My Interview With Area General Manager For Waldorf Astoria Greater China And Mongolia

“As the General Manager of the Waldorf Astoria Shanghai on the Bund, I oversee various aspects of hotel operations to ensure an exceptional experience for our guests.”

Waldorf Astoria

The last time I interviewed Brian was over 5 years ago when he was the General Manager of Waldorf Astoria Beijing. I thought it was time for another conversation—surely, Brian has plenty of new insights to share. And he does!

1. What do you do at the Waldorf Astoria Shanghai on the Bund?

As the General Manager at the Waldorf Astoria Shanghai on the Bund, my foremost focus is on curating exceptional guest experiences. This entails overseeing operations, upholding elevated service standards, cultivating a nurturing work environment for our team, and spearheading profitability through strategic initiatives and adept management practices. Additionally, serving as the Area General Manager for Waldorf Astoria Greater China and Mongolia, I orchestrate collaborative endeavors among the other four (Beijing, Chengdu, Xiamen and the soon-to-open Shanghai Qiantan) Waldorf Astoria properties in China to elevate the brand’s esteemed reputation.

2. What made you decide to pursue a career in the hospitality industry and how did your journey start?

My passion for hospitality began at an early age. Growing up, I was always fascinated by the seamless service and attention to detail I experienced during travels. This curiosity deepened during my time in New York, where I realized that hotels are not just places to stay but platforms for meaningful connections.

Pursuing a degree in Hotel Management felt like a natural path. At 18, I started my career at the front desk in New York, an experience that gave me first-hand insight into the importance of personalized service. Over the years, I embraced every opportunity to grow, moving through various operational and managerial roles. These experiences shaped my leadership philosophy: delivering exceptional service through a team-oriented approach and fostering a culture of passion, precision, and care. My journey has been about constantly evolving—always striving to exceed guest expectations and create unforgettable moments.

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

I have extensive experience in various roles within the hotel industry, ranging from front-line positions to management roles. I have worked in luxury hospitality management in New York, Hong Kong, Taipei, Xiamen, Macau, and Beijing. This experience has provided me with a comprehensive understanding of hotel operations and guest expectations which I incorporate into the management of the four Waldorf Astoria properties in China.

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

I hold a degree in Hospitality Management from Nassau College in Long Island, supplemented by continuous professional development and training to stay updated on industry trends and best practices.

5. What motivates you about working in hospitality?

The opportunity to create unforgettable experiences for guests and exceed their expectations is what motivates me the most. I find fulfillment in seeing guests leave our hotels with a smile on their faces, knowing that we’ve made a positive impact on their stay.

6. What have you accomplished or aim to accomplish in this hotel?

My goal is to elevate the Waldorf Astoria Shanghai on the Bund to new heights of luxury and distinction. This involves continuously refining our F&B offerings, creating memorable guest experiences, and fostering a culture where exceptional service and meticulous attention to detail are second nature.

In 2023, we introduced several innovative firsts: the Shanghai Nordic Christmas Village, the city’s first oyster omakase experience, and the inaugural Waldorf Astoria Connoisseur Gala.

At the start of 2024, we launched the Awhite Afternoon Tea, offering a unique seasonal dining experience. These initiatives have not only set new benchmarks for luxury but also reinforced our position as industry leaders.

Looking ahead, we are excited to expand our presence with the opening of the fifth Waldorf Astoria property in China, located in Shanghai’s Qiantan.

Beyond these achievements, my broader vision is to establish the Waldorf Astoria name as the premier choice for discerning travelers by aligning our four properties across Greater China under a unified brand experience. Through continued innovation and collaboration, we aim to remain at the forefront of the luxury hospitality landscape.

7. What category of guests do you receive?

We cater to a diverse range of guests, including leisure travelers, business travelers, and domestic as well as international visitors seeking luxury accommodations and exceptional service.

8. What attractions would you recommend to hotel guests?

In Shanghai, guests can explore iconic landmarks such as The Bund, Xin Tian Di, Anfu Road and the Shanghai Tower. Additionally, the city offers a vibrant culinary scene, world-class shopping, and cultural attractions.

9. What is the USP of the hotel?

A. Prime Location: Nestled in the heart of Shanghai’s iconic Bund, we offer breathtaking views of the Huangpu River and unparalleled access to the city’s cultural and commercial landmarks.

B. Blend of Heritage and Modernity: The hotel features two interconnected buildings, each offering a distinct experience. The meticulously restored Waldorf Astoria Heritage Building, dating back to 1910, immerses guests in a world of history and elegance. Meanwhile, the modern Waldorf Astoria Tower offers stunning views of Shanghai’s dynamic skyline, including some of the city’s most iconic landmarks. Guests can choose between a journey through time and an embrace of contemporary luxury, depending on where they stay.

