Centara Hotels & Resorts, Thailand’s premier hotel operator, is charting a bold new course in global hospitality, underpinned by a deep-rooted commitment to Thai heritage and world-class luxury. With an ambitious vision to become one of the top 100 hotel companies globally by 2027, Centara is accelerating its international footprint through the launch and transformation of iconic five-star properties in the world’s most desirable destinations.

I remember visiting the super luxe Centara hotel in Bangkok and it was indeed an amazing experience. No wonder, this strategic expansion led by its flagship brands, Centara Grand and Centara Reserve, continues to set new benchmarks in luxury travel. From the sun-soaked shores of the Maldives to the vibrant streets of Osaka and the cultural heart of Bangkok, Centara is indeed redefining modern hospitality with signature Thai warmth, elevated experiences, and an unwavering dedication to excellence.

In an exclusive interview, Andrew Jansson, Cluster General Manager of Centara’s two newest Maldives resorts, speaks to Sumita Chakraborty, Founder & Editor-in-Chief, TheGlitz, about leadership, innovation, and the evolving vision that is shaping the future of Centara.

Over To Andrew Jansson, Cluster General Manager of Centara’s Two Newest Maldives Resorts

As Cluster General Manager of the two new resorts, how do you interpret and implement Centara’s overarching vision across the properties you oversee, and how has that vision evolved during your tenure?

What’s been most important for us as a group is to establish a clear and distinct market positioning. With these two new resorts—strategically located side by side and connected by a bridge—we’re able to deliver unique experiences at each property, while also offering guests the flexibility to explore beyond a typical single-island resort stay. At Centara Mirage Lagoon Maldives, in particular, we’re reinforcing the Mirage brand’s identity as the top choice for families, building on its success in Pattaya and Dubai. My role is to take Centara’s strong foundational vision and tailor it with my own experience and understanding of this destination, ensuring its success both on a macro level and in day-to-day operations—benefiting not only our new resorts but also strengthening the group as a whole.

Centara is deeply rooted in Thai hospitality. From your perspective, how do you maintain this cultural authenticity while catering to a diverse international clientele in this destination?

Infusing Thai heritage and culture into our two new properties has been a key focus from the outset. To ensure authenticity, we brought in key team members from Centara properties around the world—from Japan to Thailand and Dubai—to be part of our opening team. These colleagues already embodied Centara’s hospitality values and helped instill them across our broader teams. Centara is known for its gracious service, outstanding cuisine, holistic spa experiences, and family-centric approach—all wrapped in a modern luxury setting. This is the essence we’ve carried into every detail of the guest experience at both resorts.

The hospitality landscape has seen rapid changes in recent years. What trends do you see most impacting guest expectations today, and how are your properties adapting to meet them?

In today’s digital era, communication preferences have changed drastically. Traditional methods—like newsletters and phone calls—are fading, and even emails are being replaced by more immediate platforms like social media and messaging apps. Guests now expect real-time responses and instant access to information. As a self-described old-school hotelier, I’ll admit we’re still catching up, but we’re actively reinventing how we communicate and determining which platforms best connect us with our guests. Different generations and markets interact in different ways, so staying agile and continually exploring new tech solutions is key to keeping pace.

Sustainability is becoming increasingly important in hospitality. What steps have your properties taken to support Centara’s environmental and responsible tourism goals?

Centara’s commitment to sustainability is embodied in our EarthCare program, which has been recognized as a GSTC-Recognized Standard. As new builds, our Maldives properties were designed from the ground up with sustainability in mind. We’ve made significant investments in solar power to reduce reliance on fossil fuels. We operate an advanced desalination system that produces all the water for both properties, along with two bottling plants for still and sparkling water, eliminating the need for imported plastic bottles. Add to that a comprehensive recycling program, and we’re proud to say that we’re doing everything we can to reduce our footprint and operate as responsibly as possible.

With a varied portfolio under your management, how do you ensure a consistent guest experience and uphold Centara’s brand standards across different types of properties?

Consistency begins with having the right people who truly embody the values, culture, and standards we set. Regardless of how well-crafted our mission or brand guidelines are, real consistency comes from human connection—how we engage with our guests. To me, sincerity and warmth are at the heart of every memorable stay. If we can foster genuine connections, everything else—from the product to the service—will follow naturally. That’s the consistency guests will feel and remember.

Technology is transforming the guest journey. What digital innovations or service enhancements have you introduced within your cluster to elevate guest satisfaction?

Building on what I mentioned earlier, we’ve rolled out several tools to align with guests’ changing expectations. Our most effective so far is a mobile app that gives guests instant access to everything they need—menus, daily events, service requests, and direct chat with our team. Whether they want to book an excursion or ask for extra towels, they can do it all from their phone with just a few taps. Usage data clearly shows how valued this tool has become across all guest profiles.

Leadership in hospitality requires agility and a people-first mindset. What values and leadership principles guide your approach to managing teams and delivering service excellence?

For me, leadership means leading by example and creating the right environment for people to thrive. I focus on providing the right tools—not just the tangible ones, but also motivation, confidence, and growth opportunities. I aim to build teams with shared values and a deep sense of pride in what we do. When joy and ownership are present at all levels, anything becomes possible. Above all, we must remember that hospitality is about caring for people—whether they’re our guests or our team members. Both are equally important, and our success depends on how well we look after both.

Looking ahead, what upcoming developments, upgrades, or strategic initiatives are you most excited about within your cluster of Centara properties?

It’s still early days, and we’re continuing to fine-tune both resorts post-opening. But we’re already developing a few exciting concepts based on guest feedback, including a new beach bar and an organic garden dining experience. We’re actively listening to our guests and letting their insights shape our next steps. I can’t reveal too much just yet—but let’s just say there are more exciting surprises on the horizon. Stay tuned!