease and belonging, delivered through an experience that feels refined, intuitive, and deeply personal.
Read more: George Koumendakos, General Manager Sofitel Legend Metropole Hanoi: Heritage in motion
The "human pulse" of operation
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Could you share some of the key metrics you personally rely on to evaluate operational success and guest experience - such as Net Promoter Score, repeat visitation, or guest spending patterns,...?
Guest satisfaction is the true measure of our success. We keep a close eye on metrics like Net Promoter Score, repeat visits, direct feedback, and social media sentiment. Right now, we’re proud of a 95% satisfaction score and an average social rating of 96%.
What’s most gratifying is that nearly 28% of our guests are repeat visitors within just four years. On a personal level, some of the most rewarding moments are when guests confirm their next stay before they even leave. I have already secured Christmas bookings for next year from guests who were with us recently, and that kind of loyalty reassures me that what we are building at Regent Phu Quoc goes beyond a stay and becomes a lasting relationship.
From your experience, what are the most distinctive challenges and unique rewards of managing an island resort compared to city hotels you have previously led?
Leading a remote island resort is fundamentally different from managing a city hotel. On an island, nothing can be improvised and logistics require absolute precision. At Regent Phu Quoc, periods of high occupancy demand meticulous preparation, from procurement and stock management to hygiene and operational planning. These elements are invisible to the guest, yet they are what allow the experience to feel effortless, and we take that responsibility very seriously.
Another critical dimension is recruitment and retention. Attracting talent to an island location requires a strong sense of purpose, clear development opportunities, and a supportive culture, but retention is what truly sustains consistency and excellence. Alongside this, positioning a resort within an emerging destination also calls for stronger storytelling, visibility, and international outreach, which is why our presence at global trade fairs and our work with PR partners across key markets is so important. The reward, however, is unique. Guests do not simply stay with us, they are fully immersed, and an island resort allows you to create an entire world, shaping the pace, atmosphere, and memories they take home.
Read more: Jesper Larsen, General Manager InterContinental Ha Long Bay Resort: The heritage storyteller
Leading a remote island resort is fundamentally different from managing a city hotel.
How do you view the outlook for Vietnam’s luxury resort sector in the coming year? In your opinion, what is the most enduring value that a luxury resort must preserve in an ever-changing travel landscape?
When I first arrived in Vietnam in 2015, the conversation was very different. Today, that has completely shifted. Vietnam’s global image is increasingly recognized as full of potential. Over the past decade, the country has grown remarkably as a destination, and the world has taken notice. People no longer need convincing; they are curious, engaged, and truly eager to visit. That enthusiasm reflects something deeper. True luxury is built on human connection, sincerity, and authenticity, and Vietnam now sits confidently at the centre of the luxury travel conversation, not because it is new, but because it feels real, meaningful, and here to stay.
Beyond hospitality, what values do you hope Regent Phu Quoc will bring to the wider local community, whether through arts, education, marine conservation, or cultural preservation?
For me, sustainability is about responsibility, supporting the local community, sharing knowledge, and developing talent from within the destination. We are deeply committed to growing local people, with the ambition that within the next five years nearly half of our workforce will come from the island itself, ensuring the resort is truly rooted in its surroundings.
At the same time, sustainability must be practical and measurable. We work with local charities, actively reduce plastic use through on-site water production, and closely monitor energy consumption to lower our environmental impact. It is a holistic approach that brings people, community, and operations together, and for us, it is a long-term commitment rather than a trend.
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Best of Asia 2026 marks the first time Tatler Vietnam brings together thirteen General Managers of Vietnam’s leading hotels and resorts on the January cover. This moment reflects a powerful shift within the hospitality industry as Asia enters a period of profound redefinition. Today, the leaders behind global brands are no longer merely operating systems; they are collectively shaping new benchmarks for luxury hospitality in Vietnam.
This January cover captures Tatler’s vision of industry leadership: transcending competition to assume a shared responsibility for preserving experience, standards, and the enduring stature of the art of hospitality, positioning Vietnam as a leading destination in Asia.
Tatler is proud to present thirteen features - thirteen touchpoints between thought and emotion, guiding readers from iconic destinations to East–West culinary dialogues, from international standards to local spirit, from sustainability philosophies to an aesthetic distilled in every detail of service.
This article is a reproduction of an original piece from Tatler Vietnam's January 2026 issue.
CREDITS:
Editor-in-Chief: Nikita Chu
Art Director: Andy Tran
Head of Dining & Travel: Hong Dang
Photographers: Le Lai, Tran Khoa
Producers: Giang Thảo, Joanne Dao
Videographers: Hai Pham, Nguyen Duc Kha, Tu Le, Pham Gia Khanh
Editors: Xuan Phuc, Priscilla N., Tra My
Designer: Chau Duong
Marketing & Social: Joanne Dao, Pham Gia Khanh, Tat An Thuan
Stylists: Tran Cong Linh, Long Ngoc
Makeup: Nguyen Huynh Nhi, Mai Mai, Vuong Cam Thien, Ngan Kim
Production Assistants: Huynh Hai Dang, Tuan Sang, Brian Nguyen
Photo Assistants: Nhân Tomato, Võ Hoàng Huy
Video Assistant: Hung Van
Gaffer: Bao Hoang Nguyen, Long
Stylist Assistant: Quoc Nam
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