Ho believes that technology can never replace human sincerity when it comes to hospitality (Photo: Wyndham Hotels & Resorts)
Options: How has the definition of a great hotel transformed over the last decade?
Jacqueline Ho: While tangible factors such as location, facilities and star rating remain important, they have become the baseline rather than the differentiator. Today, what makes a hotel stand out is its ability to consistently deliver thoughtful hospitality. That means understanding why guests are travelling, anticipating their needs, empowering staff and ensuring interactions feel effortless.
Has this influenced the way Wyndham Singapore Hotel is run?
Yes, it has reshaped how we design our guest experience. We ensure stays are as seamless and intuitive as possible. Through AI-enabled solutions such as digital pre-registration, guest communication via WhatsApp and intelligent enquiry management, routine touchpoints are streamlined while our team can focus on delivering a human-centred service where it matters most.
Which initiatives have surprised guests by proving that environmental responsibility can actually enhance their stay?
There’s often an assumption that environmentally responsible practices come at the expense of convenience, but we’ve found the opposite to be true. Ultimately, the most successful sustainability initiatives are the ones guests don’t have to think about.
An in-room filtered drinking water system eliminates dependence on single-use plastic bottles, while our smart guest rooms have intelligent sensors that optimise energy usage when unoccupied, reducing ecological impact without behavioural change or compromising comfort.
Does Wyndham Hotels & Resorts have other properties in Singapore?
We are fortunate to have two other locations in the heart of Singapore that make discovering iconic attractions and lesser-known gems easy: Hotel Traveltine Downtown Singapore, Trademark Collection by Wyndham, and Days Inn by Wyndham Singapore Novena.
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Have you noticed any interesting changes in the types of travellers visiting Singapore over the past few years?
Trips are becoming more purpose-driven, planned around specific motivations including major events such as concerts or Formula 1, wellness and leisure, family and multigenerational travel as well as business and MICE (meetings, incentives, conferences and exhibitions) activities.
We are also seeing a growing number of younger and more independent travellers. Influenced by digital platforms, social media and peer recommendations, they seek destination-driven locations rich in culture, flexibility, convenience and personalisation, though authentic human connection remains essential.
Are there any initiatives that have been implemented to meet this demand?
From the get-go, we work closely with developers to redesign physical spaces based on consumer trends, projected necessities, evolving travel patterns and diverse visitor profiles. Offerings can be adapted, from spacious room configurations and family-friendly amenities to services that meet differing dietary and lifestyle needs.
We also set up a commercial framework that liaises directly with properties to curate relevant activities. For instance, Wyndham Singapore Hotel collaborates with local attractions such as an indoor rock-climbing facility at the nearby Funan Mall. Further, guests staying at Days Inn by Wyndham Singapore Novena can opt for an exclusive and customised immersion programme into the historic Balestier district. In partnership with Indie Singapore Tours, the walk showcases the island’s 1950s cinematic golden age, disappearing artisanal trades, Michelin-recognised street food and traditional coffee mills.
If someone were visiting Singapore, what would you encourage them to explore?
I believe the city’s true charm lies in its neighbourhoods and the everyday things enjoyed by locals. Venture beyond the usual tourist trails to places like Tiong Bahru, Joo Chiat, Katong, Kampong Glam or Everton Park. I’d also encourage people to embrace a slower pace of travel by spending a morning enjoying breakfast at a neighbourhood hawker centre, taking a walk through the lush trails of Fort Canning Park or wandering along the Singapore River as the city comes to life.
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Is there a lesson guests have taught you over the years that no management textbook ever could?
Small gestures like a warm welcome after a long journey, taking the time to remember a returning guest or helping to solve an unexpected problem can have a far greater impact than any facility or amenity. They’ve also reminded me that hospitality is ultimately about people. Technology can make a stay more efficient, but it can never replace sincerity and genuine care.
What quality do you look for most when building a hospitality team?
I look for people with empathy and mindset of service. Skills can be taught, but the ability to care for others, listen attentively and make someone feel welcome comes from within. In hospitality, every interaction is an opportunity to make a positive impression, so I value team members who are curious, adaptable and willing to go the extra mile for our guests.
Teamwork is also critical in our industry. Delivering exceptional hospitality is never the effort of one individual as it takes a team that builds trust, communicates openly and shares the same commitment to creating memorable guest experiences.
Hotels never truly sleep. How do you personally recharge after constantly looking after everyone else?
I usually spend quality time with family and friends, enjoy a good meal or simply take a moment to disconnect and reflect. This helps me reset, gain perspective and return with renewed energy. When you’re well rested and present, you’re better able to show up fully for your team and guests and lead better.
Early check-in or late check-out?
Late check-out — a good hotel experience should not feel rushed. Giving guests a little more time to relax, enjoy breakfast or explore the surrounding area before departing often leaves them with an even more lasting impression.
This article first appeared on Sept 7, 2026 in The Edge Malaysia.
