1. What do you do at the Regent Hong Kong?

In my capacity as the Managing Director of Regent Hong Kong, my role comprises leading the hotel’s strategic vision and operational success, with a key emphasis on driving profitability and providing exceptional guest experiences.

My responsibilities include developing and implementing strategic business initiatives centred on market positioning, revenue growth and distinctive brand identity.

Additionally, I am entrusted with overseeing all departments to enhance operational effectiveness, service excellence and seamless operations. Establishing and cultivating meaningful relationships with stakeholders including owners, investors and guests is crucial for cultivating loyalty and exploring new business prospects.

A significant aspect of my role involves talent management, with my focus on attracting, nurturing and retaining top-tier professionals to maintain the highest service standards.

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

After completing my studies at the Hotel School of Paris, I began my career with InterContinental Hotels in Paris, my hometown at that time. Over the years, the company evolved into the IHG Hotels & Resorts we know today through substantial growth and acquisition, establishing itself as one of the prominent players in the global hotel industry.

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

Having been raised in a family deeply involved in the hospitality industry, I started helping out with the management of restaurants from a young age, which ignited my enthusiasm to follow a path in the field of hospitality.

Furthermore, I have vivid memories of visiting some of the world famous “Palace” hotels in Paris, where I was captivated by the beauty and the remarkable guest experiences offered by these extraordinary hotels.

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

My initial position was working as a trainee at the InterContinental Paris, where I gained my first exposure to the international hospitality industry during a time when restaurant service was characterised by strict hierarchy and traditional practices. This valuable experience was crucial for me, as I had the opportunity to collaborate with remarkable individuals.

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

Luxury hotels aspire to provide guests with a level of hospitality that is unparalleled and refined, surpassing expectations in comfort, service, amenities and overall excellence.

Aspiring to deliver unique and memorable stays, luxury hotels uphold a standard of top-tier quality in all their offerings. These establishments cater to discerning guests who seek exclusivity, personalised attention, refined surroundings, as well as exceptional comfort and convenience.

Central to their ethos is the creation of an ambience where guests can relax, indulge and immerse themselves in exceptionally luxurious experiences that are elevated above those offered at more conventional accommodation choices.

6. What experience have you had in the hotel industry?

While   my   professional   background   is   grounded   in   Food   &   Beverage   operations, I have developed into a seasoned luxury hotel professional with experiences spanning Europe, the United States, South America and Asia. This international exposure to diverse cultures has enriched my capacity to adeptly navigate various cultural and business landscapes, fostering agility in my business approach.

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

I hold a Hospitality Management Diploma and a Bachelor of Business studies.

8. What motivates you about working in hospitality?

In the hospitality industry, motivation arises from the dynamic interplay of so many factors – from thriving in a fast-paced environment, engaging with diverse individuals and to creating enduring guest experiences to embracing growth opportunities and pursuing career progression.

Fostering teamwork, developing adept problem-solving skills as well as savouring the diversity of tasks and positive interactions are also fulfilling motivators.,

9. Why did you want to be a manager for this hotel chain?

Becoming a manager at IHG offers opportunities for leadership, career advancement and recognition, personal growth and the opportunity to make an impact.

Managing a team allows one to lead, influence and contribute to the success of the organisation, providing a fulfilling and challenging role with potential for both professional and personal satisfaction.

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

I am dedicated to elevating Regent Hong Kong to the pinnacle of luxury hospitality in the city.

This will be achieved through the enhancement of our exceptional service and amenities, the creation of new partnerships and initiatives and the nurturing of a stellar team of professionals.

My overarching goal is to curate unforgettable experiences for our guests that create cherished memories of their time spent at Regent Hong Kong.

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

At Regent Hong Kong, we welcome a wide range of guests, with a primary emphasis on catering to luxury leisure and high-end business travellers.

Our clientele includes a balanced combination of international jetsetters and sophisticated local patrons seeking a top-tier hospitality experience at our uniquely located property on the edge of Victoria Harbour.

12. What attractions would you recommend to hotel guests?

“Centrally located in the heart of the vibrant Kowloon district of dynamic Hong Kong with cinematic views overlooking Victoria Harbour, we are privileged to be in the heart of the city’s mesmerising allure and excitement.

We are also in close proximity to some of the most outstanding cultural attractions in the West Kowloon Cultural District. I strongly suggest that our guests take the time to discover the renowned M+ museum which presents a top-tier collection of 20^th century contemporary visual art and design. The architecture and design of both M+ and the Hong Kong Palace Museum are extraordinary, while the changing exhibitions consistently offer a captivating and thought-provoking cultural immersion.

Naturally, we are delighted to craft customised itineraries and exclusive recommendations to assist our guests in maximising their time in Hong Kong.”

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

The exceptional value proposition of Regent Hong Kong primarily stems from our steadfast dedication to achieving perfection.

