My Interview with Le Meridien Hong Kong GM

1. What do you do at Le Meridien Hong Kong, Cyberport?

I am the General Manager of the hotel.

2.Tell us about your journey, how did it all start?

My last internship was at the Renaissance Paris Hotel La Defense, with the Front Office, Housekeeping and Finance departments. One year later I came back to work as a Night Auditor (= receptionist at night). After few months, the hotel’s Director of Revenue Management offered me a role as his Assistant. From then on I embarked into a fantastic 15-year journey into this up-and-coming discipline that was Revenue Strategy. He was one of my first mentors and transmitted me his passion for the job and a bit of his flair and creativity, which helped me grow and develop steadily from Revenue Manager at one hotel in Paris to Sr. Area Director of Revenue Strategy, overseeing 110+ hotels within Hong Kong, Macau and Mainland China.

3. What made you decide to pursue a career in the hospitality industry?

I became passionate about travel and food since my young age. I was lucky to live in South Korea and Thailand, my parents were expatriates, and we visited many countries and stayed in all kind of hotels, which shaped my travel culture and curiosity for various cuisines. My grandmother was an amazing home-cook, able to prepare magnificent meals for 20+ people for family gatherings. I used to help her, spending hours in the kitchen as her little commis. From my mother I also learnt the art of hosting and welcoming guests. While I had very decent grades at school, I felt a little bored and wanted to “do something more concrete, useful and enjoyable”; With the support from my parents, I decided to join a hotel & restaurant high-school at 15 years old, which has been instrumental in my future development.

4. Can you tell me about your first job in the hospitality industry?

The first job was a 4-month internship in a one Michelin star French restaurant, as a runner and waiter when I was 15 years old. After few weeks I got “promoted” to be in charge of the cheese service. That was a huge trolley with around 30 different kinds of cheese, various condiments, bread and jams, which I was so proud to introduce to the guests one by one before serving them. That was the highlight of my days!

5. How would you define the purpose of a hotel?

At Marriott, our company purpose is to “connect people through the power of travel”.

At its core, a hotel exists to offer guests a home away from home, providing them with comfortable and well-appointed accommodations, a host of amenities, and excellent service. By creating a warm and inviting atmosphere, anticipating and surpassing guest expectations, and facilitating memorable experiences, hotels strive to ensure that every visitor enjoys a truly exceptional stay. However, it goes beyond this, as the hotel (and its restaurants, public areas, all the facilities) is often a link or a pillar of the community, where people meet, eat and drink – and sleep. I find this so true here at Cyberport, as there is no other hotel immediately around in the district, and we really serve as a connector or hub between people, residents and travelers alike.

6. What education have you received in hotel management and hospitality?

After the hotel and restaurant high-school in Chamalieres, France, I pursued a Degree in Hotel Management, Operations & Marketing at France’s oldest (founded in 1912) and most famous public school, l’École Hôtelière Savoie Léman in Thonon-les-Bains.

7. Why do you want to be a manager for this hotel chain?

In September (2023), I celebrated my 20-year work anniversary with Marriott. Our company culture (how we take care of the associates) and all the amazing people that I’ve met and worked alongside with have inspired me to become myself as a leader, and to keep growing, with always more opportunities ahead. I am still excited and very optimistic about the future!

8. What have and what will you try to accomplish in this hotel?

My main accomplishment at Le Meridien Hong Kong has been to facilitate the transformation and repositioning into a chic and innovative lifestyle hotel. I am very proud that the hotel team has been recognized and awarded with how we now integrate sustainability into our core, and how we upgraded our offerings, service, cuisine and overall guest experiences in the last few years. Le Meridien is now “on the map” of really great hotels in Hong Kong to stay or dine, but also to work as an employee!

9. What category of guests do you receive? Leisure, business, domestic?

It’s quite diverse with pretty much 50/50 business or leisure (including a lot of “bleisure” stays). The trends around the origin of the travelers keep changing as the overseas arrivals to Hong Kong normalize again, however the current mix is around 40% local.

Our business travelers come for meetings or events organized in Cyberport or Hong Kong Island (thanks to our shuttle bus which connects to Central within 15 minutes), or have conferences, trainings, team-buildings event held at the hotel in our function spaces. We also welcome senior students from neighbouring universities and campuses.

