John Woolley, General Manager JW Marriott Phu Quoc Emerald Bay Resort & Spa: The Uncompromising Leader

How do you ensure your team does not simply operate within this richly imagined, academic and artistic world, but truly lives its spirit?

In my leadership position, I carry dual roles as both General Manager and Dean (The Headmaster), while my team serves as dedicated professors helping me build these “classrooms.” Every single day when I walk around this resort, I feel proud to be the general manager. And I urge our associates to feel this way and transmit that inspiration to our guests.

The magic also happens where the “fantasy” of Bill Bensley’s design meets the “rigor” of JW Marriott’s operational excellence. All the creative narratives of this hotel must rest upon the disciplined foundation of the JW Marriott brand.

In your view, how has the role of a General Manager evolved today?

The role of a General Manager has become that of an entrepreneurial diplomat. It is about carefully balancing the needs of everyone involved—our owners, operators, guests, and associates—while having the agility to pivot whenever the situation calls for it. 

I believe transformative leadership is the key. A successful General Manager inspires their team to go beyond what is simply logical or expected. It isn’t just about the 'head' and the technical side of hospitality; it’s about the 'heart.' When we lead with genuine care and empathy, we hit a sweet spot where the guest experience feels effortless and everything else falls into place.

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Today’s affluent Asian clientele are increasingly seeking more from luxury destinations. In your opinion, what creates a truly memorable experience?

The luxury trend is increasingly focused on emotional experiences. I would like as a guest is if somebody pulls on my heart strings. It could be one of the employees that I meet at a hotel spa or during a restaurant experience. It could be the culinary experience or the design. But to me, that is an experience.

For example, we had a guest that would achieve this elite status, the top tier ranking in our Marriott Bonvoy program. So, my team prepared a plan to go completely overboard in the guest room congratulating this gentleman. I believe that beyond world-class services, it’s these deeply human touchpoints that guests remember forever.

What significant changes do you foresee for the luxury customer segment, and what preparations has JW Marriott Phu Quoc made for this?

Luxury travelers are increasingly choosing destinations based on the palate. We call this segment ‘the fast and the curious’—guests who seek dining that is as intellectually stimulating as it is delicious.

A recent report by Marriott International highlights that food remains a powerful expression of culture and identity, with evolving consumer desires pushing the boundaries of how hospitality is delivered. At JW Marriott Phu Quoc, we’ve embraced this by placing the soul of the land at the heart of our kitchens. This vision is led by Pink Pearl by Olivier E., our collaboration with 30-Michelin-star Chef Olivier Elzer. By blending his Michelin-starred French signature with contemporary island characteristics, we have created a space for true culinary mastery. This experience is elevated by Bill Bensley’s pink, three-story architectural mansion. From the hidden wine cellar to the magnificent dining hall, it is a stage for vibrant experiences that we believe will earn Phu Quoc its first Michelin star. 

Looking toward 2026/27, this foundation allows us to expand further with a new luxury beach club and the evolution of Tempus Fugit (all-day dining restaurant) and Red Rum (beach-front restaurant), ensuring every meal at our resort reflects this new standard of luxury.

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In your view, what will ultimately determine Phu Quoc as a lasting icon of luxury hospitality in Asia?

I believe Phu Quoc’s legacy as a lasting icon of luxury will be determined by three essential pillars: seamless accessibility, our incomparable natural splendor, and world class attractions.

First, connectivity is the island’s oxygen. It is an exciting time as our owners, Sun Group, recently launched Sun PhuQuoc Airways. While they currently operate domestic routes connecting us to key gateway cities, we look forward to services expanding to major regional Asian hubs in 2026 and beyond. All roads lead to the APEC 2027 Leaders Summit, supported by an impressive infrastructure wave under the auspices of Sun Group—including the airport expansion, a monorail linking the airport to South Phu Quoc, a new conference center, a casino, and additional Marriott properties.

Second is the consistency and preservation of our soul. For Phu Quoc to become a lasting icon, we must protect the very things that make it special: the pristine beauty of the ocean and the authentic warmth of the local culture. A central piece of this identity is the stunning beauty of Khem Beach. As our 'Emerald Bay,' its crystal-clear waters and white sands offer a quiet, natural luxury that remains the heart of the guest experience.

Finally, there is the universal appeal of our world-class attractions. Beyond the quiet of the beach, Phu Quoc is becoming a hub for spectacular entertainment. The energy in Sunset Town, with signature shows like 'Kiss of The Sea' and 'Symphony of The Sea,' adds a vibrant, modern layer to the destination. It is this rare combination of effortless access, untouched nature, and world-class spectacle that will secure Phu Quoc’s place as a timeless global icon.

And how would you like JW Marriott Phu Quoc to be remembered within the broader landscape of luxury hospitality in Asia?

I would like us to be remembered as an enchanting paradise that proved luxury can be both intellectual and whimsical. Our legacy should be one of a captivating blend of refined indulgence and bespoke experiences, meticulously crafted for travelers who appreciate sophisticated elegance and impeccable service.

Thank you for your time and sharing.

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.

Article originally published in the January 2026 issue of Tatler Vietnam

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
Fashion: Canali

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