Interview with Mr. Alex Wang Shifeng,
General Manager of The Ritz-Carlton, Nanjing
Mr. Alex Wang Shifeng was appointed as General Manager of The Ritz-Carlton, Nanjing in May 2023, overseeing hotel operations and leading the team in the pursuit of service excellence. With over 15 years of experience with The Ritz-Carlton brand, Mr. Wang has accumulated extensive expertise in luxury hospitality management. He joined The Ritz-Carlton, Sanya Yalong Bay in 2008 as a Villa Butler and was promoted to Director of Villas in 2012, followed by his appointment as Director of Rooms at The Ritz-Carlton, Chengdu. In 2015, he became the Executive Assistant Manager, Rooms, at The Ritz-Carlton, Beijing.
Throughout his career, Mr. Wang has contributed to the pre-opening of nine luxury Marriott hotels across cities such as Abu Dhabi, Shanghai, Beijing, Hong Kong, and Xi’an. He has also been recognized with accolades such as “Professional Gold Butler” and “Child Friendly Ambassador.”
Since the pre-opening phase of The Ritz-Carlton, Nanjing, Mr. Wang has been deeply involved, starting as the head of the Rooms Division, progressing to Hotel Manager, and ultimately becoming General Manager. He is committed to upholding The Ritz-Carlton Gold Standards, empowering his team, and inspiring the next generation of Chinese hoteliers to find passion in their work and lives. SpaChina interviewed Mr. Alex Wang.
Regarding the growing trend of health-focused development in the hotel industry, what do you think are the key factors driving this trend?
The hospitality industry is undergoing a profound transformation, with health-oriented development becoming a significant trend. The rise of this trend is not accidental and is influenced by many factors. There are changes in market needs. With the improvement of living standards and the popularization of health concepts, consumers’ demand for health, safety, and environmental protection is increasingly strong, and they tend to prefer hotels that can provide a healthy environment, green facilities, and personalized services. There is also greater policy support and guidance. The government promotes the healthy development of the hotel industry by formulating relevant policies, providing tax incentives, and strengthening industry regulation. Also the application of intelligent technology. With the wide application of artificial intelligence and big data, the hotel industry will rely more on technology to provide more personalized services. The popularity of smart rooms, unmanned front desks, and self-check-in technologies not only enhances customer experience but also improves operational efficiency. And finally the popularization of green and eco-friendly concepts. Environmental protection and sustainability have become the global consensus. The hotel industry will also pay more attention to green buildings, energy saving and emission reduction, waste recycling, and sustainable supply chain management. Future hotels should not only provide guests with a comfortable accommodation environment but also take responsibility for the earth, becoming a model of green and sustainable development.
Do you think the health trend will reshape the hotel industry, especially in the luxury hotel sector? What challenges might hotels face in adapting to this trend?
The health trend will undoubtedly reshape the hotel industry, especially in the luxury hotel sector. Luxury hotels have always aimed to provide high-quality services and experiences, and the integration of health concepts will further enhance their competitiveness. For example, by implementing measures such as smart temperature control and reducing the use of single-use plastics, luxury hotels not only lower operational costs but also improve their brand image, attracting more consumers who prioritize environmental protection. Additionally, by introducing mobile apps, digital room keys, and contactless payment technologies, luxury hotels enhance service efficiency and security. Smart room controls enabled by the Internet of Things allow guests to easily adjust room temperature, lighting, and other elements, improving living comfort.
Of course, hotels face some challenges while adapting to this trend. For instance, sustainable development and the use of high technology require significant investment, and hotels need to find a balance between cost and benefits. Furthermore, hotels must also train their staff to provide professional services.
How does The Ritz-Carlton, Nanjing incorporate health-focused concepts to meet the needs of health-conscious travelers? What unique benefits can guests enjoy?
The Ritz-Carlton, Nanjing successfully integrates the concept of health into guests’ accommodation experience by offering a meticulously designed environment, diverse healthy dining options, an advanced fitness center, and an indoor heated pool for daily exercise and relaxation. Additionally, it provides a rich array of cultural activities that make it an ideal choice for health-conscious travelers. Guests can relax both physically and mentally, enjoy delicious food while maintaining a healthy lifestyle. They can also delve deep into Nanjing’s history and culture, and even experience traditional crafts firsthand, adding depth and fun to their travel experience.
How do you drive service innovation to meet the ever-changing needs of guests? Could you share examples of innovative initiatives introduced at The Ritz-Carlton, Nanjing?
The Ritz-Carlton, Nanjing, continuously drives service innovation to meet the ever-changing needs of its guests through a variety of initiatives. These include introducing high-end spa brands that blend with local cultural elements, focusing on sustainable development, offering unique cultural experiences, and paying attention to the needs of families and children. Specific examples include:
1. The hotel regularly hosts spa salons and other events where guests can experience special products and share skincare knowledge. By integrating local cultural elements, the hotel’s spa center has developed several innovative facial and wellness treatments, such as the Lotus Purification Facial and the Yuhua Stone Therapy. These treatments incorporate natural elements and cultural characteristics of the region, providing guests with a unique relaxation experience.
2. The hotel offers a “Splendor of Jinling Experience Tour,” which allows guests to explore the historical origins of brocade at the Jiangning Brocade Museum and participate in hands-on brocade crafting activities. This experience, combining local traditional craftsmanship, enriches guests’ cultural lives and promotes the heritage of traditional handicrafts.
