By V. Sivaji

In the hospitality industry, success is often measured by visible markers—full rooms, full ballrooms, five-star ratings and gleaming properties. 

Yet behind every well-run hotel is a less visible force: the people who shape its culture, values and teams. For more than three decades, Thomas Ch’ng has been one of those quiet forces.

With over 31 years of service in the hospitality industry, Thomas has built a career rooted not in the spotlight, but in stewardship. As an experienced Human Resources Director, his professional journey has taken him through some of Penang’s well-known hotel brands, Hard Rock Hotel Penang, Holiday Inn, stints in Langkawi hotels and currently, with the G Hotel Gurney.

To colleagues, Thomas is known as someone who understands that hotels are ultimately people businesses. While systems, policies, and procedures matter, he has always believed that genuine service excellence begins with how staff are treated, trained and trusted. This belief has guided his approach to human resources throughout his career.

Over the years, Thomas has trained and mentored numerous human resources managers, many of whom have since gone on to carve out successful careers of their own within the hospitality industry. 

Some have moved on to lead HR departments at other properties, while others have taken their experience across borders. For Thomas, these successes are among his proudest achievements—not because they carry his name, but because they reflect the growth of others.

“The staff and team members are the core of the hospitality industry. Without them we cannot take care of our guests and customers,” he adds.

He also shared that with more and more new hotels and resorts coming up this year, new talents are always needed for the hospitality industry in Penang.

Those who have worked with him often speak of his steady presence. He is not one for grand speeches or dramatic gestures. Instead, his leadership shows up in consistency: fair judgment, clear expectations and a willingness to listen. In an industry known for high turnover and long hours, such steadiness can be rare—and deeply valued.

Having witnessed the hospitality landscape evolve over three decades, Thomas has adapted without losing sight of fundamentals. Technology, workforce expectations and industry standards have changed, but the need for empathy, discipline and professionalism has remained constant. His longevity in the field is not just a reflection of experience, but of relevance.

Today, with the G Hotel Gurney, Thomas continues to do what he has always done—supporting teams, developing talent, and ensuring that people remain at the heart of the operation. 

In his free time, he likes to travel, take pictures of interesting places and people and last but least is also a foodie too.

His impact may not always be immediately visible to guests, but it is felt in the confidence of managers, the growth of young professionals and the stability of the organisation.