Englishman Carl Duggan has been with Fairmont Beijing since December 2023. Carl first ventured into Hong Kong’s hospitality scene in 1991, progressed through F&B management in different hotels later in mainland China and Singapore, and in 2014 advanced to his inaugural General Manager role at Centara Hotels and Resorts in Pattaya, Thailand. I stopped by Fairmont Beijing during a business trip last month in the city and did an interview with Carl. I am thankful for his time.
- What do you do at Fairmont Beijing?
I have the privilege of being the General Manager of Fairmont Beijing.
- Tell us about your journey, how did it all start?
I grew up in England and always had a passion for food and hospitality, working in the kitchens of a local hotel from an early age.
- Can you tell me about your first job in the hospitality industry?
I had a part time job as a steward at a local country hotel, progressing to the kitchen soon after where I began to learn about food preparation and cooking.
- What made you decide to pursue a career in the hospitality industry?
Passion for perfection and providing special memorable experiences for people.
I relocated to Hong Kong in 1991 and worked my way up with International hotel chains throughout Asia taking on senior food and beverage assignments before my first General Manager role in 2013.
Asia provided the opportunity to travel and discover different cultures and cuisines and from then on, I loved the hospitality industry environment.
- How would you define the purpose of a hotel?
A destination to indulge, make special happen and turn moments into special memories through delivering personalized experiences from an empowered team creating opportunities to surprise, connecting the past, present and future.
- What education have you received in hotel management and hospitality?
I graduated from Harrogate College of Arts and Technology with seven related diplomas in hospitality, following which I attended leadership courses regularly and I continue to read and learn on a daily basis.
- What motivates you about working in hospitality?
The dynamic environment with everyday being unique, we have the opportunity to develop teams, meet people from all walks of life and continue to grow and learn as an international citizen.
- Why do you want to be a manager for this hotel?
I am sincerely honored, to have the privilege to continue the journey and custodianship of this iconic legacy brand that has been making unforgettable moments for our guests for more than 100 years.
- What have and what will you try to accomplish in this hotel?
Back to the basics, building a new team, improving guest experience and continuing to develop the next generation of hospitality leaders.
- What category of guests do you receive? Leisure, business, domestic?
We are committed to providing inclusive luxury to leisure, business, domestic and International guests at every touch point in Fairmont Beijing.
- What attractions would you recommend to hotel guests?
Being located in the heart of the CBD we have great access to popular shopping malls, theme parks and the amazing historic sites of Beijing including the Silk Street Market, Temple of Heaven, Forbidden City and Tiananmen Square to name a few.
- What is the USP (Unique Selling Proposition) of the hotel? How has the hotel positioned itself in this competitive market?
Fairmont Beijing is a leading luxury International hotel and one of the luxury brands of Accor Hotels, located in the Central Business District.
Featuring 222 guestrooms with a blend of traditional and contemporary Chinese style, award-winning restaurants, and the Willow Stream Spa, Fairmont Beijing is the destination for discerning guests in Beijing.
- Could you tell us about some new initiatives that the hotel has recently unveiled?
We have numerous new initiatives and continue to create and curate including room packages featuring the use of BMW bicycles, created, developed and launched a unique “BEI”jing Durian Pie with many great offers and promotions for food and beverage that continue to be well received.
- What guest benefits do you offer?
We have our membership program Accor Live Limitless (ALL) which offers great benefits rewarding guest loyalty throughout the world at more than 5,500 properties.
- What are the sustainable practices that the hotel follows?
We are certified as a green hotel from China Green Hotel Association.
Accor places great importance environmental, social, governance and has been pioneering leading the industry for many years covering all aspects of sustainability from sourcing and employment, to waste reduction and local impact.
We are committed to reducing our carbon footprint globally.
(More after the photos..)
16. In your opinion, what factors contribute to excellent customer service?
It’s down to the people who are the heart and soul of our property, forging genuine connections going the extra mile to make special happen, through knowledge, thoughtfulness, creativity and being authentic.
17. What is your leadership style?
Adapting to different circumstances and situations as the saying goes “different strokes for different folks”
18. What are your greatest strengths?
Honest, dynamic and empathetic
19. In your opinion, what is the most challenging aspect of a hotel manager’s job?
With every challenge, there is opportunity, it is part of what forms a hospitality leader and their ability to deal with challenges and continue to grow.
