Thomas Glaser, General Manager of The Westin Jakarta on Leadership and the Future of Urban Hospitality

Perched atop Gama Tower, The Westin Jakarta stands as an icon of contemporary hospitality, offering sweeping 360° views of the city skyline. Situated along Jalan Rasuna Said in the Golden Triangle — the capital’s bustling business, commercial and shopping hub — the 5-star property offers unparalleled access to Jakarta’s most dynamic attractions. Within its soaring spaces, guests discover a complete wellness and lifestyle destination. These amenities include a dedicated wellness floor, the Heavenly Spa by Westin, elegant event venues including a grand ballroom, and acclaimed dining experiences such as Seasonal Tastes, Henshin, Daily Treats and the Champagne Lounge.

At the helm is Thomas Glaser, General Manager of The Westin Jakarta, whose leadership continued to shape the property as one of Indonesia’s most recognisable luxury business hotels. Under his leadership, the hotel has not only maintained its reputation for excellence but also strengthened its position as a benchmark for modern hospitality in Southeast Asia. In conversation with LUXUO, Glaser discusses the evolving definition of luxury, how The Westin Jakarta continues to meet the needs of today’s discerning travellers and the principles that guide his leadership in an increasingly competitive market.

Since its launch, The Westin Jakarta has successfully established itself as a favourite with travellers to the Indonesian capital. Which factors contributed to this success? 

The Westin Jakarta’s success is deeply rooted in the strength of its people and the spirit of the brand. From the moment guests arrive, they’re welcomed by a team that genuinely cares — professionals who embody hospitality with warmth, attentiveness, and pride. Our associates are the heartbeat of the hotel, consistently delivering thoughtful service that transforms a stay into a memorable experience.

As part of the globally trusted Westin brand, we offer more than just a place to stay — we provide a sanctuary where wellness, comfort, and purposeful design come together. Nestled in one of Jakarta’s tallest buildings, The Westin Jakarta offers breathtaking views and a sense of serenity above the city’s vibrant energy. But it’s our commitment to helping guests feel their best — physically, mentally, and emotionally — that truly sets us apart. Whether it’s through our signature wellness programs, nourishing cuisine, or intuitive service, we aim to create a space where travelers feel not just welcomed, but genuinely cared for.

“At The Westin Jakarta, we don’t just offer a room — we offer renewal. Our team is passionate about creating moments that matter, because true hospitality begins with heart.“

How is The Westin Jakarta adapting to the evolving expectations of luxury travellers in Asia? What does luxury truly mean to today’s traveler?

More and more, guests are looking beyond lavish aesthetics and turning toward experiences that feel authentic, purposeful, and centered on their well-being. At The Westin Jakarta, we’ve embraced this evolution by creating stays that reflect our core values: Personal, Instinctive, and Renewal.

We believe luxury is personal — it’s about tuning into each guest’s rhythm and creating moments that feel natural and meaningful. Our service is warm, intuitive, and designed to make every interaction feel effortless.

Our commitment to well-being is reflected in everything we do. From the Heavenly® Bed that promotes deep, restful sleep, to our Heavenly Spa by Westin, WestinWORKOUT® Fitness Studio, and indoor pool with panoramic views, we offer a sanctuary for both body and mind. Guests can also enjoy personal training sessions, Pilates classes, and nutrient-rich Eat Well menu options — just to name a few — all designed to support a balanced lifestyle, even while on the move.

We continue to evolve by integrating smart technology that enhances comfort, curating locally inspired experiences, and designing spaces that invite both productivity and pause.

Tell us about the different rooms and suites which can be booked at The Westin Jakarta? 

At The Westin Jakarta, we offer a variety of accommodations designed to meet the needs of every guest — from solo travelers and couples to families and long-stay visitors. Whether it’s a spacious guest room with a King bed, a double Queen configuration for added comfort, or a suite featuring a dining and kitchen area, each space is thoughtfully designed to support purposeful travel.

