"To work in this industry and be successful is all about caring for those people whom you come into contact with and serving their needs whatever that may be. "
Alex Willats is General Manager of the Grand Hyatt Shanghai, responsible for the hotel’s day-to-day operations and management. The British luxury hotel veteran has more than 30 years of experience in hotel operations, having held senior management positions in a host of reputable hospitality companies worldwide, such as The Ritz, The Claridge’s Hotel and The Shard in London, Shangri-La Hotel Doha and Dusit Thani Bangkok.
1. Tell us about your journey, how did it all start?
I graduated from The National Centre of Hotel Management, Hospitality School in London, England in 1995. Then I joined IHG on their fast track Management Development program at the luxury Churchill Hotel in Portman Square, London.
2. What made you decide to pursue a career in the hospitality industry?
I grew up overseas as my parents lived in Nigeria, Qatar and Indonesia. At that time we often visited a lot of hotels. I naturally gravitated toward the style and atmosphere that they created – bringing people together which was something that resonated with me. When I was 16 years old I undertook several work experience placements in London during my summer holidays to see if it was an industry and potential career I wanted to pursue.
3. Can you tell me about your first job in the hospitality industry?
My very first hospitality job was working in a traditional pub in London. However, my first job in a hotel was actually working in the kitchens of a large hotel restaurant as a trainee Chef where I was responsible for all the cooked meats. It was long hours and you had to learn quickly as I was not a classically trained Chef but I enjoyed every minute I was there and learnt much from my peers and senior Chefs.
4. How would you define the purpose of a hotel?
Originally Inns or Taverns were places to lodging (somewhere to sleep) and perhaps a meal for travelers. Over the years they have developed and now offer so much more from variety of restaurants to leisure facilities and meeting and events spaces. However, essentially it remains a place for people to sleep, meet and come together.
5. What experience have you had in hotel industry?
I have been fortunate to have worked in some world class hotels around the world. From graduating until 2008 I worked in the UK developing my career and then decided to try working overseas for new cultural and working experiences. I have now spent almost 16 years abroad and in nine countries
6. What education have you received in hotel management and hospitality?
I studied and received a BA (hons) in Hotel Management. After University I received a scholarship to Cranfield School of Management in the UK where I graduated from their leadership development program. Whilst working with several companies, I have also undertaken courses at Cornell School of Management for specific courses in finance, revenue management, leadership as well as Crisis management.
7. What motivates you about working in hospitality?
First and foremost it is always about the people, the people that I work with and the guests I meet during the course of my role. To work in this industry and be successful is all about caring for those people whom you come into contact with and serving their needs whatever that may be. This for me is the foundation of the hospitality industry. It is this that gets me up each day and I look forward to as you never know who you might meet.
8. Why do you want to be a manager for this hotel chain?
Hyatt is a globally established brand whose founding pillar is ‘caring for our staff so they can be their best each day’. The variety and quality of their hotels in locations around the world I believe makes it a dynamic and exciting group with wonderful opportunities for anyone looking to start or develop their career within the hospitality industry.
9. What will you try to accomplish in this hotel?
The Grand Hyatt Shanghai is a legacy hotel for the city, it has history and was a forerunner for those that have come after it. Next year the hotel turns 25 years old and this milestone I see as a marvelous opportunity to re-establish the hotel as a leading light in the city for Hyatt and our owners, Jinmao who have built such a magnificent building. I guess you could say it’s our goal to make the Grand Hyatt great again.
10. What attractions would you recommend to hotel guests?
Shanghai is a vibrant international destination with a number of landmark buildings. I would recommend in 24 hours starting with Dim Sum breakfast and the traditional Shanghainese buns Sheng Jian Bao; of course a visit to The Famous Pearl Tower and a walk along the Bund; a trip on the shuttle ferry across the Huangpu river watching the active shipping lanes as it still operates as a major source of trade; a visit to the fabric markets and a walk through the French Quarter before making your way back for the evening to watch the lights ignite on Pudong and the wonderful lightshow; top off the day with a drink at Cloud 9 on top of The Grand Hyatt looking back down across the wonder that is Shanghai.
11. What is the USP (Unique Selling Proposition) of the hotel? How has the hotel positioned itself in this competitive market?
The Grand Hyatt Shanghai was a world leader in its time both in terms of design and prominence. It remains a LEED (Leadership in Energy and Environmental Design) certified building and its unique Pagoda style of design makes it a beacon on the Pudong side of Shanghai. It was a Guinness World record holder as the tallest hotel in 1999 and whilst it has other skyscrapers either side it remains the original and first of its kind in the city.
12. Could you tell us about some new initiatives that the hotel has recently unveiled?
We are excited to be launching “Impression restaurant” our latest dining, event concept that is designed around the world of art, fashion, music and design. Our culinary team will be cleverly curating menus where each dish encapsulates the five senses and is reflective of the theme which will change on a quarterly basis. We see this creative space as a venue in which to do things differently. And we want to offer an immersive experience garnering the comments and suggestions of diners to help us shape our menus for the future, and that they have a way in which our restaurant will be shaped. It’s exciting for us as it is something totally different and will be an organic changing concept.
In the New Year we will also be launching Theatre in the Clouds which will be for guests to come, relax and enjoy our luxurious suites whilst taking in a bespoke theatrical performance. This is a way in which we can engage with and also attract alternative visitors to the hotel. We are looking at a first performance ahead of Chinese New Year and spaces will be limited.
13. Describe someone you coached or mentored. What were they doing initially and what are they doing now?
Many colleagues who have worked with me over the years have since gone onto larger roles within the industry. Of all I remember working in Qatar with my then director of F&B at the time. Through our working relationship he became my Executive Assistant Manager and after leaving the hotel went on to become a Hotel Manager of one of the leading hotels in the world, The Four Seasons Ciragan Palace in Istanbul. I have no doubt he will be a General Manager leading his own hotel and team in due course and it makes me feel immensely proud that I may have played a small part in helping shape these careers along the way.
14. Have you or your hotel received any industry accolades and awards?
I have been fortunate over the years and in multiple locations to have seen those hotels I was in charge of receive industry recognition for service; restaurant excellence through Michelin and other leading organizations; as well as awards for sustainability and environmental awareness efforts.
From a personal standpoint I was fortunate to be a recipient of GM of the Year from the China Hotel Awards in 2022 which, I was humbled by as for me it was recognition of my team’s efforts to create a great environment for our guests and visitors who experienced the hotel during the year.
15. What do you see yourself in 5 years？
I would very much like to develop my role within the Hyatt group where I can offer assistance and guidance to other General Managers and leadership teams within the organization. I enjoy working in Asia and feel that China and Asia offer so many learning opportunities with the variety and cultural influences that I feel can teach our industry so much. The Thai’s have a saying that is ‘Sai Jai’ meaning to care for another. To have the chance to further explore this in the coming years is something that engages me.
16. What are your interests outside of work?
I have always enjoyed sports both team and individual, for me I enjoy tennis during the summer months and snowboarding in the winter. As a father of two boys I love to spend time with them and my wife and truly value time spent with them.
17. What advice would you give to youngsters joining the field?
I would urge youngsters and graduates to be inquisitive and try this industry, it has so much to offer and so many roles for people to experience.
Be bold and never give up, it like all jobs can be tough but the people you work with along the way become lifelong friends and the guests you meet are often so varied and interesting it gives you the life experience and wonderful opportunities that many other industries cannot provide.
