Business Leaders interview - Maurizio Susan

Tell us a little about yourself and your business.

I am Maurizio, the General Manager at Chen Sea Resort & Spa in Vietnam. Our resort is known for its unique blend of luxury, tranquillity, and authentic Vietnamese charm. We strive to provide exceptional service, ensuring every guest experiences an unforgettable stay. My role involves overseeing all operations, driving strategic initiatives, and ensuring the overall satisfaction of our guests and staff.

What motivates you in your work and what do you find most fulfilling about being a business leader?

What motivates me is the ability to make a tangible impact on both the lives of our guests and our team members. The most fulfilling aspect of being a business leader is witnessing the growth and success of my team, alongside the positive experiences and memories we create for our guests.

How did you develop your leadership skills and how would you define your leadership style?

My leadership skills were developed through a combination of formal education, practical experience, and continuous learning. I believe in a collaborative and inclusive leadership style, where every team member feels valued and empowered to contribute their best. This approach fosters a positive work environment and drives innovation and excellence.

Innovating is crucial in our very diverse industry. How do you stay ahead of trends and incorporate them into your global strategy?

Staying ahead of trends involves continuous market research, attending industry conferences, and fostering a culture of innovation within the team. We prioritize guest feedback and use data analytics to understand emerging trends. Incorporating these insights into our strategy allows us to remain competitive and meet the evolving needs of our guests.

What do you consider to be the key component(s) of effective business operational development?

Effective business operational development hinges on clear communication, strategic planning, and a commitment to continuous improvement. Investing in employee development and leveraging technology to streamline operations are also critical components.

How do you approach identifying areas for improvement within a company's operations? 

Identifying areas for improvement involves regular performance reviews, soliciting feedback from both guests and employees, and analysing operational data. We also benchmark our performance against industry standards to identify gaps and opportunities for enhancement. 

Where do you think the most promising investments should be focusing on and/or made on? 

Promising investments should focus on technology that enhances guest experiences, sustainable practices that reduce environmental impact, and employee development programs that build a skilled and motivated workforce.

What is or are your biggest career achievement(s)?

One of my biggest career achievements is successfully leading the transformation of Chen Sea Resort & Spa into a premier destination, recognized for its outstanding service and unique guest experiences. This was achieved through strategic planning, team development, and a relentless focus on quality.

What’s the most important leadership lesson you’ve learned? 

The most important leadership lesson I've learned is the value of empathy and active listening. Understanding and addressing the needs and concerns of both guests and team members fosters a positive environment and drives success.

How important is personal development to your success, and how do you approach it? 

Personal development is crucial to my success. I approach it through continuous learning, seeking feedback, and staying informed about industry trends and best practices. This commitment to growth enables me to lead effectively and inspire my team.

What does success mean for you as a business leader? 

Success, for me, means achieving a balance between operational excellence, guest satisfaction, and team development. It is about creating a thriving business that positively impacts everyone involved, from our guests to our staff and the wider community.