All rooms and suites feature floor-to-ceiling windows, offering sweeping views of Jakarta’s skyline and creating a sense of openness and calm. The interiors reflect Westin’s commitment to well-being, with natural tones, intuitive layouts, and signature amenities like the Heavenly® Bed and Heavenly® Bath, ensuring every stay is both relaxing and restorative.

More than just a place to sleep, our accommodations are crafted to help guests feel balanced, focused, and at ease — whether they’re working, unwinding, or simply enjoying the moment.

You’ve worked across key locations in Asia: Bangkok, Koh Samui, Bandung and now Jakarta. What are some of the most interesting lessons each posting has taught you?

My journey across Asia has been both professionally enriching and personally transformative. Coming from Germany, with experience in the US and Europe, working in Southeast Asia required me to evolve — not just in how I lead, but in how I connect. Each destination taught me something different.

Bangkok exposed me to a fast-paced and highly competitive environment, where agility was key to success. Koh Samui offered a deeper understanding of emotional hospitality in a resort setting. Bandung highlighted the importance of community and cultural authenticity. And Jakarta continues to challenge and inspire me with its energy, complexity, and ambition.

What I’ve learned above all is the value of adaptability. Working in Southeast Asia means embracing diverse traditions, work cultures, and personalities. It’s about listening more, understanding local nuances, and developing a leadership style that’s inclusive, respectful, and empowering.

Over time, Southeast Asia has become more than just a place of work — it’s become home. I feel deeply connected to the region, both professionally and personally, and I’m grateful to share this journey with my Thai wife, whose culture and perspective continue to enrich my own.

As a General Manager, what is the first thing you notice when you enter a hotel, and which details do you pay particular attention to?

The moment I step into a hotel, I immediately get a sense of the energy in the space — how the team engages with guests, how the environment feels, and whether the experience flows naturally. For me, it always starts with people: their presence, grooming, confidence, and how they interact with guests and with each other. That human connection is the heartbeat of hospitality.

I also pay close attention to the product — the cleanliness, the maintenance, and the overall condition of the space. These details speak volumes about pride, consistency, and the culture of care within the team. Then there’s the service — how genuine the guest journey is, from arrival to departure. If the team is engaged and the service flow is seamless, it indicates a strong sense of belonging. It shows that the management is invested in training and continuously upskilling their associates.

One of my favorite things to do is simply sit in the public spaces — whether it’s the lobby, a café, or the restaurant — and observe. When people don’t know who you are, you get an unfiltered view of how the hotel truly operates. It’s in those unscripted moments that you see the authenticity of the service, the rhythm of the team, and the genuine atmosphere we strive to create for every guest.

How do you maintain consistent service standards at the property?

Consistency in service starts with clarity — ensuring every team member understands what excellence looks like and how their role contributes to delivering it. At The Westin Jakarta, we focus on building a strong service culture rooted in our brand values and local hospitality traditions.

We invest in training and development, not just during onboarding but as an ongoing journey. Regular coaching, upskilling sessions, and cross-training help our associates stay agile, confident, and aligned with our service expectations.

Equally important is communication. We maintain open, transparent dialogue across all levels of the organization. Flat hierarchies and daily briefings ensure that everyone is informed, empowered, and able to contribute ideas or raise concerns. This creates a sense of ownership and accountability.

We also rely on guest feedback and internal audits to monitor performance and identify areas for improvement. Ultimately, consistency comes from culture. When people feel valued, trusted, and connected to a shared purpose, great service becomes second nature.

What can visitors to The Westin Jakarta expect in terms of dining experiences?

At The Westin Jakarta, dining is more than just a meal — it’s a curated experience that blends global flavors with local authenticity, crafted by a team of passionate culinary experts.

Our guests can look forward to distinctive culinary highlights led by our specialty chefs:

• Chef Nandan Ghosh brings the bold, aromatic flavors of Indian cuisine.
• Chef Loh Yun Fatt offers refined Chinese specialties.
• Chef Akira Oshita presents a unique Nikkei experience, fusing Japanese and Peruvian influences.
• Chef Chiko Fonia and his kitchen brigade showcase the richness of Indonesian cuisine with creativity and heart.

