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HOTELS Interview: Lifelong passion for luxury

As managing director of Sri Panwa in Phuket, Thailand, Vorasit “Wan” Issara oversees day-to-day operations, marketing, development and sales for the luxury resort. Issara has held this post since 2005 and has become known for his unique and energetic management style.

Prior to coming to Sri Panwa, Issara met legendary hotelier Robert Burns while working as a pool boy at Grand Hotel a Villa Feltrinelli. Isaara says this experience inspired his passion for 5-star luxury service. 

Isaara spoke with HOTELS about his relationship with Burns, his management philosophy and Sri Panwa’s forthcoming new complex housing a pool club, suites and new restaurant.

HOTELS: What drew you to the hotel industry?

Vorasit Issara: Since I was young, I was drawn to food, restaurants and hotels. When I would travel with my parents, it was not the museums that interested me but the hospitality industry in every city. I knew I wanted to be involved in the hospitality industry and went to school for hospitality management, where I realized that I could combine my love of food and entertaining with design and service.

Vorasit “Wan” Issara oversees day-to-day operations, marketing, development and sales at Sri Panwa.
Vorasit “Wan” Issara oversees day-to-day operations, marketing, development and sales at Sri Panwa.

H: Can you speak a bit about your relationship with Robert Burns? Also what other mentors have you had?

VI: I met him working at his resort Hotel a Villa Feltrinelli as a pool boy. I ended up taking care of his 3-year-old son, Robert, quite often. One day, he asked me to join them on his boat to watch Robert. When Robert was sleeping, I asked him for advice, which he happily gave. From that day on, I have treasured any wisdom he imparts. He told me that running a hotel isn’t rocket science — it is just about providing incredible service. It’s all about the small details.

My other mentor is my father. My management style is a direct result of watching my father. He leads with authority, and his employees trust him and can come to him with any problem.

H: How has your philosophy as managing director evolved over the years? How do you energize your team to keep them fresh and excited about the property?

VI: My philosophy as a director has not changed much since starting. I value all employees, and the turnover at my resort is extremely low. I know each of my employees by name, and we have an open-door policy. I encourage everyone to be straightforward and to come up to me and upper management no matter how small the problem.  

We are constantly improving the resort, adding new items, and we involve the staff in all decisions. For example, it is not just me figuring out what linens to use in a room. I bring in multiple people from the housekeeping staff up because they are the ones actually dealing with the fabrics. When employees feel they are a part of something bigger, they want to work harder to make sure the resort is a success. Being able to relate to your staff is important; including them and making them feel needed and appreciated is important to the culture. 

H: Can you describe the new complex coming to Sri Panwa? Where did the inspiration come from?

VI: We wanted to offer a place where families could stay together because much of the resort is spread out. The new complex will have 30 pool villas and penthouses. The new restaurant will be fun, offering modern Chinese with unique dishes like Peking duck salad. 

I am inspired by travel. Everywhere I go, I am looking at what’s new to see how we can improve our service or even just incorporate beautiful places from nature into our designs. I just came back from a trip to Switzerland and Italy and am bubbling with ideas in regards to food, design and service.

"I am inspired by travel. Everywhere I go, I am looking at what’s new." - Vorasit Issara
“I am inspired by travel. Everywhere I go, I am looking at what’s new.” – Vorasit Issara

H: What is the biggest challenge you have overcome in your role to date? 

VI: Opening a hotel in general is challenge — getting everything perfect and making sure timing works out is not easy.

After opening the hotel, growing your business presents its own challenge. You need to make sure you still have your pulse on everything while also hiring the right people for your team.

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