My Interview With The Outlet Manager Of Flair, Shanghai’s Highest Rooftop Bar

Flair’s Outlet Manger

A few weeks ago I visited Flair, Ritz-Carlton Shanghai Pudong’s famous rooftop bar. It’s a super popular food and drink spot—I was lucky to snag a seat. And it wasn’t even peak hour… or at least I didn’t think it was. As I soaked up the vibrant energy of the bar, I met Erzal Stiawan, Flair’s Outlet Manager. I asked if he’d be open to doing an interview at a less busy time, and he agreed. What follows is our conversation.

1. What do you do at the Ritz-Carlton Shanghai Pudong?

I’m the Outlet Manager at Flair Rooftop Restaurant & Bar, one of iconic rooftop bars in Shanghai, where we create unforgettable experiences through exceptional food, world-class cocktails, and the legendary Ritz-Carlton service.

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

I’ve been on board for three months, and I’m really excited about it. I am very proud of working at the Ritz Carlton. Many of the world’s most inspiring hospitality leaders have worn the Lion & Crown, and I knew this would be the place to grow into the best version of myself. The first time I heard “We are Ladies and Gentlemen serving Ladies and Gentlemen,” I knew this is home.

3. How would you describe your leadership style?

I believe in leading with heart and purpose, supporting my team, building trust, and inspiring through action. I strive to be the kind of leader I once needed when I was starting out.

4. When is the best time to add new items to a menu?

When the guests are craving something fresh and the team is ready to surprise and delight, that is the best time. I believe menu changes should align with menu engineering, guest feedback, and current trends.

5. If you want to improve customer satisfaction by offering more healthy options, what healthy food items do you recommend?

We already offer a diverse selection of healthy, vegetarian dishes, and our chefs can customize menus based on dietary needs. My personal favourite? Butter Lettuce Salad. Light, tasty, and full of flavour. Healthy doesn’t have to be boring, right?

6. How do you ensure the quality and consistency of food and beverages served at your establishment?

Two things: Training and Tasting Panel. Every day, we host tasting panels to ensure every dish every drink meets our standards. It’s the most delicious meeting of the day. No one ever skips it!

7. What are some of the challenges or trends that you see in the food and beverage industry?

F&B scene worldwide moves very fast, trends change every year. This is even more so with the advent of social media. Guests today are more curious, well informed. They look for experiences that are worthy and meaningful.

Our challenge is to stay relevant without losing identity. That’s why I believe in balancing creativity with consistency, by bringing in new ideas while still honouring the quality and service that define luxury.

At the end of the day, people come may be because of the trend, but they return really because of the feeling and experience.

8. Could you provide an example of a time when you had to deal with a difficult customer?

Every challenge is an opportunity. I once had a guest who wasn’t happy with their table location. I listened carefully, offered them a personal tour of available options, and ended up relocating them to a spot they loved. By the end of the night, we were laughing over dessert. It’s all about turning moments into memories.

9. How do you motivate your team to consistently deliver exceptional service?

For me, it starts with building trust and purpose. I always remind my team that they’re not just doing a job but they’re creating special moments for every guest who walks through our doors.

I try to lead with positivity and support, making sure they feel appreciated and heard. A small “thank you” or celebrating little wins can go a long way.

When people feel they matter, they naturally go above and beyond. At the end of the day, great service comes from the heart. And my job is to keep that heart beating strong in the team.

10. What do you think is the most important factor in creating a great dining experience?

It’s all about emotional engagement. We go beyond food and drink; we focus on how we make our guests feel. A great dining experience is built on thoughtful details, personalized service, and creating moments that guests will remember long after the last course.

11. What are your interests outside of work?

You’ll find me exploring new food spots around the city and I’m always on the hunt for flavour and inspiration. And to balance all that tasting, I make time for exercise. Whether it’s a good gym session or a jog with music, it keeps me energized and focused.

Great food, a strong mind, and a healthy body—that’s my kind of balance!

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

Hospitality is not just a job, it’s a passion. Yes, the hours can be long, and yes, it can be tiring. But every day is a chance to make someone’s moment unforgettable, and that’s a rare gift.

To the young talents: Don’t be afraid of hard work because it builds resilience, character, and opens doors to amazing opportunities. And remember, we’re living in the most connected time in history. You can learn from the world’s best, anytime, anywhere. Use that to your advantage. Be curious, stay humble, and never stop growing.

At the end of the day, success in hospitality isn’t just about skill—it’s about heart. And that’s something you carry with you, no matter where you go.

13. Anything else that you might want to add?

In hospitality, we don’t just serve food or drinks but we serve emotion, memory, and meaning. My goal every day is simple: to make someone smile, feel special, or walk away with a story they’ll tell for years. Because at The Ritz-Carlton, we don’t just deliver service, we craft unforgettable experiences that stay with our valued guests long after they leave.