Our thoughtfully designed F&B outlets cater to a wide range of tastes and occasions:

Seasonal Tastes: A vibrant all-day dining venue featuring live cooking stations, a wide variety of international dishes, and healthy options inspired by the Westin Eat Well program — including fresh herbs and greens from our own hydroponic garden.

Daily Treats: An airy, welcoming café offering premium coffee, tea, and matcha, alongside a selection of sweet and savory delights — perfect for casual meetings or a quiet moment to recharge.

Champagne Lounge: A sophisticated space to unwind after a long day, with classic drinks and panoramic views of Jakarta’s glittering skyline.

Henshin – Bar & Restaurant: Located on the top floors, Henshin offers an elevated Nikkei dining and nightlife experience, combining bold flavors with breathtaking views and a vibrant atmosphere.

Tell us about the vibrant rooftop bar at The Westin Jakarta, a real gem in Jakarta!

Located atop The Westin Jakarta, Henshin is more than a rooftop bar — it’s a journey of transformation, true to its name which means “transformation” in Japanese.

As the crown jewel of the hotel’s culinary scene, Henshin has carved out its own identity as a destination venue — a place where Jakarta’s vibrant energy meets elevated elegance. Whether you’re sipping a signature cocktail crafted by expert mixologists or savoring the bold flavors of Nikkei cuisine, every moment at Henshin is designed to awaken the senses.

The rooftop bar pulses with life, offering panoramic views of the city paired with curated beats from resident DJs. It’s a space where locals and travelers alike gather to celebrate, connect, and unwind.

Upstairs, the Peruvian-Japanese restaurant is helmed by Chef Akira, whose mastery of Nikkei cuisine brings a refined yet adventurous spirit to the table. His menu blends the delicate precision of Japanese technique with the fiery soul of Peruvian ingredients. Signature dishes like ceviche, tartare de atún, and Wagyu beef showcase bold flavors, fresh ingredients, and a culinary philosophy rooted in transformation and discovery.

Every detail at Henshin — from its striking architecture to its vibrant ambiance — is designed to captivate and inspire, making it one of Jakarta’s most iconic culinary destinations.

How important is sustainability in your culinary approach and how will you reflect this across the hotel’s dining venues?

Sustainability isn’t just a trend at our dining venues — it’s a guiding principle. Across the hotel, we’re committed to creating experiences that are not only delicious but also responsible and future-focused. At Seasonal Tastes, our hydroponic garden is a living symbol of this commitment. It allows us to grow fresh herbs and greens on-site, reducing our carbon footprint while ensuring peak flavor and nutrition.

We also prioritize locally sourced ingredients, working closely with certified partners across Indonesia to bring in the freshest seafood, fish, and coffee. Our menus feature cage-free eggs, reflecting our dedication to animal welfare and clean, lean food options. This approach supports local communities, guarantees quality, and enables us to offer dishes that are both wholesome and ethically sourced.

By focusing on traceability, freshness, and ethical sourcing, we’re not only elevating the dining experience — we’re also contributing to a more sustainable future for Jakarta’s culinary scene.

Tell us more about the spa & wellness facilities at The Westin Jakarta? 

Wellness is a central pillar of the guest experience at The Westin Jakarta, thoughtfully integrated into every aspect of the stay. The dedicated wellness floor on the 50^th level offers a sanctuary above the city — a place to recharge, restore, and reconnect.

At the heart of this space is the Heavenly Spa by Westin, where signature treatments are designed to soothe both body and mind. From therapeutic massages to revitalising facials, every experience is crafted to promote renewal and balance.

For those who thrive on movement, the WestinWORKOUT® Fitness Studio provides state-of-the-art equipment and inspiring skyline views. Guests can also book sessions with one of our three certified personal trainers, who offer tailored guidance to help achieve individual fitness goals. In addition, we host regular Pilates and Yoga sessions, creating opportunities for mindful movement and holistic well-being.

