We dive deep into the mind of the Chief Operating Officer of Sunway Hospitality, Alex Castaldi, as he embraces his new role.
Alex Castaldi’s journey with the company began as the General Manager of The Banjaran Hotsprings Retreat, where he became a pivotal force in the brand’s success. If you’re familiar with the resort’s signature restaurant, Jeff’s Cellar, you should know that Castaldi turned it into one of Malaysia’s most iconic dining destinations.
Now, as he embraces his new role, the challenge of steering Sunway Hospitality towards global prominence fuels his passion. In his previous role as Senior General Manager of Sunway City Kuala Lumpur Hotels, he oversaw transformative projects, such as the US$60 million transformation of Sunway Resort Hotel and the introduction of iconic dining experiences like Gordon Ramsay Bar & Grill. With this track record of success, his new role offers him the opportunity to expand Sunway’s portfolio further across Southeast Asia.
Get to know Alex Castaldi:
What are you most looking forward to in your new position as COO of Sunway Hospitality?
Alex Castaldi: Being appointed as COO of Sunway Hospitality is both an honour and a responsibility I embrace wholeheartedly. My journey with Sunway over the past seven years has given me a deep appreciation for the brand’s potential. Starting as General Manager of The Banjaran Hotsprings Retreat, we managed to elevate Jeff’s Cellar, the resort’s signature restaurant, into one of Malaysia’s most iconic dining destinations. Later, as Senior General Manager of Sunway City Kuala Lumpur Hotels, we underwent a USD 60 million transformation of Sunway Resort Hotel, introducing globally recognised brands like Gordon Ramsay Bar & Grill to Malaysia.
What excites me now is driving Sunway Hospitality’s mission to become a formidable global hospitality player while remaining guided by our core pillars of Humility, Excellence and Integrity, as instilled by our Founder and Chairman, Tan Sri Dato’ Seri Sir Dr. Jeffrey Cheah.
I’m particularly inspired by the opportunity to expand Sunway’s portfolio across Southeast Asia and contribute to the exceptional projects that are already in the pipeline. This role is about more than expansion; it’s about building a legacy that secures Sunway’s place as a global leader in hospitality.
How has the Sunway Hospitality Group evolved since you first joined?
Alex Castaldi: When I joined Sunway Hospitality in 2017, the brand was well-established locally but had yet to be recognised alongside renowned global hotel brands. Even our flagship property, the five-star Sunway Resort Hotel, was largely perceived as a conventional, local property. However, we’ve since transformed this perception. The USD 60 million transformation project redefined the guest experience, and we have successfully doubled the average room rate by introducing modern luxurious designs, bespoke room types, family-friendly amenities and intuitive facilities for families, business travellers, fitness enthusiasts and food lovers. Collaborating with renowned brands like Gordon Ramsay Bar & Grill and Black Tap Craft Burgers & Shakes has also turned Sunway City Kuala Lumpur into a must-visit dining destination.
Sunway’s broader ecosystem also showcases the strength of integration. Our group’s presence in the construction, medical, retail, theme park and education sectors enables us to offer comprehensive experiences. At Sunway City Kuala Lumpur, guests can opt to shop at Sunway Pyramid Mall, enjoy thrilling rides at Sunway Lagoon or access healthcare at Sunway Medical Centre, all within an ecosystem that provides unmatched convenience and value.
Today, Sunway Hospitality is a regional leader with 11 properties across Malaysia, Cambodia and Vietnam. With upcoming projects like an integrated resort in Ipoh, Perak state, and a luxury retreat in Iskandar Puteri, Johor state, we’ve evolved from a local brand into a regional and global hospitality leader, offering holistic and transformative experiences.
What are some of the shifts you’ve seen happen in hospitality in SEA in the past few years?
Alex Castaldi: The Southeast Asian hospitality industry has experienced significant shifts, shaped by evolving traveller preferences. Experiential travel has emerged as a major trend, with guests seeking personalised and immersive stays that go beyond traditional accommodation. At Sunway, we have embraced this shift by offering unique room designs, multi-generational facilities and innovative dining concepts. Additionally, we curate experiences that leverage the seamless integration of our sister businesses across retail, entertainment and healthcare, delivering unparalleled convenience and diversified offerings to our guests.
Technology has also become indispensable. The pandemic accelerated digital adoption and travellers now expect seamless integration of tech solutions. To meet this, we’re finalising a hotel app that offers digital check-ins, smart room controls and instant chat support, ensuring convenience while retaining our signature warmth.