While we belong to a renowned worldwide brand, each of our ultra-luxury hotels boasts a unique character and exceptional focus on meticulousness. Our differentiating factor lies in our talent for anticipating our guests’ needs, with Regent Experience Agents providing seamless service “on your terms”. . Amidst a plethora of deluxe hotel selections in the city, we have distinguished ourselves as the top selection for discerning travellers in search of an extraordinarily elevated experience. We embody the essence of discreet luxury.

14. Could you tell us about some new initiatives that the hotel has recently unveiled?

This year, we are delighted to unveil our newly refurbished Suite Collection that harmoniously combines ultimate comfort and sophisticated design. These suites feature breathtaking panoramic views of the Hong Kong skyline from a multitude of Personal Havens, intimate spaces designed to invite contemplation and conversation.  Our Signature Suites even have expansive private terraces with outdoor whirlpools overlooking Victoria Harbour.

We have also organised a range of exceptional culinary experiences, including partnerships with globally acclaimed guest chefs and mixologists, working alongside our skilled team.

Additionally, in line with our commitment to sustainability, we have introduced an extensive recycling initiative and incorporated cutting-edge energy-efficient technologies throughout the hotel.

15. What incentives do you offer to travel agents and tour operators?

We prioritise the development of robust relationships with travel agents, advisors and tour operators. Through providing familiarisation trips, priority reservations, and tailor-made packages, we empower our partners to deliver an exceptional Regent experience to their clients.

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

Sustainability serves as a core guiding principle shaping our practices at Regent Hong Kong, as we proudly stand in sync with IHG’s progressive path towards the future.

In addition to our recycling initiatives and energy-efficient strategies, we place a strong emphasis on procuring local ingredients and have successfully eliminated single-use plastics throughout our hotel.

Moreover, we actively partner with environmental conservation organisations, participate in community service efforts and provide charitable donations as part of our dedication to upholding sustainable practices.

17. In your opinion, what factors contribute to excellent customer service?

In my view, outstanding customer service relies on three crucial elements: foresight, personalisation and empowerment.

We strive to anticipate and meet our customers’ needs in advance to ensure seamless and effortless service.

We place a strong emphasis on customising each interaction to align with the unique preferences and requirements of each individual.

Furthermore, we empower our team members to promptly handle issues and even exceed customer expectations independently. This holistic approach allows us to deliver the level of service associated with the esteemed Regent brand.

18. What is your leadership style?

My leadership approach revolves around collaboration and empowerment. I strongly advocate for leaders who engage with their teams to foster a unified vision and empower individuals to leverage their distinct skills and viewpoints. I aim to nurture a culture of transparent communication, ongoing growth and responsible ownership throughout the organisation.

19. What are your greatest strengths?

I take pride in my capacity to motivate and inspire skilled teams to achieve outstanding outcomes. My motivation stems from an unwavering commitment to guest satisfaction. I firmly believe that empowered and engaged employees are instrumental in realising this goal.

20. In your opinion, what is the most challenging aspect of a hotel manager’s job?

One of the primary challenges encountered by hotel managers lies in achieving a delicate balance between managing daily operations and remaining aligned with long-term strategic goals. While the position demands immediate attention to urgent matters, it is crucial not to lose focus on the bigger picture. Proficiency in time management, sound decision-making and the ability to prioritise effectively are essential for effectively navigating these challenges.

21. Can you tell me about a time you worked collaboratively with staff members to improve hotel services?

The reopening of Regent Hong Kong during the challenging times of the COVID-19 pandemic presented me with a significant test of my leadership abilities.

With high hopes from the local community and the pressure to deliver, I aimed not only to restore the hotel’s reputation but also to introduce some fresh ideas to surprise our guests. The careful planning and forward- thinking of our entire team played a crucial role in ensuring the project’s success. By encouraging my colleagues to contribute their unique skills and perspectives, we were able to achieve a positive outcome in the reopening of Regent Hong Kong, while highlighting our team’s innovation, adaptability and unwavering dedication.

22. How would you motivate the staff of this hotel to try their very best each day in work?

Inspiring employees involves nurturing a collaborative atmosphere marked by teamwork, empowerment and mutual respect. I am dedicated to recognising and celebrating their contributions, providing opportunities for growth and development and enabling them to share their unique insights productively.

23. On that note, what advice do you have for other GMs in so far as staff retention, staff training and staff motivation?

Creating an atmosphere that promotes recognition, support and a dedication to excellence is crucial for improving employee retention and motivation. Make a point of prioritising robust training programmes, offering transparent pathways for growth and cultivating an authentic sense of community spirit.

24. Please walk us through your typical day at work.

My typical day is marked by its dynamic and diverse essence – from overseeing operations, collaborating with department heads to scrutinising financial reports and engaging with guests.

Yet at its core, it is centred on providing strategic direction and counsel to ensure that Regent Hong Kong consistently delivers an exceptional experience.