The wellness floor also features an indoor swimming pool, a serene space for laps or leisure, complemented by a sauna, steam room, and a Vitality Pool — all designed to enhance circulation, detoxify, and promote deep relaxation. Whether you’re starting your day with a sunrise swim or winding down with a spa ritual, the wellness experience at The Westin Jakarta is instinctively restorative, personal and elevated.

What is your vision for the future of The Westin Jakarta over the next few years?

Looking ahead, my vision for The Westin Jakarta is clear: to position the hotel not only as a beacon of hospitality excellence but as a true Westin brand ambassador in Southeast Asia — a property that fully embodies the brand’s pillars of personal well-being, instinctive service, and renewal.

A top priority is to become the best employer in the city. That means building a high-performance, dynamic, and engaging team culture where associates feel empowered, inspired, and proud to contribute. We’re investing in leadership development, recognition programs, and a workplace environment that celebrates diversity, creativity, and collaboration.

On the culinary front, we aim to define and reposition our food and beverage outlets to reflect both global trends and local authenticity. Each venue will have a distinct identity, elevated storytelling, and a clear value proposition — whether it’s destination dining, wellness-focused menus, or vibrant social experiences. Sustainability, innovation, and guest-centricity will guide every decision.

Ultimately, The Westin Jakarta will continue to evolve as a place where guests feel better when they leave than when they arrived — and where our team feels proud to shape that journey every day.

What makes a hotel stay an unforgettable experience?

An unforgettable hotel stay is crafted through a thoughtful blend of personalization, service excellence, and innovation. It starts with truly knowing your guest — understanding their preferences, anticipating their needs, and creating moments that feel uniquely tailored to them.

Delivering curated experiences that align with the brand’s identity is key. Whether it’s a wellness-focused stay, a culinary journey, or a cultural immersion, the experience should feel intentional and relevant to the guest’s purpose of travel.

Equally important is invisible yet attentive service — being present without being intrusive. When service flows naturally and seamlessly, it creates a sense of ease and comfort that guests remember long after they leave. Engaging staff make all the difference. Genuine warmth, authentic interactions, and a passion for hospitality can turn a good stay into a great one.

Finally, smart, state-of-the-art technology enhances the experience by offering convenience and personalisation — from mobile check-ins to in-room controls and curated digital content. When technology supports, rather than replaces, the human touch, it elevates the entire guest journey.

The Westin Jakarta is part of the Marriott Bonvoy network. What kind of value does this bring to the property?

Being part of the Marriott Bonvoy network brings tremendous value to The Westin Jakarta, both in reach and in guest experience.

First, there’s the power of the network effect — with Marriott’s global footprint, we’re connected to virtually every key source market around the world. This allows us to welcome a diverse mix of travelers who already know and trust the brand.

Second, loyalty plays a pivotal role. Marriott Bonvoy members bring with them a wealth of insights through their guest profiles, allowing us to personalize their stay based on past preferences and behaviors. This helps us deliver a more tailored, seamless experience from the moment they arrive.

Lastly, exclusive member benefits such as complimentary nights, room upgrades, and Executive Lounge access add meaningful value to our guests’ stays. These perks not only enhance satisfaction but also foster long-term loyalty.

In essence, Marriott Bonvoy strengthens our ability to deliver consistent, high-quality service while offering guests the recognition and rewards they value most.

How do you see the hospitality industry evolving in the next few years?

The future of hospitality is being shaped by three key pillars: the human touch, innovative technologies, and sustainable practices. The human connection will always be at the core of our industry. No matter how advanced technology becomes, it’s the warmth, empathy, and attentiveness of our people that create truly memorable guest experiences.

At the same time, innovation is transforming how we operate. From personalized digital journeys to seamless, contactless services, technology is helping us enhance convenience while allowing our teams to focus more on meaningful interactions.

Sustainability is another area that continues to inspire. As travelers become more conscious of their impact, we have a responsibility to lead with purpose — whether through reducing our environmental footprint, supporting local communities, or promoting wellness and mindful travel.

Together, these three pillars are redefining what it means to deliver exceptional hospitality — blending care, creativity, and conscience into every guest experience.

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