Driving Positive Change in Global Hospitality HR Leadership
Zakwan Zulkefli
Learning and Development Manager,
Sirru Fen Fushi Private Lagoon Resort
Driving positive change within teams and organisations is what keeps Zakwan Zulkefli, Talent and Culture Manager – Pre-Opening at ibis PJCC Petaling jaya (Accor Hotel) motivated and engaged. Zakwan firmly believes in harnessing his strengths as an HR leader to facilitate growth and development while staying aligned with overarching organisational objectives. With a strong emphasis on effective communication, Zakwan excels at conveying messages clearly, fostering collaboration, and nurturing strong relationships within teams, especially within the hospitality industry, that significantly impact guest experiences and employee engagement. His empathetic approach enables him to understand and connect with individuals on a deeper level, fostering trust and cultivating a positive work environment. Armed with adept problem-solving skills, Zakwan tackles challenges head-on, identifying innovative solutions to drive continuous improvement. Guided by a strategic mindset, Zakwan ensures that HR initiatives are closely aligned with organisational goals, driving sustainable change and fostering success. Through his dedication to driving positive change, Zakwan continues to inspire and empower teams to achieve their full potential. How? Let us read.
Please outline your professional journey and what drove your transition to the hospitality industry.
My career commenced in the healthcare industry as a government liaison officer responsible for managing hospital licenses. Driven by my passion for serving people, I transitioned to the hospitality sector after several years. My first role in hospitality was as an HR Officer at Avani Sepang Goldcoast Resort, where I received invaluable leadership guidance from Mazlan Ariffin, Azmeer Uzir, and Winnie Chen. Subsequently, I served as an HR executive at Tamu Hotel & Suites Kuala Lumpur, managing significant portfolios. Amidst the challenges of the COVID-19 pandemic, I briefly ventured into other industries due to the hospitality sector’s downturn. With a clear goal of achieving managerial status before turning 30, I found unwavering support from Ramesh Singh, General Manager of Mercure Kuala Lumpur Glenmarie (Accor Hotel), who appointed me as Talent and Culture Manager. Under his exceptional leadership, I thrived in my role. Later, I transitioned to ibis PJCC Petaling Jaya (Accor Hotel) as Talent and Culture Manager within the Pre-Opening Team, where Suresh Nair’s remarkable leadership further enriched my experience. Grateful for the mentorship and guidance provided by exceptional leaders throughout my career, I have recently assumed the role of Learning and Development Manager at the Fairmont Maldives Sirru Fen Fushi (Accor Hotel) now known as Sirru Fen Fushi Private Lagoon Resort, marking another chapter in my professional journey.
What principles guide your global HR leadership approach, particularly in managing culturally diverse teams?
In navigating teams with diverse cultural backgrounds, my global HR leadership is anchored by key principles that drive cohesion and excellence. Paramount among these is cultural sensitivity, where understanding and respecting the varied norms, values, and communication styles within the team are prioritised. This commitment to inclusivity fosters an environment where each member feels valued and heard. Additionally, we actively champion diversity and inclusion at Accor, celebrating differences and harnessing the unique strengths each individual brings. Flexibility is also fundamental; adapting leadership approaches to accommodate diverse cultural practices and work preferences ensures a harmonious and thriving workplace. By steadfastly adhering to these principles, I aim to cultivate a culture of collaboration, mutual understanding, and unparalleled performance across our global teams.
What significant challenges have you encountered in your career, and how did you overcome them?
Navigating the COVID-19 pandemic presented a significant challenge in my career, particularly in the hotel industry, where maintaining team motivation was paramount. As an HR professional, ensuring the morale of our hotel team remained high despite personal and professional uncertainties was demanding. However, through dedicated efforts in communication and support, I successfully upheld team motivation, witnessing the positive impact of our strategies in overcoming adversity.
As a seasoned HR professional in hospitality, what are your key strategies for talent acquisition and retention?
As an experienced HR professional in the competitive hospitality industry, I prioritise talent acquisition and retention strategies that align with the distinct identities of economy, mid-range, premium, or luxury brands. Central to this approach is effectively showcasing each brand’s unique culture and values to potential candidates, beyond just monetary compensation. Additionally, I emphasise the importance of staying proactive in researching industry trends and developing innovative retention strategies tailored to the specific brand context. By fostering dynamic and engaging work environments that resonate with the brand’s ethos, we can effectively attract and retain top talent across all brand tiers.As an experienced HR professional in the competitive hospitality industry, I prioritise talent acquisition and retention strategies that align with the distinct identities of economy, mid-range, premium, or luxury brands. Central to this approach is effectively showcasing each brand’s unique culture and values to potential candidates, beyond just monetary compensation. Additionally, I emphasise the importance of staying proactive in researching industry trends and developing innovative retention strategies tailored to the specific brand context. By fostering dynamic and engaging work environments that resonate with the brand’s ethos, we can effectively attract and retain top talent across all brand tiers.
Outside of work, what personal activities or interests do you pursue, and how do you maintain a healthy work-life balance?
Outside of work, I prioritise activities like reading, exercising, and outdoor pursuits for relaxation. Maintaining self-care routines, including sleep and nutrition, is vital for my physical and mental wellbeing. Spending quality time with family and loved ones through shared meals and leisure activities is integral to my work-life balance. By embracing these practices, I ensure a holistic approach to life, fostering fulfilment and resilience both personally and professionally.
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