The Westin Jakarta is excited to announce the appointment of Thomas Glaser as its new General Manager. In his new role, Glaser will oversee all executive and operational aspects of one of Jakarta’s premier five-star hotels, ensuring the continued excellence in service and guest experience that The Westin is known for.
With over 20 years of experience in the hospitality industry, Thomas Glaser brings a wealth of expertise to the position. His distinguished career includes leadership roles at several renowned hotels, such as Hilton Bandung, Conrad Koh Samui Resort & Residences, Le Meridien Grand Hotel Nuremberg, Sheraton Essen Hotel, DoubleTree by Hilton Sukhumvit Bangkok, and Hilton Sukhumvit Bangkok. This diverse background has provided Glaser with a deep understanding of the industry and a genuine passion for creating unforgettable guest experiences.
We are honoured to have had the opportunity for an exclusive interview with Thomas Glaser, where he shared insights into his career journey, his mission, and his vision for the future of The Westin Jakarta.
Can you share your career journey, highlighting the key experiences that led you to your current role as General Manager at The Westin Jakarta?
I ventured into the hospitality industry by accident. Initially studying IT to please my parents, I found it uninspiring and sought something more engaging. My mother arranged an interview with a Human Resources Director at a 5-star hotel in Germany, which introduced me to the world of hospitality.
I realized I loved talking, meeting people, traveling, eating, and drinking—interests that remain unchanged even after 26 years in the industry. I began with a management training program, blending university studies and working at the hotel. This introduced me to Starwood Hotels, where I stayed loyal for 15 years, working across various brands in locations like San Diego and Dana Point, California.
Landing in California, I felt I had found the perfect job. It was like a movie scene—the ocean, the ambiance—it was magical. From there, my career led me across the globe. After Starwood, I joined Hilton Hotels & Resorts and spent 12 fulfilling years in Thailand (Bangkok and Samui) and Indonesia (Bandung).
For me, hospitality is about immersing myself in destinations for 3–5 years, connecting with people, and truly enjoying the journey. Seven years ago, in Bangkok, I met my wife, which added another beautiful chapter to my story. Now, as General Manager of The Westin Jakarta, I continue to embrace the excitement and challenges of this dynamic industry.
What is your leadership philosophy, and how do you plan to apply it in managing the teams?
Leadership cannot be confined to a single style or approach—it evolves based on the situation. Reflecting on my past roles, whether as a general manager, hotel mentor, or commercial leader, I’ve realized that adaptability is key.
Above all, I believe in being authentic as a leader. This means being honest, whether delivering good news or bad, celebrating successes together, and collaboratively analyzing and learning from failures. It’s essential to guide the team with a clear vision, articulate the strategy, and establish the positioning for the business.
By fostering a co-creative and authentic leadership style, I aim to inspire trust, encourage collaboration, and drive sustainable success for the hotel and its people.
There are so many hotel openings in Jakarta, what strategies do you believe are essential for enhancing the guest experiences, especially in a competitive market like Jakarta?
Team members and associates are the cornerstone of success. In Indonesia, particularly during my time in Bandung, I observed that the opening of new hotels in a destination can sometimes result in losing team members to these new properties. While it may initially seem challenging, I view it as a compliment. It reflects the high standard of education, development, skills, and attitude cultivated within our teams—qualities that are sought after by others.
The arrival of new hotels is also beneficial for the destination. They attract diverse travelers, introduce fresh perspectives, and contribute to the growth of the hospitality landscape, whether through lifestyle or luxury brands. Competitors, even when positioned right across the street, stimulate innovation and creativity. While competition may reduce a monopoly in a given location, it ultimately drives us to evolve, adapt, and find new ways to excel. Such challenges are what keep the industry dynamic and forward-looking.
What do you consider the most significant challenges facing the hospitality industry today, and how do you plan to address them in your new role?
The hospitality industry, particularly in Jakarta, faces a challenge in maintaining personality and personalized service—an issue amplified by the digitalization accelerated during COVID-19. With the rise of apps and non-personal interactions, such as food delivery services and digital hotel platforms, there has been a shift away from direct, meaningful communication.
One significant challenge is how we communicate and take responsibility. Tools like WhatsApp, for example, while convenient, often replace genuine conversations. People type messages, send them, and assume the task is complete, overlooking the efficiency and connection of a true phone call. This reliance on impersonal communication is tracking down the essence of hospitality.
Our role is to re-embrace personal connections. At The Westin, one of our core pillars is to be personal. We aim to deliver meaningful experiences by fostering genuine interactions with our guests, ensuring that the art of hospitality remains rooted in human connection.
Could you share any upcoming plans or innovations for your F&B outlets like Seasonal Tastes, Henshin, and Daily Treats?
