The Evolving Role of a Leader in Hospitality and Tourism

The hospitality and tourism landscape, fraught by unprecedented concerns and challenges, demand new steerage and navigation. This might be achieved through keen leadership styles and versatile mind-sets. From troubleshooting to problem-solving, the success of the industry lies in the manner and form in which leaders think, react and behave.


The objective of this Webinar is to present opportunities for the leaders of hotels and travel organisations to join our experienced group of thought leaders in an interactive discussion on the way leaders lead their teams in a post-Covid world.


This webinar is tailored for hospitality & travel management staff – from Managers, Directors, Executive Assistant Manager to General Managers.


Dates 30 April 2021, Friday
Time 3:00p.m to 4.30p.m


13 August 2021
3.00pm to 4.30pm
The Role of the Leader in Asset Enhancement in Hospitality and Tourism
22 October 2021
3.00pm to 4.30pm
Making Sense of Data – The Leader’s Perspective
10 December 2021

3.00pm to 4.30pm

The Role Leaders Play in Shaping Organisational Culture


Time Programme
2.45pm – 3.00pm Registration
3.00 pm – 3.05pm Emcee’s Introduction
3.05pm – 3.30pm Keynote Address:

Professor Jochen Wirtz,
Vice Dean, MBA Programmes and Professor of Marketing,
National University of Singapore

3.30pm – 4.20pm Panel Discussion


Ms Sandra Tan
Founder & Director, Esteem Communication


  1. Professor Jochen Wirtz,
    Vice Dean, MBA Programmes and Professor of Marketing,
    National University of Singapore
  2. Mr Gilbert Madhavan
    General Manager, One Farrer Hotel
  3. Mr Vivek Bhalla
    Vice President Operations, South East Asia and Korea
    InterContinental Hotels Group (IHG)
4.20pm – 4.30pm Q&A

End-of-programme evaluation

Speakers & Panellists
Professor Jochen Wirtz

Vice Dean, MBA Programmes and Professor of Marketing, National University of Singapore

Jochen Wirtz is Vice Dean, MBA Programmes and Professor of Marketing at the NUS Business School, National University of Singapore.

Professor Wirtz is a leading authority on service management, and has over 200 publications, including six features in Harvard Business Review and over 10 books which include Intelligent Automation – Learn How to Harness Artificial Intelligence and Services Marketing: People, Technology, Strategy, which is in its 9th edition.

In recognition of his excellence in research and teaching, Prof. Wirtz has received over 45 awards, which notably, includes the Christopher Lovelock Career Contributions to the Services Discipline Award in 2019 (the highest recognition of the American Marketing Association (AMA) service community), and the prestigious, top university-level Outstanding Educator Award at NUS.

Mr Gilbert Madhavan

General Manager, One Farrer Hotel

With over 40 years of experience in the hospitality industry, Gilbert Madhavan has worked in Asia, Australia and the Caribbean, spending the last 10 years taking the helm at One Farrer Hotel as its General Manager.

In the years prior, Gilbert had made a name for himself at Raffles Hotels and Resorts. During his tenure, the hotels under his charge received various accolades including the prestigious five-star Diamond Award by American Academy of Hospitality Sciences and special recognition by Conde Nast Traveller and Travel and Leisure as the world’s finest.

Most notably, he successfully opened and managed Raffles Grand Hotel d’Angkor in Siem Reap. The highlight of his stint in Cambodia was the high-profile fundraising charity concert he organised in 2002, featuring world renowned Spanish tenor, Jose Carreras, accompanied by Singapore Symphony Orchestra at the legendary Angkor Wat which attracted 1,200 guests from the world across to raise funds for victims of landmines.

For his outstanding achievement in the hospitality industry, Gilbert was presented the International ManagementAction Award by the Chartered Management Institute, Singapore and SPRING Singapore, in 2014.

Mr Vivek Bhalla

Vice President, Operations
South East Asia and Korea
InterContinental Hotels Group

Vivek Bhalla is the Vice President of Operations for South East Asia and Korea for InterContinental Hotels Group (IHG). He is responsible for operations across South East Asia and Korea (SEAK) which is made up of over 100 open hotels across nine brands with more than 80 in the pipeline. Based in Singapore, Mr Bhalla has a wealth of experience working in challenging and complex markets, across South East Asia and Asia Pacific.

Before relocating back to Singapore, he had spent two years in India as Head of South West Asia at IHG.

A veteran in the hospitality industry, Vivek has also served as the Senior Director Operations – South Asia with Starwood Hotels and Resorts and was responsible for the Pre-Opening and Operations of the group’s 40+ hotels in India and South Asia. He has also held senior management roles in Sales and Marketing as Director of Revenue Management for Asia Pacific for Starwood Hotels, Revenue Manager, Corporate – Hyatt International Hotels and Revenue Manager, South East Asia – Hyatt International Hotels.


Ms Sandra Tan

Director of Esteem Communications & Training

Corporate Coach & Media Consultant

Trainer for Digital Marketing, Personal Branding, Social Media, Ecommerce & Affiliate Marketing

Sandra is the Founder & Director of Esteem Communications & Training Consultancy, with more than 25 years’ experience in corporate and academia work. She is an emerging voice in LinkedIn on hospitality, retail, entrepreneurship and a speaker on digital marketing trends and personal development.

As a Consultant, she managed accounts in retail, hospitality, leisure attractions, property and the charity sector. Some of her clients include Salvatore Ferragamo, Hard Rock Café, OCBC Property and Very Special Arts Singapore.

Sandra has also worked in academic institutions such as the Nanyang Polytechnic and Singapore Management University. She is a certified practitioner and Coach for Design Thinking and Neuro-Linguistic Programming, and has conducted a Design Thinking course in Chengdu.



Our Sponsor:

Sponsors will enjoy the following benefits:


  • Display of company logo on SHATEC’s digital marketing platforms (website, social media, edm) and virtual background for the webinar
  • Display of company services and product information (1 slide) at the start and end of the webinar