"Other than popular scenic spots in Shanghai, I would recommend our guests to visit nearby cities like Suzhou, Hangzhou and Nanjing."
Roy was appointed General Manager of InterContinental Shanghai Pudong in November last year. The esteemed hotel is IHG Hotels & Resorts’ first luxury brand in Greater China. Prior to this, Roy was the Resident Manager at the InterContinental Chengdu Global Center, subsequently promoted to General Manager, Indigo Dali Erhai and InterContinental Residences Chengdu City Center.
1. Tell us about your journey, how did it all start?
I started at the Hyatt Singapore (now Grand Hyatt Singapore) as Room Service Waiter. Gradually I worked my way up to become Director of Food & Beverage. Thereafter I serviced a number of luxury brand hotel chains spanning across Singapore, Malaysia, Thailand and China. My career took a dramatic turn in 2013 when I joined IHG. Subsequently, under the mentorship of my leaders and my own hard work, I am where I am today.
2. What made you decide to pursue a career in the hospitality industry?
It was by coincidence actually. At the time I was representing Singapore National Youth League in the country’s tournaments. Hyatt Singapore where I worked seconded me to play in the Inter-hotel games. After the matches I realized that my interest was in fact in hospitality. 6 months passed I was awarded the ‘Most Productive Employee’ in my department; and then the ‘Taking the Extra Step’ award in F&B Department.
3. How would you define the purpose of a hotel ?
For hoteliers to anticipate guest needs “by empathizing and engaging at every touch point”
4. What memorable experience have you had in your career?
Usually, it’s the hotel to organize birthday parties for guests and give them surprises. However, one time it was this early morning at 8 a group of 10 hotel guests from the United Airlines Crew arranged a birthday bash for me by the hotel pool!
5.What motivates you about working in hospitality?
Engaging with people of all levels and different nationalities, and providing True Hospitality Services.
6. Why do you want to be a manager for this hotel chain?
IHG has great visions in the years ahead and has a clear performance matrix to guide us to perform.
7. What have and what will you try to accomplish in this hotel?
I came on board this hotel in November last year. First of all I’ll put effort to let my management team and I understand each other fast and well. The goal is to position the hotel in line with all elite luxury hotels in Shanghai and China.
8. What attractions would you recommend to hotel guests?
Other than popular scenic spots in Shanghai, I would recommend our guests to visit nearby cities like Suzhou, Hangzhou and Nanjing.
9. What is the USP (Unique Selling Proposition) of the hotel?
Our prime location and being the first IHG luxury brand in Greater China.
10. Could you tell us about some new initiatives that the hotel has recently unveiled?
We introduce The 4 Pillars in our Management Strategy this year: Guest Stay Experience, Employee Experience, VIP Reception Experience, and Hotel Safety.
11. What incentives do you offer to travel agents and tour operators?
We offer cash incentives and barter agreement.
12. In your opinion, what factors contribute to excellent customer service?
The Correct Attitude.
13. What is your leadership style?
Strict at work but compassionate by nature. I like to macro manage though sometimes I need micro.
14. What are your greatest strengths?
Creativity, Customer Services and Complaint Handling.
15. In your opinion, what is the most challenging aspect of a hotel manager’s job?
Managing People.
16. Tell us about a time when you demonstrated your leadership.
Fighting Covid.
17. Can you tell me about a time you worked collaboratively with staff members to improve hotel services?
Group brainstorming to come up with strategies to improve hotel scores on social review rating.
18. How would you motivate the staff of this hotel to try their very best each day in work?
Sharing motivational quotes and always staying positive with all my associates.
19. Please walk us through your typical day at work.
Every morning I go to my office at 7:30 to check emails, events; followed by walking round Breakfast Dining Room, Club Lounge, Meeting Rooms, and facilities inside and outside the hotel, greeting associates along the way. Department Head briefing follows and lasts 30 minutes. After, I would attend meetings or hotel activities or guest entertainments; and again walk around the hotel; and attend work in my office.
20. Can you read financial statement?
Yes
21. Have you handled a budget before?
Yes
22. Talk about a successful work project. What was your goal? What was the result?
We achieved creating a ‘Family-Friend’ living atmosphere during my management at the InterContinental Residence Chengdu City Center. We target long-staying guests. The goal was to advance the property to be reckoned as the Best Residence in Chengdu. In the end we secured over 100 units high-end residents. Many of them would eventually become friends.
23. Describe someone you coached or mentored. What were they doing initially and what are they doing now?
I had a young assistant, fresh out of school and we worked together for a year in F&B. Today he is a hotel General Manager himself. I am very happy for him.
24. What are some of the new trends the hotel is witnessing?
I am seeing more chic hotels attracting young people to visit, stay, and take pictures and post on WeChat.
25. How will you react to a negative review or complaint from a guest while staying at the hotel?
Senior manager or if necessary, GM will meet the guest to understand what is being complained about then provide recovery service immediately. We will share the complaint to the management team to avoid repeat mistakes.
26. How would you deal with a difficult customer?
Listen attentively to them. Talk to them like a friend. Very soon really we will be friends.
27. How do you stay current with industry trends?
Understand the market and follow the trends.
28. Have you or your hotel received any industry accolades and awards?
I was awarded the Corporate Social Responsibility (CSR) Hotelier Awards Greater China 2021.
29. What do you see yourself in 5 years？
Owning an Italian Restaurant.
30. What are your interests outside of work?
Socializing, Traveling, Watching English Premier League and Practicing Yoga.
31. What advice would you give to youngsters joining the field?
Work Honestly, Be Committed and Be Passionate.