25. Can you read financial statements?

I’m adept at interpreting financial statements and using that data to drive informed decision- making.

26. Have you handled a budget before?

Absolutely, I’ve managed budgets of varying scales throughout my career. Careful planning, ongoing monitoring and timely adjustments are critical to achieving financial goals.

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

Continuous learning is a passion of mine. I make it a point to stay abreast of industry trends and best practices, whether through professional development courses, hospitality publications or peer networking.

28. What experience do you have with marketing and promotions?

Marketing and promotions are vital to a brand’s success. I work closely with our team to develop cohesive campaigns that elevate our brand, attract new guests and keep our loyal customers engaged.

29. Talk about a successful work What was your goal? What was the result?

One successful project was the overhaul of our extensive food and beverage offerings. Our goal was to reposition Regent Hong Kong as a dining destination with reinvented, innovative and decadently immersive new experiences; and the results have exceeded our expectations with significant increases in our customer satisfaction.

30. Describe someone you coached or What were they doing initially and what are they doing now?

Throughout my professional journey, I have been fortunate to serve as a mentor to numerous individuals within the industry. I take great pride in witnessing many of them progress to roles as general managers; and I am humbly delighted to see a few surpass me, ascending to vice president positions or flourishing as leaders of their own enterprises.

31. What are some of the new trends the hotel is witnessing？

We note a growing demand for experiences centred around well-being, sustainability initiatives and bespoke services. Staying relevant necessitates embracing these trends with foresight and adaptability.

32. How will you react to a negative review or complaint from a guest while staying at the hotel?

In managing complaints, I undertake a thorough investigation to gain a comprehensive understanding of the issue at hand. My focus is on demonstrating empathy, extending a sincere apology and expeditiously pursuing a resolution that aligns with the guest’s needs.

The primary aim is to handle the matter with professionalism, ensuring the guest feels both recognised and valued. Upholding favourable guest relations is of utmost importance, so I ensure that we allocate the requisite effort towards resolving grievances expeditiously and effectively.”

33. How would you deal with a difficult customer?

Dealing with difficult guests requires patience, empathy and a solutions-oriented mindset. I aim to de-escalate the situation, understand the guest’s concerns and find a mutually agreeable resolution.

34. How do you stay current with industry trends?

Remaining up-to-date is a continuous focus for me. I diligently keep abreast of industry publications, actively participate in conferences, travel extensively and engage in networking with peers to discern emerging trends. My inherent curiosity drives this pursuit.

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

Regent Hong Kong has been recognised with a remarkable array of industry honours since we reopened our doors, following the hotel’s total transformation and rebranding back to Regent.

In 2024, we were named a Travellers’ Choice Awards Winner by TripAdvisor and selected as one of the 2023 Specially Selected New Hotels by Travel+Leisure China. We also earned a coveted spot on Condé Nast Traveler’s prestigious 2024 Hot List and Travel + Leisure’s 2024 It List, ranking us as one of the Best New Hotels and Best New City Hotels in the world.

Regionally, Regent Hong Kong was awarded the title of Best Business Hotel in Hong Kong at the 2024 TTG China Travel Awards and received the Best Design Hotel accolade at the 2024 The Bund Design Hotel Awards.

Our culinary excellence has also been celebrated, with our signature Cantonese restaurant, Lai Ching Heen, maintaining its Two-Star status in the MICHELIN Guide and earning Two Diamonds from the Black Pearl Restaurant Guide. It has also consistently been featured on the South China Morning Post’s 100 Top Tables list, as has The Steak House, which has just been named one of the World’s101 Best Steak Restaurants.

Additionally, Regent Hong Kong was named to Robb Report Hong Kong’s prestigious Best of the Best list in 2023, further solidifying our reputation as a premier luxury hospitality destination.

36. What do you see yourself in 5 years？

I see myself continuing to elevate the Regent’s position as a premier luxury hospitality brand, innovating to meet evolving guest expectations and developing the next generation of hospitality leaders.

37. What are your interests outside of work?

I have a deep passion for the arts and local culture. I’m fascinated by the innovative exhibits at M+ Museum; and I enjoy exploring historic districts, discovering hidden gems and soaking in the local way of life.

Another favourite pastime is running along the iconic Avenue of Stars in Tsim Sha Tsui, where I can jog alongside the sparkling Victoria Harbour with the stunning Hong Kong skyline as the backdrop. It’s a peaceful and rejuvenating way for me to stay active and clear my mind.

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

My advice would be to develop a genuine passion for hospitality, remain adaptable and always strive to deliver exceptional service. The opportunities in this industry are incredibly rewarding.

39. Anything else that you might want to add?

 I’m grateful for the opportunity to lead this iconic hotel and contribute to the vibrant hospitality landscape in Hong Kong. It’s a privilege I don’t take lightly.