The leisure guests are Hong Kong residents coming for a staycation (our calm and green environment is a welcomed little oasis), with friends, family, and/or pets, and we of course welcome tourists from around the world, looking for a more relaxing yet super connected base to explore Hong Kong. Additionally, some chose our hotel as their home or residence for few months or all-year round, especially since we now have rooms dedicated to long-stays with unique facilities such as fridge, microwave, extra-storage space, etc.

10. What attractions would you recommend to hotel guests?

The hotel is very close to Ocean Park and Water World theme parks, as well as Aberdeen Fishing village, Repulse Bay beach, Lamma Island and Kennedy Town. On top of that, in Cyberport Arcade shopping mall, we have partnered with ER-Esports, an indoor arena that offers diversified activities such as simulation racing, virtual reality (VR) experiences, virtual reality escape game rooms, or traditional arcade games. To all our guests we provide free tokens during their stay to discover this attraction.

We often recommend our guests to explore by foot the Sai Ying Pun street-art, check out the antique shops on Hollywood road and visit Man Mo temple, or hike to Victoria Peak from the hotel!

With our hourly complimentary shuttle bus, tourists can very easily get to Central Pier and hop on the Star Ferry, crossing to Tsim Sha Tsui district

We have created a map of attractions and curated some itineraries for our guests based on their profile or stay purpose: https://linktr.ee/destinationunlocked

11. What is the USP (Unique Selling Proposition) of the hotel? How has the hotel positioned itself in this competitive market?

Our official positioning statement is: A chic and innovative 5-star seaside destination, reimagined for cultured and creative-minded travellers who seek for sustainable ways of savouring life in style.

Our USP have few pillars:

• Location: we are a mere 15 minutes away from Central, yet the hotel is secluded in a peaceful area, with lots of open-space, greeneries and fantastic sea views. The environment and hotel design+facilities give an urban resort vibe, more relaxing that traditional HK hotels.

• People/Service: very friendly, attentive and genuine service. With our relatively small size (170 rooms) compared with the rest of the market, we can personalize the experiences and recognize our guests better.

• Pet friendly: welcoming cats and dogs with no restriction of size/weight. Two of our restaurants have al-fresco dining with pet-menus, and there are a lot of calm areas to walk pets outside, including the Podium garden just outside the hotel and Cyberport waterfront Park, 2-3 mins away by foot.

• Sustainability: few examples (see below), including first hotel in Hong Kong to have installed the Waterlogic slim water tap which is the most highly certified UVC water purifier in the world, replacing plastic bottles. First hotel also to have a smart farm-to-table hydroponics ‘green wall’ which provides fresh herbs and aromatics to the restaurants and bar daily.

• Art: Art and cultural references to Hong Kong throughout the hotel mirror the importance of local culture while also encompassing Paris-born Le Méridien’s elegant French style to capture guests’ imagination – and Instagram following! That includes giant Arrival Art LED screens in the lobby, as well as temporary exhibitions from locally based artists rotating all year long.

12. What are the sustainable practices that the hotel follows?

• Waterlogic slim water tap installed in all guestrooms replacing around 200,000 single-used plastic water bottle annually. It is the most highly certified UVC water purifier in the world.
• In-room glasses and jars are made from recycled glass. Coffee capsules are recycled too.
• Residential Bathroom Amenities replacing mini sized toiletry bottles in guestroom showers with larger, pump-topped bottles.
• Plastic bathroom toiletries (toothbrush, comb, shaver, etc.) are being replaced with bamboo or other environmentally friendly materials
• Smart room with sensors that control lighting, curtains, air-conditioning to provide energy saving when the room is empty. LED lighting in all guestrooms (ceiling, tableside lights, bathroom, etc.) for energy saving.
• A smart farm-to-table hydroponics ‘green wall’ in the Level 4 lobby grows micro-greens and herbs for the restaurants and bar. Chefs directly pick edible herbs and flowers and incorporate them in their dishes for fresh meals and drinks experience.
• WWF accreditation for 100% sustainable seafood in the Southside Bistro and 100% usage of cage-free eggs as well as substantial plant-based menu options in the restaurants
• Zero food waste initiatives include partnering with O-Park, Hong Kong’s first organic resources recovery centre that turns food waste into biogas and compost. Complemented with daily food donations to local charities.
• Soap recycling, swimming pool water re-use, and donation of oyster shells to The Nature Conservancy based in Lantau to rebuild oyster reefs in the area
• Tesla transfer: guest individual transfers can be arranged with a fleet of electric vehicles
• Offer Wellness theme coffee/tea break presents healthy snacks and drinks. Bringing innovation to the table is growing micro-greens and herbs indoors in its smart-farm, to then directly use them in our dishes, ensuring freshness of ingredients and providing an innovative farm-to-table experience to our guests.
• Partner with team building company to offer sustainability program for MICE group
• At our hotel, we pilot an initiative called Your Stay Your Choice. We offer Marriott Bonvoy Points to guests who opt-out from Housekeeping services and linen/towel replacement during their stay.

