Chikako Shimizu’s journey from waitress to hotel general manager is a tale of dedication, resilience, and a zest for hospitality that transcends borders.
Her story begins in Japan, where, fresh out of Assumption College, she took up her first job as a frontline staff member at the Hyatt Regency Osaka.
“I was literally the last student of my batch to get a job after graduation,” she tells MillionaireAsia with a laugh.
Chikako says she had dreams of becoming a flight attendant as the thought of travel appealed to her, but wasn’t actively pursuing that or any job for that matter.
Then a waitressing role at the hotel came up, and the 20-year-old – encouraged by her grandmother — decided to give it a shot.
Little did Chikako know then that what began as a stopgap role would transform into a lifelong passion.
This initial leap into hospitality set the stage for a dynamic career that would take her across the globe, from Japan to Australia, China, Singapore, and now Malaysia.
When she applied for the waitressing job, she felt that relocating to Osaka might offer her new life lessons — and it did.
The piece of advice she received as a waitress that she remembers even now has helped shape her approach to hospitality.
Her first manager had told her, “Make sure you have eyes in the back of your head. Make sure you are always aware of what is happening around you.”
Chikako says as a waitress, you could be at the cashier counter and manning the till, but you’d still have to be alert to the surroundings. “I was told to be aware. Pay attention to what is around you.”
That guiding principle helped her secure her first overseas role at Grand Hyatt Bali in 1995, where her bilingual skills and adaptability shone.
She then moved to Grand Hyatt Shanghai in 2000, where she managed Japanese clients, further honing her cross-cultural management skills. Four years after, she moved on to Grand Hyatt Melbourne, where she took on the role of Assistant Manager of Front Office.
As Chikako’s career evolved, so did the scope of her responsibilities. She took on the role of Front Office Manager at the Park Hyatt Sydney, a landmark property that demanded excellence at every turn. It was in these years that Chikako’s management philosophy truly began to crystallise.
Her dedication to hard work and building strong relationships with colleagues and guests alike would shape her approach to leadership.
Throughout, Chikako has stayed grounded in the Japanese philosophy of omotenashi — a deeply-ingrained cultural value emphasising hospitality, respect, and fostering genuine connections with guests.
“Omotenashi is about treating people with respect and understanding their needs before they even raise them,” she explains.
With that in mind, she tries to get to know her customers as best she can, so that she can better anticipate their requests and make their stay a memorable one. For instance, believing that food is one of the best ways of forming connections across cultures, she takes the time to sit down for meals with guests.
From Sydney, she moved to Grand Hyatt Macau in 2009, where she assumed the role of Director of Rooms. Then followed a stint as Executive Assistant Manager of Rooms at Grand Hyatt Singapore in 2013, before she eventually headed to Andaz Singapore as Director of Operations.
Each position was a stepping stone that allowed her to cultivate her skills, deepen her industry knowledge, and expand her cultural horizons.
The pandemic presented her new challenges and opportunities.
In 2020, Chikako took a bold step into her first General Manager role at Andaz Macau, navigating the uncertainties of COVID-19.
“In hospitality, the ability to adapt and stay flexible is key,” she notes, reflecting on how the experience reinforced her resilience and creative problem-solving.
She now brings her omotenashi ethos to Hyatt Centric City Centre Kuala Lumpur, where she has been General Manager since 2023.
Now 50, Chikako’s passion for discovering and showcasing new cultural experiences still shines.
She practices what she preaches, doing her best to immerse herself in the local culture whenever she’s posted to a new location.
Chikako, who counts nasi lemak with a spicy sambal as one of her favourite dishes in Malaysia, says: “I find that food is the best way to connect with people.”
And at work, she also finds it crucial to help people develop themselves. Her management style is underpinned by her belief in empowering her team.
“Watching my team evolve, thrive, and achieve success is the most rewarding aspect of my role,” she says.
Her philosophy includes creating pathways for others to advance, whether through mentorship, training, or taking on new projects. She recognises that when a team feels valued, they bring their best selves to work, which ultimately enhances the guest experience.
She’s proud to share that women make up about 40 per cent of the Hyatt brand’s management team — a promising trend for the sector.
