TDM engages in a discussion with David Martens, Vice President of Operations, Centara Hotels & Resorts and General Manager of Centara Karon Resort Phuket, regarding strategies for differentiation and competitiveness while emphasising sustainability. Martens also provides insights into the recent renovations of Centara Karon Resort Phuket and the initiatives implemented to facilitate memorable vacation experiences for guests.

Travel Daily Media (TDM): What is your vision for Centara Hotels & Resorts’ growth and market positioning in the next five years, particularly in Southeast Asia and globally?

David Martens (DM): In my role as Vice President of Operations of Centara Hotels & Resorts, I am committed to supporting and enhancing Centara’s hotels and resorts, to become ‘The Place to Be’ for the world’s travellers and one of the planet’s top 100 hotel operators. As General Manager of Centara Karon Resort Phuket, I aim to continue creating exceptional experiences for all our guests with Centara’s signature family values and gracious Thai service.

TDM: The hospitality industry is constantly evolving. How is Centara adapting to trends like sustainable tourism, digital transformation, and changing guest expectations?

DM: At Centara, we constantly strive to meet and exceed our guests’ expectations. Today, our eco-conscious customers demand that we operate in a sustainable and socially responsible manner, so we have implemented widespread measures to reduce our emissions, waste and carbon footprint, while also giving back to our local communities. As a group, we are aiming to achieve a 40% reduction in greenhouse gas emissions by 2029, and overall net zero operations by 2050. One excellent way to make this visible to our guests is by achieving third-party certification. In 2023 and 2024, 25 of our hotels and resorts were recognised by industry-leading certification bodies: the Global Sustainable Tourism Council (GSTC) and Green Key. In terms of our digital transformation, Centara is investing in cutting-edge technologies including Artificial Intelligence, Augmented Reality, Voice-Activated Solutions, and contactless services to enhance the guest experience. This is integrated into our sustainability efforts, as providing services via apps or in-room TVs via QR codes helps to reduce our paper waste. Looking ahead, we will continue to innovate in all areas of our business to elevate our guest experiences and exceed customer expectations.

TDM: How are you incorporating sustainability into Centara’s operations, and what are the most significant challenges and opportunities in creating eco-friendly hotel environments?

DM: As mentioned above, we are integrating sustainable solutions into every aspect of our day-to-day operations and guest services – including industry-leading tech solutions. We are also successfully moving towards a single-use plastic-free hotel environment, with the removal of bottles, straws and other non-biodegradable amenities. Many of our hotels and resorts have launched onsite herb gardens to provide organic produce for our restaurants, and in-house biogas stations to support food waste reduction and generate green energy. Our “Going Greener” cards allow guests to choose how often we change their linen. Of course, there are challenges, such as sourcing eco-friendly alternatives to guest amenities and encouraging everyone (guests and associates alike) to adapt their day-to-day behaviour. But the benefits far outweigh the challenges; by operating more sustainably we can reduce unnecessary waste and lower operating costs, while also building a brighter tomorrow.

TDM: How is Centara leveraging technology to improve both back-end operations and guest-facing services? Could you give examples of recent tech-driven innovations implemented across Centara properties?

DM: We have rolled out third-party apps and solutions such as Handigo to communicate with our guests, which allows us to create personalised offers and promotions. We are also providing our restaurant and in-room dining menus and other hotel information via in-room TVs and QR codes, which helps to accelerate our transition to a paper-free environment, while also increasing convenience for guests.

TDM: As the General Manager of the Centara Karon Resort Phuket, what is your vision for the property once it reopens after the renovation?

DM: We are excited to unveil our newly renovated resort and look forward to welcoming back many of our regular clientele, while also inviting new guests to experience our revitalised services. We want all guests, both old and new, to enjoy a truly memorable vacation with us. Our renovation has enhanced the facilities, amenities and activities for all ages, including a kids’ playground, an E-zone for teens, and a sleek coffee shop for digital nomads. Travellers can also engage with the local community, who are being invited to showcase their unique products through dedicated guest workshops, exhibitions and cultural performances.

TDM: What operational changes or upgrades should guests expect after the renovation of Centara Karon Resort? What sustainability practices or eco-friendly initiatives are being incorporated into the renovation plans at Centara Karon Resort?

DM: Guests can look forward to a wealth of activities for all ages. For families, an exhilarating new water park is available at the lagoon pool, and our Deluxe Family Suites now provide a separate room for children with bunk beds and dedicated kids’ amenities. We’ve also created a vibrant new playground, the Chang Dee Club for kids and an E-zone for teens, and our animation crew from Carpe Diem are back with fun games and activities for the whole family. In the Terrace Wing, rooms now feature two double beds to cater to families, while an increased number of interconnecting rooms will offer greater options for multi-generational groups.

For digital nomads, Pink Social is a new fully connected hub at the Terrace that provides the perfect place to grab fresh coffee and work during the day, or sip cocktails and socialise after dark, and all adults can work out in style at the new Studiofit centre, which is powered by Technogym. Looking ahead, we are eagerly anticipating Phase 2 of our renovation, which will include the launch of 50 new private pool villas in Q2 2025.

In terms of sustainability, Centara Karon Resort Phuket was already an eco-friendly hotel, and we have now fully eliminated single-use plastics. Our chef’s herb garden grows organic produce for the resort’s restaurants, and “Going Greener” cards allow guests to choose how often we change their linen.

TDM: Could you share some key elements or areas of focus in the ongoing renovation of Centara Karon Resort? How do these reflect the current market demands?

DM: In response to the demand from guests wanting to “experience” more during their vacation, we have added a wide range of activities for all generations. As mentioned above, our renovation has enhanced our family facilities and created additional options for kids, teens, parents, digital nomads, fitness seekers and more. Overall, we are striving to create new and original activities for our loyal guests who return annually and new visitors seeking an upscale resort with fantastic facilities in Phuket. Karon is one of Southeast Asia’s most iconic beaches, with powder-soft sand, turquoise seas and opportunities for water sports, including surfing. It is also perfectly positioned just 10 minutes from lively Patong and 30 minutes from culture-rich Phuket Town. We look forward to introducing all guests to this exciting new era of hospitality at Centara Karon Resort Phuket.

TDM: In a market saturated with luxury resorts and international brands, how does Centara differentiate itself, and what role does Centara Karon Resort play in that strategy?

DM: As Thailand’s leading Hotel Company with many decades of experience in Phuket, Centara intuitively understands this market. Our unique style of family-centric, Thai-inspired hospitality is well-known and loved by visitors from all around the world, which is demonstrated by the fact we have so many repeat visitors. Centara Karon Resort Phuket perfectly reflects the company’s warm and caring culture. We are not a luxury hotel – we are an upscale resort that offers exceptional value for money, outstanding facilities and unparalleled hospitality to all guests, including families, underpinned by our authentic Thai service. With a prime location on Phuket’s highly desirable west coast, our resort provides unique experiences to local and international visitors alike, with seamless access to serene beaches, cultural attractions and vibrant nightlife. We differentiate ourselves by offering a wide range of activities tailored to various guest demographics, ensuring an immersive, all-encompassing resort experience.

TDM: How do you lead your teams during times of crisis, and what lessons have you learned from past experiences?

DM: The most important thing to remember at any time of crisis or upheaval is to provide clear and regular communication with customers, associates and partners. As a major employer, we need to understand the needs of our team members and work together to ensure that all decisions we make have a positive long-term impact. This could include elements such as flexible working hours, working from home (where possible), job sharing, multitasking and other elements that require us to think outside the box.