13. What is your leadership style?

My objective is to inspire and guide my team towards our vision, sharing my passion for excellence and performance. I value open and direct communication, creativity, and the well-being of both our staff and guests. I trust and empower my direct reports, giving them the autonomy to be themselves, while supporting their growth. Often, it’s simply about being present and visible, ready to help and available to listen!

14. Tell us about a time when you demonstrated your leadership.

Navigating thru the social unrests of 2019, immediately followed by the pandemic; handling the first Covid-19 positive case at the hotel,
before transitioning into an official quarantine hotel. Shutting down for 18 months for renovations, leading those renovations and all the
related challenges (people management, project management, etc.), and
re-opening the property in a lukewarm business environment are amongst the most challenging situations I endured that required strong
leadership and stakeholder management.  It was “fun” and I learned so much along the way!

15. Have you in the last 12 months read something or taken a class about hospitality?

I followed a class and received a Certificate in ESG Sepcialisation for Hotel Industry delivered by Matters Academy

16. What are some of the new trends the hotel is witnessing

Technology integration: Hotels are adopting new technologies to enhance the guest experience. This includes features like mobile check-in and check-out, keyless entry systems, smart room controls, and virtual concierge services.

Sustainability: There is a growing emphasis on sustainability in the hotel industry. Many hotels are implementing eco-friendly practices such as energy-efficient lighting, water conservation measures, waste reduction, and using locally sourced and organic products.

Wellness and well-being: Hotels are incorporating wellness offerings to cater to health-conscious travelers. This includes amenities like in-room fitness equipment, yoga studios, more healthy dining options, and in-room features like air purification systems

Social spaces: Hotels are creating more inviting and versatile social spaces to foster connections among guests. This includes communal areas, co-working spaces and interactive lobby areas.

Authentic local experiences: Travelers are increasingly seeking authentic experiences that allow them to immerse themselves in the local culture. Hotels are partnering with local businesses and offering curated experiences, such as food tours, cultural activities, and neighborhood exploration.

Contactless services: The COVID-19 pandemic has accelerated the adoption of contactless services in hotels. This includes contactless check-in and check-out, digital menus, mobile payments, and room service delivered through contactless methods.

17. Have you or your hotel received any industry accolades and awards?

• Best staycation hotel 2023 by Sassy Hong Kong Reader Awards
• Marriott International 2022 Greater China Sustainability Awards as Most Innovative Sustainable Hotel
• Recipient of the “Sustainable Business Award 2023″ organized by the World Green Organisation
• IAQ Award (Excellent Class) about Air quality in the hotel
• WSP award about Water quality in the hotel (Blue Level)

18. What are your interests outside of work?

In my 30s I developed a passion for ultra-trail running, competing in races of up to 120 km; With the pandemic (which halted all competition for 3 years), I shifted to a new passion which is golf. Still a lot of time spent outdoors but a little less extreme! Yet, the need for regular practice, mental strength, strategy and having fun remain!

Besides that I enjoy tasting and discovering wines, organizing private events, and…like everyone who lives in Hong Kong or work in hospitality, traveling!

 19. What advice would you give to youngsters joining the field?

Our industry is very diverse and can offer various career paths for everyone. Take the time to experiment as much as possible early on; all those experiences will contribute to build you stronger, allowing you to grow much faster in the second stage, when you know what you want and get more mature.

Be enthusiastic, curious, proactive, and take initiatives. Do not [always] wait to be told what to do, instead, ask for more and do not hesitate to share your ideas, give your opinion! Later in your career, develop yourself by changing positions, hotels, disciplines, cities or countries if possible; Take some risks with the moves! A company like Marriott can help you achieve that, and will reward you for your loyalty! And, most importantly, have fun along the way!