Sandy Liw – General Manager, InterContinental Khao Yai Resort
In this interview, Sandy Liw, General Manager of InterContinental Khao Yai Resort, shares what a day is like in the life of a GM and some exciting things coming up for the resort.
What do you do?
I am the General Manager at InterContinental Khao Yai Resort.
How did you get into the industry?
I studied hospitality management in Austria and started my career as a management trainee.
Share with us a story from behind the scenes.
One memorable behind-the-scenes story involves organizing a murder mystery dinner at our specialty restaurant, “Poirot”. Inspired by the movie Murder on the Orient Express, we created our own version, “Murder on the Khao Yai Express.” To bring the mystery to life, we had to design intricate clues and develop unique characters. The process of planning and orchestrating the dinner was incredibly fun for us as we immersed ourselves in the roles and watched the guests get caught up in the excitement and intrigue. It was a night full of laughter, suspense and unforgettable memories.
What food memory from your childhood or travels stands out?
One of my most vivid food memories from my childhood is making egg rolls for Chinese New Year and rice dumplings for the Dragon Boat Festival. My siblings and I were always involved in preparing the ingredients. These moments were special because they weren’t just about cooking; they were about spending time together, sharing stories, and creating delicious sweets and savouries for our family. The scents, flavours, and joy of being together during these festive preparations have left a lasting impression on me.
What’s the best/ worst part of your job?
Best part: Creativity – I have the freedom to create guest experiences that are not only memorable but also enjoyable for my colleagues. Recently, we hosted a Pampered Pet Experience and invited a dog trainer from Bangkok. We organized activities like tricks training for dogs, a dog race, and even a yoga session with the dogs. Seeing guests and staff having so much fun was a delight.
Worst part: Dealing with unreliable suppliers. I constantly worry that they won’t deliver on what they promised, which can cause significant disruption and stress.
Sandy Liw’s favourite food and beverage pairing?
Steak fries and a glass of red wine from Grantmonte.
What’s one of the funniest things you’ve seen behind the scenes?
One of the funniest things I’ve seen behind the scenes happened when a fisherman was supposed to come to our resort to remove the overpopulated tilapia fish from our lake. However, he didn’t show up as planned. In a surprising turn of events, my staff decided to take matters into their own hands. They created their own fishing nets and started catching the fish themselves.
We ended up with an abundance of tilapia, which we brought to our staff canteen for everyone to enjoy. It turned into a fun and unexpected team-building activity, and the staff had a great time feasting on the freshly caught fish. It was a memorable and resourceful solution to an unexpected challenge.
Sandy Liw’s perfect day off would be…
The perfect day off would be a day with no calls, no emails, and no news from anyone. I’d start the day with a leisurely breakfast, enjoying my coffee. Then, I’d head out for a long walk in nature, soaking in the peace and quiet. Dinner would be a relaxed meal with close friends or family, followed by a cozy evening watching a favourite movie. The simplicity and tranquillity of the day are my ultimate way to recharge and relax.
A day in the life of Sandy Liw …
with paying respects to the spirit house, a ritual and belief in Thailand that starts the day on a positive note. I then check my emails for any urgent matters or guest feedback that needs immediate attention.
After addressing these, I walk around the resort to ensure everything is in order. My first stop is the heart of the house to greet my staff, ensuring they have everything they need for the day and are in good spirits to serve our guests.
Next, I visit Somying’s Kitchen, our breakfast venue, to ensure everything is running smoothly, greet guests, and check in on their experience with us. Following this, we have our morning briefing to discuss the day’s events and any special arrangements.
Lunch is usually quick, as the afternoon is filled with back-to-back meetings. This is followed by a brainstorming session with the Sales and Marketing team about business sentiments, and we adjust our strategies to attract guests to the resort.
In the late afternoon, we conduct another debrief with the operations team to check on the latest updates about our newly arrived guests. In the evening, I do another walk-through of the resort, stopping by the restaurants to check the atmosphere and ensure guests enjoy their dining experience. My day typically ends between 8 and 9 PM.
What does Sandy Liw do for fun?
I like to travel and explore new cities.
What would you like guests to know about InterContinental Khao Yai Resort?
In the heartland of Thailand, hidden amidst the verdant countryside, lies the InterContinental Khao Yai Resort. A mere 2.5-hour sojourn from the bustling Bangkok, it’s a place where echoes of nature sing the song of serenity. Like a Thai version of Napa Valley, it’s cradled amidst the kingdom’s oldest and grandest national park. A testament to the enduring spirit of the wild. Wineries that pour the nectar of nature, ancient temples, humble villages, museums, golf and the call of adventure sports – experiences here are as diverse as the wilderness itself. The Bangkokians have heeded this call for decades, yet for the world, it remains a secret tucked away in the lap of Thailand. Venture into the wild, embrace the untamed and experience the uncharted – the Bill Bensley way, in the heart of Khao Yai.