Sustainability has transitioned from a trend to a necessity. Through Sunway for Good, our companywide initiative which is aligned with the United Nations’ ESG goals, we’ve rolled out programmes such as food waste composting, soap recycling, urban farming, single-use plastic elimination and more, making eco-conscious practices an integral part of our guest experience.
Lastly, wellness travel has surged in popularity. Properties like The Banjaran Hotsprings Retreat exemplify this, offering holistic experiences that cater to modern travellers’ mental and physical well-being. Across Sunway’s portfolio, we are expanding this focus to meet rising demand.
What are some of the opportunities you see for the Group?
Alex Castaldi: Sunway Hospitality is uniquely positioned to seize opportunities within the evolving travel industry by leveraging the broader Sunway ecosystem. With integrated offerings across retail, entertainment, healthcare and education, we can deliver seamless, multi-faceted experiences that redefine traditional hospitality.
Regional expansion remains a key focus. Building on our successes in Malaysia, Cambodia and Vietnam, upcoming projects such as the integrated resort in Ipoh and the ultra-luxury retreat in Iskandar Puteri will showcase Sunway’s world-class hospitality to a rising number of discerning international travellers.
Equally important is our commitment to evolving with consumer trends. By understanding the priorities of each generation, whether it’s sustainability, digital innovation or wellness, we continue to diversify our offerings and meet the needs of today’s travellers. This agility allows us to create meaningful, forward-thinking experiences that resonate with guests across all demographics.
In your view, what makes a great hospitality experience?
Alex Castaldi: For me, a great hospitality experience is just one word: “memorable”. It’s not just about amenities or facilities, but about moments that linger in your memory and make you want to return. At Sunway, we strive to create experiences that leave a lasting impression through thoughtful, personalised service and intuitive spaces that resonate emotionally with guests.
It’s about moments of connection, discovery, comfort and authentic interaction. That’s the kind of hospitality experience we strive to create for every guest to cherish long after their stay.
In such a crowded space, how do you cut through the noise?
Alex Castaldi: Standing out in a competitive market requires authenticity, purpose and a clear sense of value. At Sunway, we differentiate ourselves not solely through luxury or scale, but through three key pillars: Humility, Excellence and Integrity.
Our synergy with the broader Sunway ecosystem allows us to deliver holistic guest experiences that are both unique and unmatched. This seamless integration through various other business sectors adds value, depth and convenience to every stay.
Sustainability remains a cornerstone of our strategy. Through our Sunway for Good initiatives, we champion eco-conscious and community-driven projects that align with global priorities, creating a positive impact that resonates deeply with today’s travellers.
Innovation is equally critical, but we approach it with empathy. From our upcoming hotel app, which blends convenience with personalisation, to genuine, human-centred service, we prioritise experiences that are meaningful, memorable and rooted in our core values.
By focusing on purpose-driven experiences, heart-led innovation and an integrated approach, Sunway Hospitality consistently offers something distinctive in an increasingly crowded market.
Any exciting plans you can share with us? What are your goals for the coming year?
Alex Castaldi: We’re entering a truly exciting phase for Sunway Hospitality, with plans to expand further across Southeast Asia. Our upcoming projects are designed to deliver seamlessly integrated experiences across accommodation, entertainment shopping and more, all while staying true to our “Sunway for Good” commitment to sustainability and community.
I’m particularly excited about the culmination of two key projects; the integrated resort in Ipoh and the ultra-luxury retreat in Iskandar Puteri. These developments will further diversify our portfolio and introduce exceptional new experiences for our guests. Additionally, our recent partnership with Global Hotel Alliance (GHA) is a significant milestone for us. As part of the GHA DISCOVERY programme, we’re now able to offer 28 million members rewarding stays at our properties, while benefiting from greater global exposure and increased repeat business. This collaboration is a testament to our ongoing commitment to delivering world-class experiences while driving sustainable growth.
As mentioned earlier, we’re in the final stages of developing our hotel app, a transformative tool that will make stays more seamless, personalised and enjoyable by integrating features such as digital check-ins, smart room controls and instant chat assistance.
Our ultimate goal for the coming year is to continue setting new benchmarks in sustainable, integrated hospitality, guided by our core values of Humility, Excellence and Integrity. We aim to create experiences that are not only memorable but deeply meaningful, solidifying Sunway’s position as a leader in the industry.