3. The “Ritz Kids Wilderness Adventure Night” activity is designed to provide families with an opportunity to explore the historical, cultural, and natural landscapes of the ancient capital, Jinling, together with their children, creating unforgettable memories.
4. With the rise of ESG (Environmental, Social, and Governance) principles, the Ritz-Carlton, Nanjing has incorporated sustainable development into its corporate strategy. The hotel commissioned the Tersus Technology team to conduct energy consumption surveys and research, and based on energy conservation regulations and standards, scientifically and reasonably assessed the energy consumption of various processes. By implementing comprehensive energy-saving solutions, the hotel reduces over a thousand tons of carbon dioxide emissions annually and saves tens of thousands of yuan in energy costs.
What distinguishes the Chinese hotel industry in the global luxury market? What unique operational considerations come with managing a luxury hotel in China?
China boasts a long history and rich culture, which provide abundant inspiration and resources for the development of luxury hotels in the country. This is precisely what sets us apart from other markets.
Firstly, in terms of design, The Ritz-Carlton, Nanjing is not merely a hotel but also an art gallery that houses work by numerous renowned Chinese and international artists. The fusion of Western art displayed in public areas and traditional Eastern art within guest rooms showcases the clever blend of Eastern aesthetics and Western classics, presenting guests with an elegant and harmonious charm of both ancient and modern worlds.
Our culinary team has crafted unique dining experiences, including the Lavandula buffet restaurant brimming with authentic Provencal flair, the Emperor Cantonese Restaurant paying tribute to classic Cantonese cuisine, and Pinning Mansion telling the stories of the Jiangnan region. These offerings allow guests to experience the cultural charm of Nanjing and the Jiangnan area through their taste buds. We also regularly organize various cultural activities to better showcase the local culture to our guests.
In China’s luxury hotels, guests have a strong desire for local culture and high expectations for service quality. Hotels need to seamlessly integrate local culture into the guest experience, providing a more personalized and thoughtful service that immerses guests in the destination’s cultural impact.
What challenges will luxury hotels face in China in the future? How can these challenges be effectively addressed? How do government policies or market dynamics impact hotel operations in China?
In the future, luxury hotels in China will face challenges such as intensified market competition, changing consumer demands, and economic fluctuations. As more luxury hotel brands enter the Chinese market, competition will become even fiercer. Modern consumers are also paying more attention to personalized experiences and high-quality services. They expect hotels to be not just places to stay but spaces that offer unique experiences and cultural atmospheres. The uncertainty of the global economy may impact the high-end consumer market, thereby affecting the performance of luxury hotels. All these will be challenges we face. To effectively address these challenges, we need to attract customers by introducing unique cultural elements and innovative service methods; use advanced management tools and technologies to improve operational efficiency and reduce costs; continuously strengthen brand image, establish a loyal customer base through high-quality services and unique brand stories; and adjust marketing and service strategies in a timely manner according to market changes to meet the needs of different customers. A series of supportive policies introduced by the government will help promote the development of the tourism industry, thereby driving growth in the hotel sector. For example, policies encouraging the development of cultural tourism can increase the hotel’s customer base. Additionally, market demand, technological advancements, and sustainable development are all factors that cannot be ignored.
What are your strategies for motivating and empowering your team, especially in upholding the legendary service standards of The Ritz-Carlton?
At The Ritz-Carlton, Credo is our compass, and our Ladies and Gentlemen are the most important resource in our guest service. I adhere to a people-centric approach, respecting and understanding the individuality and values of each employee. In my leadership philosophy, I place greater emphasis on teamwork and innovative thinking, adjusting management strategies according to the needs and circumstances of the team to continuously adapt to changing environments and challenges. Of course, timely recognition and rewards are also crucial, as they can stimulate creativity and enthusiasm among employees.
In terms of motivation and empowerment, “empowerment” has always been a principle I firmly uphold. Every guest who arrives at the hotel is an independent individual with unique needs. By empowering each lady and gentleman, we enable them to confidently approach guests, understand their needs, and provide the most personalized service.
As a Marriott opening trainer and an experienced hotelier, what advice would you give to young professionals seeking to successfully develop their careers in the luxury hotel industry?
Firstly, one must have a passion for the hotel industry and be enthusiastic about service. Without passion, it is difficult to achieve success. Secondly, continuously learning and improving professional skills and knowledge, as well as accumulating practical experience, are indispensable parts of a career in hotel management. Practical experience can be gained through internships, part-time jobs, etc., understanding various aspects of hotel operations and laying a foundation for future career development. Additionally, when formulating a career plan, it is necessary to balance short-term and long-term goals. Short-term goals could include improving a certain skill or completing a specific project; long-term goals might involve becoming a senior manager in the hotel industry or starting your own hotel brand. By setting clear short-term and long-term goals, you can direct your career development.
What values or principles do you uphold in balancing professional responsibilities and personal health?
Balancing direct responsibilities and personal health is an ongoing but non-conflicting process. While pursuing career achievements, it’s also important to focus on physical and mental well-being and manage work and rest time effectively. Personally, I maintain a healthy diet and regularly engage in physical exercises such as golf and soccer. These activities not only help me recharge physically but also enhance my work efficiency. Additionally, constantly urging myself to learn and progress by attending industry seminars allows me to self-improve while gaining a sense of accomplishment. Most importantly, the support and understanding from family members provide me with continuous motivation, helping me balance my career and personal life.