How have you grown in your profession? What have you learned from your start in the industry until now? Are there any misconceptions?
In my career journey, I’ve experienced significant growth and transformation. Starting as a management trainee, I gained foundational skills and knowledge before pursuing my passion in Sales and Marketing. Working in iconic hotels like Raffles Singapore and Capella Singapore provided invaluable experiences as Director of Sales and Marketing and EAM, Sales and Marketing.
Transitioning into operations, I aimed for the role of General Manager. Throughout this journey, my key learning has been the importance of staying curious and continuously developing myself. Embracing new challenges and opportunities for growth has been instrumental in my professional development.
One misconception I’ve encountered is the notion that a female general manager may not be as capable or respected in the role. However, I’ve found quite the opposite to be true. Despite initial scepticism, I’ve been fortunate to receive a tremendous amount of respect and support in my position. My gender has never hindered my ability to lead effectively and make impactful decisions in the industry.
What would you like people to know about being a general manager as a profession?
Being a general manager in the hospitality industry demands a profound passion for hospitality. Despite the long hours and high demands, unparalleled fulfilment comes from ensuring guest satisfaction. It goes beyond merely providing a service; it’s about crafting unforgettable experiences and cultivating a sense of luxury through personalized guest interactions. Attention to detail, anticipation of needs, and consistently exceeding expectations are paramount. Despite the challenges, the opportunity to positively influence a guest’s stay and leave a lasting impression makes the role truly rewarding.
Guiding and coaching a young, enthusiastic team towards achieving a shared vision adds another layer of fulfilment. Nurturing talent, fostering growth, and inspiring team members to excel and contribute not only to the guest experience but also to the overall success of the establishment. The ability to mentor and empower others is a vital aspect of being a General Manager, and witnessing the growth and achievements of the team members is immensely gratifying.
Sandy Liw’s view on the hospitality scene in Khao Yai?
Khao Yai, with its stunning natural landscapes and proximity to Bangkok, has been steadily gaining popularity in the hospitality scene. The region offers a diverse range of accommodations, from luxury resorts to boutique hotels and eco-lodges, catering to different preferences and budgets.
One of the notable aspects of the hospitality scene in Khao Yai is its focus on providing unique experiences that highlight the region’s natural beauty and charm. Many resorts offer activities such as vineyard tours, wildlife safaris, and outdoor adventures, allowing guests to immerse themselves in the local environment.
Additionally, the culinary scene in Khao Yai has been evolving, with an increasing number of restaurants and cafes offering both local and international cuisine. Visitors can indulge in farm-to-table dining experiences, tasting fresh produce sourced directly from local farms in the area.
Overall, the hospitality scene in Khao Yai offers a perfect blend of relaxation, adventure, and culinary delights, making it a sought-after destination for both domestic and international travellers looking to escape the hustle and bustle of city life.
What practices do you currently implement or hope to implement to work towards social responsibility and sustainability in the future?
Our CSR work includes donations to the Children’s Blind School in Khao Yai and inviting the children to sing during Christmas and provide Christmas gifts and meal. We also offer donations including books, toys and stationery to local school in Khao Yai, and we’re involved with the Thai Elephant Research and Conservation Fund (TERF), an NGO (Non-Governmental Organization) based in Khao Yai.
In terms of sustainability, we are working on our Green Hotel Certification. This initiative recognizes that we are committed to sustainable practices, for example, waste management, water conservation and reducing carbon footprints.
Finally, we prioritize the well-being and development of employees through fair wages, comprehensive benefits, training and development programs, and fostering a positive and inclusive work culture. Additionally, we will be organizing a “Celebrate Service Week” from 24 to 28 June. This is the time when we thank our employees for providing great services to our guests. We provide special activities and food for the staff during this week.
What can guests look forward to in the upcoming months?
Guests can look forward to an exciting array of experiences in the upcoming months. As the temperature begins to decline, the weather in Khao Yai will be ideal for outdoor activities. One of the highlights will be the breathtaking sight of sunflowers blooming across the region, creating picturesque landscapes perfect for photography enthusiasts.
In addition to enjoying the natural beauty of Khao Yai, guests can also anticipate a variety of new and exhilarating activities curated by our newly joined Wellness & Recreation Specialist, Andy. From adventurous excursions to tranquil wellness sessions, Andy will be crafting unique experiences to ensure guests have a memorable stay. One exciting activity on the horizon is puppy yoga, combining the relaxation of yoga with the joy of spending time with adorable puppies.
With the perfect weather, stunning scenery, and an array of engaging activities, there is no shortage of reasons for guests to look forward to their upcoming visit to Khao Yai!
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