From Waitress to General Manager: Chikako Shimizu’s Journey to Success

- Your growth in the hospitality industry has been remarkable, could you expand on how you went from a frontline hospitality staff to your current role as General Manager in Kuala Lumpur, Malaysia?

- My journey began as a hospitality staff member at Hyatt Regency Osaka, where I was a waitress right after graduating from college. Initially, I hadn’t considered a career in hospitality however, the opportunity presented itself to me, and with the encouragement from my grandmother, I decided to take it.

After some time in Osaka, I was given the opportunity to join Grand Hyatt Bali, and during my time at there I was given the privilege of working closely with an inspiring leader who ignited my passion for the Rooms Division role, which ultimately became my focus.

From there, my career path led me to Grand Hyatt Shanghai, where I specialized in handling Japanese clients as a Japanese Sales Manager, and later to Grand Hyatt Melbourne as Assistant Manager of Front Office. Each role served as a stepping stone for my subsequent positions, including Director of Rooms at Grand Hyatt Macau and Director of Operations at Andaz Singapore.

In 2019, amid the challenges of the pandemic, I landed my first General Manager role at Andaz Macau. Following which, I transitioned to my current role as General Manager at Hyatt Centric City Centre Kuala Lumpur, where I have had the opportunity to lead a talented team and oversee the operations of this property.

- What led you to Malaysia and is there a difference between the Malaysian and Japanese hospitality scene?

- One of the most notable distinctions I have observed between Japanese and Malaysian hospitality lies in their respective cultural values and practices. Malaysia’s hospitality sector is renowned for its inclusivity and embrace of diversity, catering to a wide array of ethnicities and cultures. This emphasis on cultural understanding underscores the importance of embracing and respecting diverse traditions to provide exceptional service.

In contrast, Japanese hospitality, often epitomized by the concept of “Omotenashi,” embodies a philosophy deeply ingrained in the nation’s culture.Rooted in the idea of offering sincere and genuine service to guests, “Omotenashi” prioritizes authenticity and transparency in every interaction, elevating customer service to foster genuine connections.

Having experienced both hospitality landscapes, I have gained insight into the significance of sincerity and mutual respect in building meaningful guest relationships. Embracing the principles of “Omotenashi” has also reinforced the privilege of serving others with authenticity and taking pride in everything they do, while also highlighting the importance of guests reciprocating respect and appreciation.

- What advice would you give to someone in a similar career trajectory as yourself?

- “It’s better to regret having done it than not doing it at all, so just do it.” 

Embarking on a journey towards reaching your full potential requires courage, determination and a willingness to push beyond your comfort zone. One of the key principles that has guided me throughout my career is the belief that success lies beyond the limits of fear and doubt. By embracing this mindset, I have been able to unlock new opportunities, overcome obstacles and ultimately, reach my full potential.

Moreover, it’s important to recognize that success is not achieved overnight. It requires dedication, hard work and a willingness to go the extra mile. Additionally, don’t be afraid to seek out mentors and role models who can provide guidance along the way. Learning from the experiences of others can offer invaluable insights and help you navigate through challenges more effectively.

Just do it and go beyond the distance. You’ll be amazed at what you can achieve when you dare to dream big and pursue your passions with unwavering determination.

- What’s next for Chikako Shimizu?

- My next big endeavor is spearheading the opening of Hyatt Centric City Centre Kuala Lumpur, a five-star hotel boasting 312 rooms, with exciting F&B options, including an Italian all-day-dining restaurant, a fusion café and a rooftop bar, located right at the heart of Kuala Lumpur.

As we prepare to launch this exceptional hotel, my focus will be on ensuring that every aspect of the guest experience reflects the essence of Hyatt Centric – from the stylish design and innovative amenities to the warm hospitality and immersive local experiences.

Together, we will set new standards of excellence in hospitality through curated experiences, culinary delights and cultural immersion activities. We will celebrate the diverse traditions that make Malaysia truly unique. By embracing and honoring these cultural elements, we hope to create unforgettable moments for our guests while fostering a deeper appreciation for the local community.

BY SWAROOPINI NAIR