20. Tell us about a time when you demonstrated your leadership.
I am always present and available to stakeholders and lead by example.
21. How would you motivate the staff of this hotel to try their very best each day in work?
Treat people how you want to be treated. Be present and offer support to enable them to thrive.
22. On that note, what advice do you have for other GMs in so far as staff retention, staff training and staff motivation?
Today’s lifestyle choices and priorities make it challenging to recruit stable passionate hospitality people, especially in regards to the new generation. We have developed campus recruitment initiatives and employee development programs to make hospitality more attractive in our efforts to retain the right people.
23. Please walk us through your typical day at work.
In hospitality there is no real ‘typical day’ we have our daily meetings, greetings, training, tasks and special projects to name a few things that keep us busy along with the many unscheduled occurrences that happen on daily basis.
24. Can you read financial statements?
As the business leader, I need to make decisions about managing our business on a daily basis through various resources including daily, monthly and annual financial statements.
25. Have you handled a budget before?
Yes on an annual basis for more than 20 years.
26. Have you in the last 12 months read something or taken a class about hospitality?
I have participated in various online and offline training programs as a leader usually does, one very interesting set of courses on the environment and the school for change including biodiversity, the water cycle and the human impact on the environment which was frightening in many ways and eye opening to the world we live in today.
27. What experience do you have with marketing and promotions?
I have been fortunate enough to have the opportunity to be involved in marketing and promotions for many years, needing to be creative to remain innovative and relevant to getting your products to the right audience at the right time and giving the people what they want.
28. Talk about a successful work project. What was your goal? What was the result?
Having opened 8 hotels and more than 40 F&B outlets over the years, they are always exciting and different projects where you continue to learn.
One property demanded opening half of the room inventory, recreation, 3 F&B outlets, room service and events at the same time followed by an additional 3 outlets and additional event space.
We succeeded as a team, with great guest feedback and made very positive GOP from the first month onwards.
29. Describe someone you coached or mentored. What were they doing initially and what are they doing now?
I have had the opportunity and privilege to mentor many colleagues over the years that have progressed to senior leaders in and out of the hospitality industry, staying in touch with many of them and continuing to maintain and grow the network.
30. What are some of the new trends the hotel is witnessing?
Ever evolving patterns and preferences in travel, influenced by factors including technological advancements, socio-economic shifts, and changing guest behavior. These trends range from the rise of eco-friendly and sustainable travel to the growing popularity of experiential and personalized vacations.
The food delivery phenomenon in China has really changed the hotel F&B scene, where guests expect to deliver the items to their room, clean up their mess and dispose of their waste on a complimentary basis.
31. How will you react to a negative review or complaint from a guest while staying at the hotel?
Meet up with guests and listen empathetically to their feedback, as feedback is really a gift and an opportunity to turn the negative experience into a positive one, learning from the experience and adjusting accordingly.
32. How would you deal with a difficult customer?
What is a difficult customer? Everyone has their point of view and we must remain open to it.
33. How do you stay current with industry trends?
I attend conferences, read industry publications, visit other hotels, restaurants, markets, travel, participate in on line programs, and remain informed about the latest trends through various forms of social media.
34. Have you or your hotel received any industry accolades and awards?
I am proud that Fairmont Beijing has received numerous accolades and awards for our achievements in the hospitality industry over the years and we will strive to continue earning recognition in the years to come.
35. What do you see yourself in 5 years？
Continuing to lead and inspire teams in hospitality sharing my experience and being part of the hospitality evolution.
36. What are your interests outside of work?
I enjoy spending time with my family, travelling, walking, keeping fit, and enjoying fine food and wine.
37. What advice would you give to youngsters joining the field?
Hospitality is for special people, and you must love what you do to succeed. There will be lots of pain, sweat, tears and in some cases blood, as you learn and move up. You will continue to learn, have fun and meet many interesting people with celebrations of success along the way.
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8 Yong An Dong Li, Jian Guo Men Wai Avenue, Chaoyang District, Beijing 100022
