Cambodia Leadership Review
As Cambodiaâs capital city rises in prominence on the regional travel and investment map, Hyatt Regency Phnom Penh stands at the forefront of this momentum. Juan Mercadantediscusses his leadership journey as the brandâs first GM in the country, and how Hyatt is blending global hospitality standards with Cambodiaâs local identity. Juan offers insight into how the hotel is navigating evolving guest expectationsâfrom digital convenience to curated dining experiencesâand why sustainability and community development are integral to its long-term strategy.
Leadership In A Transforming Industry
CLR: As the first Hyatt General Manager in Cambodia, how do you define your leadership roleânot just within your hotel, but in the broader hospitality landscape? How does Hyatt as a brand stay agile in responding to changing consumer expectations, from digital convenience to elevated experiences?
As the first Hyatt General Manager in Cambodia, I see myself as both a brand ambassador and a bridge between Hyattâs global standards and Cambodiaâs unique local identity. My role goes far beyond the day-to-day operations of Hyatt Regency Phnom Penhâit’s about inspiring excellence, nurturing local talent, and contributing to the evolution of hospitality in a market thatâs full of potential. Our presence here is a reflection of Hyattâs belief in emerging destinations like Cambodiaânot just as places to expand, but as communities to grow with, invest in, and learn from.
Leadership today requires agility, empathy, and an ability to anticipate change. Weâre seeing a clear shift in guest expectationsâpeople want seamless digital convenience, but they also seek meaningful, personalized experiences. At Hyatt, we balance both by leveraging technology to streamline operations and empower guests, while investing in our people to deliver authentic, elevated service that reflects both global standards and local culture.
Our approach is grounded in the belief that true hospitality is personal. Thatâs why we continuously innovateâfrom digital check-ins and curated experiences to our World of Hyatt loyalty program, which is designed around flexibility and personalization. Being agile means listening closely to our guests, empowering our colleagues, and staying connected to the evolving pulse of the industry.
In Cambodia, where tourism and hospitality are rapidly transforming, itâs an exciting time to lead. Iâm proud to be part of a movement thatâs not just about building beautiful hotels, but about creating inspiring destinations that resonate with both travelers and locals.
Resilience & Reinvention
CLR: The hospitality sector continues to face global headwindsâfrom post-pandemic recovery to shifting travel patterns. What are the biggest challenges youâve faced as a leader, and what trends or strategies have you embraced to adapt, stay competitive, and keep delivering value to both guests and staff?
The past few years have tested every aspect of hospitality leadership. Navigating the post-pandemic recovery has been both one of the biggest challenges and most meaningful learning experiences of my career. For us in Cambodia, it wasnât just about reopening doorsâit was about rebuilding confidence in travel, re-energizing our team, and finding new ways to deliver value in a world that had fundamentally changed.
One of the toughest challenges was managing uncertaintyâaround travel restrictions, guest behavior, and even colleague wellbeing. In those moments, the most important thing was to lead with empathy. Our people were going through so much, so we focused on creating stability, listening closely, and making sure they felt supported. That human-centered approach helped us stay resilient and, ultimately, stronger as a team. From a strategic standpoint, weâve had to be agile. Travelers today are looking for more than a stayâthey want connection, safety, convenience, and meaning.
Weâve adapted by reimagining guest experiences to be more flexible and personalized, while also investing in digital tools that enhance convenience without losing the warmth of human interaction. On the business side, staying competitive means thinking differentlyâabout partnerships, about sustainability, about how we engage both international guests and the local community. Weâve seen a rise in âpurposeful travel,â so weâve aligned our experiences to reflect thatâwhether itâs through curated cultural programming or supporting local suppliers.
Ultimately, resilience isnât just about surviving tough times. Itâs about how we use those moments to rethink, reinvent, and grow. Thatâs been our approach at Hyatt Regency Phnom Penhâand itâs something I try to carry forward every day, both as a leader and as part of this incredible team.
Designing Culinary Experiences That Connect
CLR: F&B is a standout feature at Hyatt Regency Phnom Penh, with everything from rooftop dining to immersive bar concepts. Whatâs your philosophy in creating memorable dining experiences, and how do you balance innovation with consistency across such a diverse offering?