For up-and-coming youth keen on being part of the hospitality scene, Chikako says hospitality is a “human business”, so having the right attitude is crucial.
“We can train most skills, like how to check in or how to check out, or how to do a business plan. We can train you as long as you have a right mindset that willing to learn and also be interested to come into this,” she says.
Despite a career filled with impressive achievements and prestigious roles, Chikako remains grounded.
Her daily mantra — “Today I choose to be the best version of myself. One life; live it!” — encapsulates her approach to both life and work.
She’s grateful for her long and varied journey in hospitality. It’s been marked by hard work, opportunities and valuable mentorship, and it’s taught her valuable lessons about the importance of resilience, cultural appreciation, and leading with integrity.
Looking back, Chikako has no regrets for a fulfilling career that she still loves clocking in for every day.
With a laugh, she jokes: “Maybe if the opening of a flight attendant is available, I could still try out for it!”
Q&A with Chikako Shimizu
How do you ensure that your team remains engaged and motivated in a fast-paced environment like hospitality?
I strive to create an environment where each team member feels that their contributions are not only recognised but truly appreciated. By fostering open communication and encouraging feedback, I aim to build a sense of trust and collaboration within the team.
Another important aspect is providing opportunities for professional development. I’m passionate about creating pathways for growth, whether through training, mentorship, or new projects. When team members see that they have the chance to grow and advance, they stay motivated and engaged, knowing that their career aspirations are being supported.
Finally, I believe in celebrating the diversity and strengths of each individual on the team. In a culturally-rich environment like Malaysia, embracing and honouring different traditions and perspectives is vital. By doing so, we not only create a more inclusive and vibrant workplace but also inspire creativity and innovation in the way we serve our guests.
Ultimately, my goal is to create a work environment where every team member feels inspired to be the best version of themselves. By fostering a culture of excellence, respect, and continuous learning, we can ensure that our team remains energised and committed to delivering the exceptional guest experiences that Hyatt is known for.
How did your experiences at Hyatt Regency Osaka influence your management style and philosophy today?
Working at Hyatt Regency Osaka taught me the value of dedication, hard work, and the importance of fostering strong relationships with both colleagues and guests. Over nearly three decades with Hyatt, I’ve had the privilege of working alongside incredibly talented colleagues across various properties and cultures, each of whom has inspired me and contributed to my growth as a leader.
As I embark on this new chapter in Kuala Lumpur, I’m excited to bring this spirit of innovation and dedication to Hyatt Centric City Centre. My goal is to create an environment where our team can thrive and where our guests can experience the very best that Kuala Lumpur has to offer. The lessons I’ve learned from Hyatt Regency Osaka are deeply ingrained in me, and they continue to influence how I lead and inspire others today.
What are some emerging trends in the hospitality industry that you find particularly exciting or challenging?
The hospitality industry is constantly evolving, and with that evolution comes both exciting opportunities and formidable challenges. Throughout my career, I’ve encountered numerous obstacles, each one offering a chance to grow and learn. One of the most important lessons I’ve learned is the value of resilience and perseverance in the face of adversity. This mindset has become crucial as I navigate emerging trends in the industry.
One trend that particularly excites me is the rapid advancement of technology within hospitality. From AI-driven guest services to personalised experiences powered by data, technology is transforming the way we connect with our guests. While this presents incredible opportunities to enhance the guest experience, it also requires us to remain agile and adaptable. Embracing these new technologies means continuously learning and staying ahead of the curve, ensuring that we not only meet but exceed guest expectations.
Another trend is the growing emphasis on sustainability and responsible tourism. More than ever, guests are seeking experiences that align with their values. This is both exciting and challenging as it calls for innovative approaches to operations, from reducing our carbon footprint to sourcing locally and ethically. It’s about creating a balance where luxury meets responsibility, and this is a challenge I am eager to embrace.
Lastly, the increasing importance of wellness and well-being in hospitality is a trend that resonates deeply with me. Today’s travellers are looking for more than just a place to stay—they’re seeking holistic experiences that nurture both body and mind. Integrating wellness into the guest experience, whether through mindful dining, or wellness activities, is an exciting challenge that allows us to truly enhance the value we provide to our guests.
