“Training colleagues is at the base of retention, it gives staff a sense of being valued and looked after, that is key to retention.”
Swiss hotelier Michael Gnaegi s a graduate of École Hôtelière de Lausanne, the prestigious hotel school in Switzerland, and has 3 decades of leadership experience in luxury hotels in Europe, the Middle East and Asia Pacific. Last week I visited Michael at his fabulous hotel, Regent Shanghai Pudong.
- What do you do at the Regent Shanghai Pudong?
I am the General Manager of the hotel, ensuring that our guests have a memorable and enjoyable stay with us. I am managing a team of professionals with a guest centric approach to deliver superior service and experiences.
- Tell us about your journey, how did it all start?
My first contact with the industry was at the age of 14, when I did an internship in a restaurant kitchen in Lausanne, Switzerland. Over my study years, I continue to work in restaurants both kitchen and service and developed my passion for hospitality.
- What made you decide to pursue a career in the hospitality industry?
My passion for people, travel, food and wine.
- Can you tell me about your first job in the hospitality industry?
After graduating from Lausanne Hotel School, I was offered a management trainee position at Four Seasons Hotel Chicago in Room Service. My then General Manager, Hans Willimann, an industry legend, instilled into me an eye for details and a relentless drive for quality.
- How would you define the purpose of a hotel?
In the luxury and lifestyle segment, the purpose of a hotel goes way beyond providing accommodation and meals. Our properties are a space where the local community meets the discerned travelers. They provide a personal haven to both locals and travelers alike.
- What experience have you had in hotel industry?
Three decades of experience in three continents. Originally from Switzerland, I worked in the United States, Europe & Middle East and Asia (China). I am a specialist in the luxury hospitality segment.
- What motivates you about working in hospitality?
Hospitality is a people’s industry. Working with colleagues and mentoring them to excel motivates me.
- Why do you want to be a manager for this hotel chain?
Regent Hotels has a history of excellence, challenged almost 30 years ago when the brand was sold. Today the brand is rejuvenating and once again on a journey to become a major player in the industry.
- What have and what will you try to accomplish in this hotel?
Driving quality and to position it as an F&B destination, with the goal to becoming one of the finest hotels in Pudong.
- What category of guests do you receive? Leisure, business, domestic?
Leisure and business. Our clients have a healthy mix of 60% from mainland China and 40% international travelers.
- What is the USP (Unique Selling Proposition) of the hotel? How has the hotel positioned itself in this competitive market?
Our size compared to our CompSet (Competitive Set) and “boutiqueness”. Our SPA and Swimming Pool overlooking Lujiazui area is definitely USP.
- What are the sustainable practices that the hotel follows?
Our key focus is on energy conservation and reduction of food waste.
- In your opinion, what factors contribute to excellent customer service?
Attention to details and relentless training.
- What is your leadership style?
I practice a participative, democratic leadership style. However, make no mistake, running a business is not a democracy and decisions need to be taken and executed.
- What are your greatest strengths?
My eye for details, my passion for excellence.
- In your opinion, what is the most challenging aspect of a hotel manager’s job?
To balance the interest of all stakeholders – guests, colleagues and owners.
17. On that note, what advice do you have for other GMs insofar as staff retention, staff training and staff motivation?
-Don’t underestimate the power of a smile.
-Training colleagues is at the base of retention, it gives staff a sense of being valued and looked after, that is key to retention.
- Please walk us through your typical day at work.
– My day starts at 07:00 with a walk through all key area’s to inspect for cleanliness. I start at the Pool and Spa on 41 working my way down to the Regent Club Floor Lounge on 35th, then being present in the Lobby and Camelia Restaurant. I spend the early hours connecting with guests.
-Around 9am I will review reports and prepare for the days arrivals and my briefing at 10am.
-One on one with division heads at 11am and 2pm, followed by reporting work in mid afternoon. From 5pm I am present in the Lobby and Restaurants again over diner.
- Can you read financial statements?
Yes of course, numbers tell you a story.
- Have you handled a budget before?
Many times during my career.
- What experience do you have with marketing and promotions?
It is an integral part of my daily work, driving positioning of the hotel through F&B promotions.
- What are some of the new trends the hotel is witnessing
Here in China we see more and more clients ordering Food from the outside and not using in-house F&B.
- How would you deal with a difficult customer?
Always with kindness, but if customers are rude, disrespectful or physical to staff, I will not tolerate.
- How do you stay current with industry trends?
By reading about the competition, observing what they do and of course by visiting and staying in other hotels.
- Have you or your hotel received any industry accolades and awards?
A few during my career, below is a list of current awards for Regent Pudong:
-China Mag Awads_Best Luxury Hotel
-HotelShare Annual Awards_Best Luxury Hotel 2023
-WORLDiary Collection of the year 2023-2024_Best Luxury Hotel
-DiningCity Golden Spoon Awards_Best Chinese Restaurant of the year 2023
-Dianping_2023 Must Stay Hotel
-Ctrip_2023 Best view hotel Ranking
-Gaode Map_2024 Black Golden Ranking Hotel
-Zhiketong_2023 Best View Hotel
-World Luxury Awards_ Luxury Hotel of the year 2023
-Hotel Discovery Awards_Best Landmark Hotel of the year 2024
- What do you see yourself in 5 years?
Managing a hotel.
- What are your interests outside of work?
I love a round of Golf and am a passionate driver.
- What advice would you give to youngsters joining the field?
Do what you are passionate about, put your heart in and never give up. Make mistakes, learn and improve.
Regent Shanghai Pudong’s sophisticated venues spread over 800 square meters for conferences, training or corporate meetings. The exclusive 145-square-meter foyer is the ideal venue for pre-function gatherings and cocktail party. Venues can accommodate up to 200 persons at once.
Flare Spa partners with prestigious Spanish brand NATURA BISSÉ to offer signature NATURA BISSÉ revolutionary beauty experiences as part of a carefully created menu of facials, massages, body treatments and salon services.
Treatment rooms include two luxurious VIP spa suites with steam, sauna, rain shower and whirlpool for two.
