W Coffee Talk Juliana Liew on changing trends: More women GMs and Senior Executives in hospitality industry

Juliana Liew moved to the coastal city of Vung Tau 2 years ago to take on the role of General Manager at Fusion Suites Vung Tau, one of the brand's reputable flagship Fusion Suites properties. The move followed her success with projects in her home country of Malaysia, Mauritius, Phu Quoc (Vietnam), especially having expertly navigated Fusion Suites Saigon through the pandemic as its key Manager. 

Something about Julianna Liew might surprise others: her major at university was Linguistics! Making a bold entry into the hotel management industry, especially in a dynamic market with great potential like Vietnam, Julianna Liew views this process as more than just a step forward in her career, but also countless and valuable lessons about new culture, people, and herself. 

The energetic and talented Juliana Liew is preparing to move to Bali, taking over a senior management position at the next project, what she would describe as another worthwhile “challenge". But, the experiences, memories and imprints of Vietnamese cuisine will certainly accompany her on any exciting path awaits. 

Nowadays, most HR and PR managers are women, most senior executives are men, and, of course, the majority of GMs in the luxury hotel industry are men. This pattern is consistent across all brands and locations. Could you share your perspective on this and why it is so prevalent?

It could be due to several reasons. Whether nature or nurture, women generally tend to gravitate towards roles that require strong interpersonal skills. It could be lack of confidence and/or opportunities to pursue a ‘high stakes role’ traditionally thought of as better suited for men. It could also be a personal choice depending on their circumstances.

But I believe things are changing. Increasingly more properties are showcasing women GMs and senior executives. Some owners and operators are even actively seeking women candidates to lead their properties or corporate divisions. I’m happy to say that I’ve experienced this personally. 

It will definitely be some time before we see a much better balance and shift in perceptions. But the signs are very encouraging thus far.

As a senior manager, what are the key elements of your management style that have led to your success?

There first needs to be a clear direction with specific goals we want to achieve for the business. Once we know where we are headed, we can then plan accordingly. In this, adaptability and flexibility are essential, as it allows me to adjust my approach as needed. Building team collaboration, communication, transparency, giving empowerment – all of these need to also be in the mix, to bring out the best in the team and produce the best results.  

Having arrived in Vietnam in 2017 and having worked extensively in the hospitality industry, what are your impressions of the luxury travel segment in Vietnam?

It has and is still undergoing tremendous growth. With even more luxury properties in the pipeline, the competition is intense. The focus has also shifted from catering primarily to the international market, to the growing segment of affluent domestic travelers seeking high-end experiences.

With that, the opportunity for innovation is huge. As the industry continues to evolve, I think we will see a lot more personalised products and experiences in this sector. Should we continue to develop in a sustainable way with long term success in mind, it would be a very exciting time ahead.

What has been your biggest challenge working in the Vietnamese market?

Ensuring compliance! It’s quite challenging to stay updated on the latest regulations and policies as they can change frequently and suddenly. I’m so appreciative of my team, as they are instrumental in keeping me informed and helping me navigate the complexities for the benefit of the property.

You will be relocating to Bali for work soon. How have you prepared to adapt to the cultural differences there?

It’s quite an exciting thing to be able to work and discover new cultures, and I’m grateful for the opportunity to do so. As with any new destination, I would need to do some research of the destination, people, culture, social etiquette. Speak to others who have lived and worked in Bali before. 

Nonetheless, even with all the preparation and information learnt, it’s important to keep an open mind and attitude, as my experience when I’m there may differ from others. I’m looking forward to it.

Finally, when your friends in Bali ask about Vietnam, which Vietnamese dish would you recommend to them?

I would have to say Mi Quang. The combination of turmeric noodles, meat and seafood topped with quail eggs, fresh herbs, roasted peanuts, and finished with a rich broth and crispy sesame rice crackers – it has everything! A really delicious dish that I think does not get the recognition it deserves.