C. Iconic Long Bar Experience: the Long Bar recreates the glamorous ambiance of the 1910s-1930s with a 34-meter bar counter, offering a refined yet relaxed environment ideal for social gatherings. With its extensive selection of premium beverages, the Long Bar is a signature destination that blends heritage with a contemporary flair.

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

Yes. Innovative dining experiences, wellness programs, and sustainability efforts, all designed to enhance guest satisfaction while reducing our environmental footprint.

We have collaborated with some of the industry’s finest talents, including 2023 Michelin Young Chef Award winner Steve Lee, one-star Michelin Chef Jason Liu from Ling Long, and Chef Addison Liew, who has worked with legends like Pierre Gagnaire, the Pourcel brothers, Joel Robuchon, and Guillaume Gailliot.

Looking ahead, we are thrilled to host renowned Shucker Paddy for an exclusive pop-up week showcasing premium Canadian seafood. We also plan to welcome celebrated mixologist to join the Long Bar, bringing new creativity to our beverage offerings. Moreover, our Chinese restaurant will undergo a transformation, setting the stage for more exciting collaborations across all outlets in the hotel. These initiatives reflect our commitment to continuously redefining luxury and creating exceptional experiences for our guests.

11. What sustainable practices does the hotel follow?

We have implemented various initiatives such as energy-efficient lighting, water conservation measures, waste reduction programs, and sourcing locally-produced ingredients for our F&B outlets. We’ve also changed all our bathroom amenities to large, glass bottles, partnering with Aesop, an environmentally friendly brand.

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

Excellent customer service is rooted in genuine hospitality, attention to detail, empathy, and a commitment to exceeding guest expectations at every touch point. For example, when a guest has a special event such as a birthday or anniversary at our hotel, our team members will go above and beyond to ensure that the guest and their loved ones will have a surprise during their special time. Our lobby has hot ginger tea during winter and fall and refreshing floral tea during summer and spring so guests feel welcome and at home. It relies on personal touches and seamless stay experience from arrival to departure.

13. Tell us about a time when you demonstrated your leadership.

The recent major achievement is the successful organization of the WALDORF ASTORIA CONNOISEUR GALA EVENT in November 2023. Held jointly by four Waldorf Astoria hotels in Shanghai, this event showcased the culinary expertise of five renowned chefs from Waldorf Astoria hotels in Beijing, Shanghai, Chengdu, and Xiamen. With their exquisite cooking skills and innovative creations, combined with authentic local culinary cultures and flavors, they presented a tantalizing feast for the taste buds. This event effectively promoted the renowned chefs of our four Waldorf Astoria hotels to the Chinese market, further enhancing the visibility of the Waldorf Astoria brand in China.

14. How do you stay current with industry trends?

I stay current by immersing myself in the industry through travel, exploring new restaurants, bars, hotels, and exhibitions. This firsthand experience, combined with ongoing research, attending conferences, and networking with industry peers, helps me stay informed about the latest trends and best practices. In Shanghai, where our hotel is a leader in hospitality trends, the city itself serves as a constant source of inspiration with its dynamic environment, rapid changes, and diverse international guests, providing endless learning opportunities.

15. What advice do you have for other General Managers regarding staff retention, training, and motivation?

Always keep in touch with your team members, make sure that they are happy within their work environments, that they have a clear vision and guidance, and support their superiors. Invest in your team by providing opportunities for growth and development, recognizing their achievements, and fostering a positive work culture built on trust, respect, and constant communication.

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

I usually arrive at the hotel around 7 a.m. and begin my day by inspecting public areas to ensure everything is in perfect order—checking the freshness of the flowers, the cleanliness of spaces, and the quality of the breakfast experience. Following that, I attend the morning briefing with the team to align on priorities and address any immediate matters.

My day revolves around overseeing operations and conducting frequent walk-throughs to ensure that every area meets our high standards. Engaging with both team members and guests is essential, especially during breakfast, as it’s often the first point of contact of the day for our guests. I believe in being present and accessible, fostering a positive work environment, and ensuring guests feel welcomed.

Communication plays a vital role, and I meet regularly with Heads of Department to discuss strategies and operational updates. I also maintain close contact with the owning company to align on key objectives. Throughout the day, I inspect various areas—guest rooms, kitchens, and public spaces—alongside the relevant department heads to ensure our standards are met and continuously elevated.