Food and beverage is one of the most powerful ways to create connectionânot just between the guest and the property, but between cultures, stories, and emotions. At Hyatt Regency Phnom Penh, we approach F&B not just as a service, but as an experience that should surprise, delight, and resonate long after the meal is over.
My philosophy is simple: every venue should tell a story. Whether itâs the vibrant rooftop energy of FiveFive Rooftop or our Market CafĂ©, All day dining, each outlet is designed with intentionâblending distinctive design, local influences, and a sense of discovery. We want guests to feel something memorable the moment they walk in, whether theyâre visiting for a special occasion or just winding down after a day of exploring Phnom Penh. Balancing innovation with consistency starts with the team. We work closely with our chefs, mixologists, and service staff to ensure weâre constantly evolving our offerings, but never at the expense of quality or identity.
That means seasonal menus that reflect global trends while celebrating Cambodian ingredients, and service standards that are personal, attentive, and seamless across every touchpoint. We also listenâa lot. Guest feedback, colleague input, even whatâs happening in the local dining sceneâit all informs how we grow. Innovation doesnât always mean being radical; sometimes, itâs about refining the details or finding new ways to elevate something familiar. Ultimately, our goal is to make every dining moment feel special, whether itâs a crafted cocktail at sunset or a bowl of noodles that reminds someone of home. That emotional connection is what makes an F&B experience truly stand outâand itâs something we strive for every day.
Sustainability as a Standard
CLR: Sustainability is more than a trendâitâs a necessity. How has Hyatt Regency Phnom Penh incorporated environmental and social responsibility into daily operations, and how do these efforts align with rising guest awareness around ethical and eco-conscious travel?
At Hyatt Regency Phnom Penh, sustainability isnât treated as a standalone programâitâs woven into how we operate, how we engage with our community, and how we plan for the future. As hoteliers, we have a responsibility not just to our guests, but to the environment and society weâre part of. And in a destination like Cambodia, where cultural heritage and natural beauty are so intertwined, that responsibility feels even more personal.
On the environmental side, weâve implemented a range of practices to reduce our footprintâfrom energy-efficient systems and water conservation to eliminating single-use plastics wherever possible. Our in-room amenities are eco-friendly, and weâve introduced waste separation and recycling programs to minimize landfill contributions. These arenât just checkboxesâtheyâre daily habits we embed across departments.
We also focus heavily on sourcing. Our culinary teams work closely with local farmers and suppliers to support sustainable agriculture and reduce transportation emissions. Not only does this help the environment, but it also ensures our menus are fresh, seasonal, and rooted in local identity. Social responsibility is equally important. We actively invest in developing local talent, providing training, mentorship, and career pathways for Cambodians across all levels of the hotel. Weâve also partnered with NGOs and community initiatives focused on education and inclusionâbecause we believe true sustainability includes uplifting people and communities.
Whatâs encouraging is that todayâs guests are more informed and engaged than ever. Many travelers now make decisions based on a hotelâs values. So when they see our effortsâfrom eco-conscious amenities to community impactâthey know theyâre staying somewhere that aligns with their principles. Finally, sustainability isnât a project with an end date. Itâs a mindset, a commitment to doing the right thing, day in and day out. And thatâs the standard we hold ourselves to at Hyatt Regency Phnom Penh.
Phnom Penhâs Growing Global Footprint
CLR: With Cambodia attracting more attention as a tourism and business destination, where do you see Phnom Penhâs hospitality sector heading? What role will properties like Hyatt Regency play in supporting its emergence on the regional and global travel map?
Phnom Penh is on the cusp of a remarkable transformation. With the upcoming opening of the Techo International Airport in July 2025, poised to become one of the world’s largest airports, the city is set to enhance its connectivity and appeal to international travelers.
This development, coupled with a surge in luxury hotel investments and a burgeoning MICE (Meetings, Incentives, Conferences, and Exhibitions) sector, underscores Phnom Penh’s emergence as a vibrant hub for both business and leisure tourism.
At Hyatt Regency Phnom Penh, we are deeply committed to being a part of this exciting journey. Our role extends beyond providing exceptional hospitality; we aim to be a catalyst for positive change in the city’s tourism landscape. By offering world-class facilities, personalized services, and immersive cultural experiences, we strive to showcase the rich heritage and dynamic future of Cambodia to the world. CLR