Our top priority is building a strong foundation for our food and beverage offerings by hiring exceptional talent. We are fortunate to have onboarded Executive Chef Daniel, a colourful and creative mind with a hands-on and outspoken approach, complemented by a new Director of Food and Beverage—a structured, seasoned, and well-traveled German national. With these two pillars, we are confident in elevating our culinary experience to the next level.
Our key focus is on Seasonal Tastes and Henshin. Seasonal Tastes will emphasize sustainability through locally sourced products, fresh and compelling buffet items, and dishes that authentically represent Indonesia. Henshin will undergo a comprehensive transformation, reimagining the Peruvian-Japanese fusion concept with fresh ingredients, innovative menu presentation, and enhanced guest interactions to create a unique dining journey.
Our goal is to integrate the bar, restaurant, and overall food and beverage service into a cohesive experience, starting with the Henshin bar. By doing so, we aim to create a seamless and unforgettable guest journey, setting a new benchmark for culinary excellence.
How is The Westin Jakarta currently performing in the MICE and wedding segment? Any strategies you’re implementing to attract more events?
The Westin Jakarta is well-positioned in the MICE and wedding segments, supported by one of the largest ballrooms in Jakarta. While there’s always room for improvement, I focus on what we currently excel at rather than dwelling on 'what ifs.' Our satisfaction levels among event organizers, wedding planners, and PICs are encouraging, reaffirming our strong foundation in event sales and operations.
Looking ahead, we aim to enhance our services by hiring exceptional talent to broaden our offerings. This includes exploring collaborations with Japanese mixologists and Chinese chefs to not only elevate our outlets but also enrich our banquet experiences. These incremental enhancements will further strengthen our positioning and provide even greater value to our clients.
What suggestions and advice would you offer to young individuals who aspire to build a career in the hospitality industry?
Every six months, when we welcome trainees and students, I often feel tempted to say, 'Switch off your phone.' Social media channels, while powerful, often misrepresent reality, and young students shouldn’t rely on platforms like YouTube or TikTok to learn about hospitality or any business.
My advice is to remain open-minded and passionate. Take the time to discover the career path you truly want to pursue. If that path is in hospitality, embrace it fully. Enjoy the journey—talking to people, traveling, and immersing yourself in different cultures, religions, destinations, and cuisines. This openness and curiosity are at the heart of hospitality, enabling you to connect deeply with the world and create meaningful experiences.
How would you describe the current state of Jakarta’s hospitality market, and what opportunities or challenges do you foresee?
Having been here for only a short time, I’ve found everyone to be incredibly welcoming. When it comes to hospitality, I believe it transcends the name on the roof. True hospitality means treating competitors, guests, clients, vendors, owners, and team members with the same level of warmth and respect.
Jakarta is home to remarkable products, outstanding hotels, and exceptional restaurants. It is undoubtedly a competitive market, but it’s also a source of great inspiration and creativity. This unique blend of competition and innovation is what makes the city's hospitality landscape so dynamic and exciting.
What do you enjoy doing in your free time outside of your professional responsibilities?
While my wife might say I have too little time, I view my work not as a job but as a lifestyle. Living and working in a hotel for multiple decades has made hospitality an integral part of who I am—I truly breathe it.
Outside of the property, I focus on physical and mental well-being. I’m an active participant in the 5 AM club, dedicating mornings to fitness—gym sessions on Mondays, Wednesdays, and Fridays, and swimming on Tuesdays and Thursdays. I find this routine refreshing for the body, soul, and mind.
On weekends, when time permits, I enjoy golf, dining out, and exploring restaurants and bars, as I’m a passionate foodie. Travel photography is another top interest of mine, allowing me to capture the beauty of destinations—a hobby I indulge in whenever possible. These activities, whether fitness, photography, or connecting with others through food and experiences, keep me energized and inspired.
What is your vision for the future plan of The Westin Jakarta over the next few years, and how do you plan to achieve it?
Taking on the leadership of one of Jakarta's leading hotels, and indeed one of the top Marriott properties in the city, is both an honor and a significant commitment. While we’re in the early stages of our journey, my long-term vision is centered around refining the hotel’s offerings and elevating the experience for our associates and guests alike.
Right now, the focus is on team, team, team—identifying opportunities for development and supporting our associates to reach their full potential. In terms of culinary direction, I see immense potential in taking our signature restaurant to the next level, building a reputation that not only stands out among other hotel restaurants but also competes with independent establishments in the market.
Looking ahead to 2025, the emphasis will be on embracing the Eat Well pillar, a cornerstone of The Westin brand's well-being philosophy. It’s about providing healthy, nutritious, and memorable food experiences that reflect our commitment to guest wellness. Food and beverage offerings are a powerful way to enhance a hotel’s positioning, and I believe they will be a key driver in our continued success.
