By Vincent D’Silva

ISKANDAR PUTERI: In the ever-changing skyline of Iskandar Puteri, where new developments rise beside family attractions, education hubs and gateways to Singapore, a hotel is seeking to offer something refreshingly simple — a good night’s sleep, genuine warmth and a sense of connection to the place beyond its doors.

At the centre of that ambition is Vikneswary Mahalingam, who assumed the position of general manager of OZO Medini Malaysia on Aug 3, bringing with her nearly two decades of hospitality experience and a leadership philosophy rooted as much in people as it is in performance.

For Vikneswary, walking into OZO Medini for the first time as its general manager was not simply about taking charge of another property. It was about seeing possibility.

“My immediate impression was one of boundless energy and incredible potential,” she said.

“OZO Medini has a fresh, youthful and vibrant atmosphere that perfectly mirrors the dynamic growth of Iskandar Puteri. Seeing how eager the team was to welcome guests and bring our ‘Sleep. Connect. Explore.’ philosophy to life was truly inspiring.”

That enthusiasm comes from a career spent learning hospitality from the ground up — beginning not in the general manager’s office, but on the commercial front lines.

Her journey started in 2005 at Pulai Springs Resort, where she served as assistant sales manager, handling corporate, government and trade accounts.

She later joined Thistle Hotel Johor Bahru during its pre-opening period, steadily rising to senior sales manager and assistant director of sales. There, she was involved in strengthening banquet and room revenues and helping to manage high-profile royal events that enhanced the hotel’s presence.

In 2017, she joined Ascott at Somerset Medini Iskandar Puteri as assistant director of sales before advancing to director of sales and marketing for the Johor cluster.

The move broadened her experience from sales into multi-property commercial strategy.

By 2020, she had stepped into full operational leadership as resident manager, assuming responsibility for profit and loss as well as Rooms, Food and Beverage, Engineering and Finance.

It was a defining chapter.

Under her leadership, occupancy climbed from 29 per cent to 67 per cent, while the operation achieved five consecutive years of positive owner returns and gross operating profit exceeding 47 per cent.

She also explored alternative revenue streams, including confinement care and active senior living concepts, while contributing to the wider industry as an executive committee member of the Malaysian Association of Hoteliers, Johor Chapter.

Yet behind the statistics is a belief that has remained unchanged throughout her career.

“Hospitality isn’t just about providing a room or a meal,” she said.

“It is about making people feel genuinely cared for, inspired and connected to the places they visit.”

That philosophy now shapes her plans for the 198-room OZO Medini, a modern upper-midscale hotel managed by ONYX Hospitality Group in UMCITY Medini Lakeside.

Located minutes from Legoland Malaysia, EduCity and the Tuas Second Link to Singapore, the hotel offers signature “Snooze” beds, high-speed Wi-Fi, all-day dining at EAT, a rooftop swimming pool, TONE fitness centre and lively social spaces.

Vikneswary believes the hotel’s strength lies in understanding what today’s traveller truly values.

“OZO Medini strips away unnecessary hotel fluff and focuses on what modern travellers really want — a great night’s sleep, smart connectivity, an energising breakfast and seamless local navigation,” she said.

Its positioning, she added, makes it particularly appealing to families, corporate travellers and Singapore-based weekend visitors looking for an uncomplicated stay in Johor.

Her immediate priorities include strengthening service consistency, improving operational efficiency, building brand awareness and expanding commercial channels across leisure and corporate markets.

Just as important, she wants guest feedback to move quickly through the organisation so that problems are acted upon rather than merely recorded.

“Every guest should enjoy a frictionless stay,” she said.

There are also plans to inject more local flavour into the OZO experience through curated exploration guides, poolside pop-up activities at THIRST, expanded grab-and-go selections at EAT and wellness or fitness collaborations involving the surrounding Iskandar Puteri community.

Inside the hotel, Vikneswary favours an “all-hands-on-deck” culture.

She believes departments cannot operate as separate islands, particularly in a business where a guest’s experience may begin at reception, continue in a restaurant and end with housekeeping or maintenance.

“Regular inter-departmental catch-ups, joint problem-solving sessions and shared KPIs ensure everyone stays focused on our ultimate unified goal — guest delight and operational success,” she said.

Her leadership style, she added, is approachable, empowering and results-driven.

She places strong emphasis on training, not merely in technical procedures and brand standards, but also in empathy, communication, problem-solving and personal leadership.

“Training is the cornerstone of service delivery and staff retention,” she stressed.

And when asked what genuine Malaysian hospitality means to her, the language of business gives way to something more personal.

“It comes from the heart,” she said.

“It is defined by warmth, inclusivity, intuitive care and a sincere desire to make every visitor feel at home. It is about sharing our rich cultural blend with a welcoming smile that transcends language.”

Beyond guests, Vikneswary wants OZO Medini to become a meaningful part of the community through local employment, talent development, sustainability initiatives and partnerships with businesses, tourism operators and community organisations.

Over the coming years, her vision is to establish OZO Medini as a preferred address for the modern, active traveller while becoming a benchmark within ONYX Hospitality Group for operational efficiency, community engagement and environmental responsibility.

For a woman whose career has taken her from sales desks to boardrooms, from pre-opening hotels to operational turnarounds, this appointment represents both a culmination and another beginning.

“To our guests, partners and community, OZO Medini is open and ready to welcome you with good vibes, smart comfort and effortless service,” she said.

“Whether you’re here for family fun, work or a quick getaway, we are here to help you sleep well, stay connected and explore the best of Johor.”

And perhaps that is the essence of the hotel she now leads — modern in design and technology, but still anchored in hospitality’s oldest and most enduring promise: that however far a traveller may have journeyed, someone will be there to make them feel welcome.

Vikneswary Mahalingam (second from left) sharing a hands-on moment with her team, reflecting her belief that warm hospitality begins with teamwork, attention to detail and a personal touch.