Hyatt Regency Kuala Lumpur’s Till Martin On What Sets This New Hotel Apart
The general manager also reveals his favourites, lessons, and memories after spending 29 years in the business.
Few can predict where they will end up in life. For Till Martin, General Manager of Hyatt Regency Kuala Lumpur at KL Midtown, his ambitions took an unexpected detour, but it was one that ultimately set him on a journey across the world. The German-born hotelier has built a long-standing career with Hyatt, charting global positions across Florida, Chicago, Dubai, Seoul, and, most recently, eight astounding years at Hyatt Regency Beijing Wangjing. Now, Martin embarks on a new chapter in life, where he leads the anticipated opening of the new Hyatt Regency in Kuala Lumpur.
This 32-storey property is situated between Kuala Lumpur city centre and Petaling Jaya, providing guests access to the best of both districts. The hotel houses 306 rooms and suites, along with 104 serviced residences, all designed by renowned Japanese architect Kengo Kuma. Natural elements, such as wood, stone, and paper, play a major role in the hotel’s design to provide a calming and Zen-like atmosphere.
Hyatt Regency Kuala Lumpur offers a variety of dining options to savour. Southeast Asian cuisine is available at the Midtown Brasserie, while English afternoon tea is served at the Midtown Lounge. Experience the rich heritage of Chinese cuisine at China House, and indulge in Japanese cuisine at the trendy Enso Izakaya and Bar. The hotel is also equipped with an infinity pool, a 24-hour fitness centre, and an exclusive Regency Club. Separately, the serviced residences also feature a pool on the highest floor of the property and a Kidz Club for younger guests to enjoy.
How did you begin in the hospitality industry?
I never planned to be in the hotel industry. I majored in sports and German literature. I wanted to become a sports commentator. It was my dream. After school hours, I used to work in the restaurant with my brother—dishwashing, beer drafting, busboy jobs. It was good, but I never wanted this to be my job. It was too much work, not enough pay, and you always have to work when others are off.
After finishing my 13 years of school, I thought I needed a break—I couldn’t go straight to university. So, I started an apprenticeship working at my brother’s restaurant. During these three years, I found my passion—and probably my destiny. I realised it’s a people business. I love being around people and being there for them. You’ll never find any other job in the world where you’ll meet as many personalities, nationalities, ethnicities, and so forth. Every day is different.
There was also no better way to have lobsters and champagne when you’re 19 to 21. I thought it was a cool job, and you can travel too.
What has been your most valuable lesson in all your years as a hotelier?
To listen. At Hyatt, we strongly believe in caring for people so they can be their best. Those two main words—people and care—are the reason why I’ve worked so long in this business. You can only care for people if you listen. Assumption is always the mother of all screw-ups. If you go to a restaurant where people serve you perfection but without care, you won’t come back because you didn’t feel cared for. In another case, maybe the cocktail was just alright, but the waiter knew exactly what you wanted and how you wanted it—this is not just service; this is care.
What’s your fondest memory of Hyatt Hotels?
It will probably be the opening of the Hyatt Regency Kuala Lumpur at KL Midtown. (Scheduled for 26 August 2025.)
Are there any best practices you will be bringing from Hyatt Regency Beijing Wangjing to Hyatt Regency Kuala Lumpur?
Doesn’t matter if it’s in Beijing, Dubai, Seoul, or here in Kuala Lumpur—we must take care of our own people first. We need to support our associates in order for them to do their best at their tasks. The more you care for your people, the more they will care for your customers.
Your favourite element of Hyatt Regency Kuala Lumpur?
The people. Every five-star hotel has a pool, a mini bar, great rooms, restaurants, and a gym. The only difference you can make is your people. They’re the reason guests will want to come back.
As a guest, what is your biggest hotel pet peeve and why?
Unfriendly service. Mistakes can happen; they should happen because people learn from mistakes. But when people are unfriendly in the lobby, at the check-in counter, or at the airport—if that’s the first connection and you’re already met with unfriendly, rude behaviour, the rest of the stay is already ruined.
You’ve travelled to many places while working in the industry. Which has been your favourite?
My family and I have an all-time favourite hotel. We went there only once, for two nights. It was Andaz Maui. Maui, Hawaii was an unbelievable, dream location for us. But it wasn’t just location; it was the people, the food and beverage concept—it was just the perfect combination. I’ve also been to places in Malaysia, like Pulau Tenggol. I’ve driven there three times because I enjoy diving here in Malaysia. I love that too. It’s pure, paradise beach life.
What job would you have if you weren’t running hotels?
Sports commentator. I’m still very passionate about sports. I play sports myself—every kind. Both my daughters also study sports. I didn’t force them; they chose it themselves.
What is always in your hand luggage?
My iPhone and my Bose earphones.
If you could learn a new skill, what would it be?
My wife always says I need to learn how to barbecue better. She’s a chef.
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