Category: Interview

Interview with Mr. Marc von Arnim,
General Manager, Capella Sydney

Since its inception, Capella Sydney has garnered prestigious accolades, including the “2023 Reggie Shiu Development of the Year” at HICAP and multiple honours at the AHEAD Asia Awards. Recently, in 2024, Capella Sydney received widespread acclaim, earning prestigious titles including Australian Hotel of the Year and Best Luxury Hotel and at the HM Awards for Hotel and Accommodation Excellence (HM). The hotel was also named Best Deluxe Accommodation in Australia at the Australian Hotels Association (AHA) Awards for Excellence, recognised as Best Luxury Hotel or Resort – Australia, New Zealand & South Pacific at the Luxury Travel Gold List Awards, and awarded Best Hotel in Asia/Pacific at the ULTRAs, solidifying its position as a premier destination for discerning travellers seeking an exceptional hospitality experience.

Mr. Marc von Arnim stands as a preeminent figure in Australian luxury hospitality, renowned for his leadership as General Manager at Capella Sydney. His expertise lies in crafting immersive guest experiences that seamlessly integrate with local culture and storytelling, aligning seamlessly with Forbes’ standards of excellence. SpaChina interviewed him.

Under Marc’s guidance, Sydney’s historic Department of Education building has been transformed into the acclaimed Capella Sydney, renowned for its personalised service and bespoke experiences rooted in the harbour city’s vibrant arts and cultural scene. Marc’s leadership epitomizes Capella’s dedication to delivering unparalleled guest experiences through meticulous attention to detail and surpassing expectations, forging lasting impressions for travellers worldwide.

As a leading luxury hotel in Sydney, what do you think is the most distinctive highlight of the Capella that attracts guests?

At Capella Sydney, we provide a curated experience that transcends the traditional luxury stay, emphasizing bespoke, personalized service to ensure each guest feels truly valued. What sets us apart is our dedication to crafting unforgettable and meaningful cultural experiences through our Capella Moments, Rituals, and Curates programs.

While we prioritize comfort, we also provide unique opportunities for our guests to immerse themselves in the vibrant culture of Sydney and discover the stories behind our hotel. Every detail, from our design to our service, is carefully curated to delight and surprise our guests in ways they never anticipated.

Capella Sydney is housed in the historic Department of Education building. Could you share some lesser-known stories behind this iconic landmark?

Our building holds a significant place in Sydney’s educational and government history. The building itself has witnessed key moments in the city’s development, and when we embarked on the renovation, our goal was to preserve its heritage while transforming it into a modern luxury hotel.

We worked closely with heritage experts and Make Architects to ensure we honoured the original architecture, integrating contemporary luxury amenities without compromising the building’s character.

One of the major changes was expanding the building to 11 storeys, adding custom-designed extensions with fluted fins and curved glass corners that beautifully complement the sandstone façade. Inside, we’ve created 192 spacious rooms, a wellness area beneath stunning heritage roof lanterns, and new event spaces open to the public. At the heart of it all, we wanted the hotel to serve as a bridge between Sydney’s past and future – offering unparalleled luxury while preserving the building’s timeless legacy.

When it comes to crafting guest experiences, how do you ensure that every guest is immersed in Sydney’s unique culture?

Sydney is such a culturally rich city, and at Capella, we make sure every guest gets to experience its vibrant energy. Through our exclusive monthly hotel program, including Capella Moments, Rituals, and Curates, we bring the best of Sydney’s culture to life. Guests can head out on a tour to learn more about our First Nations history or check out local Sydney favourites like the Carriageworks Farmers Market – it’s all about giving them a deeper connection to our beautiful city.

One of the highlights in our programme is our Capella Curates “Sail Away” tour. Guests get to board the beautiful, historic Southwinds, a 1950s yacht that perfectly blends elegance and adventure. With champagne in hand and fresh oysters served, they cruise the sparkling waters of Sydney Harbour, discovering hidden gems like Middle Harbour and Castle Rock. The tour ends with a memorable dining experience on Shark Island, making for a truly unforgettable day.

How do you lead your team in pushing the boundaries of traditional luxury hospitality, creating unexpected delights for guests? Which services or experiences are the most popular among your guests?

I lead my team by nurturing a culture of creativity and empathy, always encouraging them to step into the guests’ shoes. At Capella, we don’t just aim to meet expectations – we aim to exceed them by crafting personalised experiences that surprise and delight our guests.

One of the standout aspects of our approach is our Culturist Program, led by our Chief Culturist, Jonathan Fambart. This program is key to our dedication to curating memorable and impactful cultural experiences for our guests. 

One of our most popular experiences is our evening ritual, “Echoes of Eternity” hosted by our Culturist team in The Living Room. This special moment invites guests to enjoy a locally crafted cocktail while immersing themselves in Sydney’s rich history, such as the fascinating story of folk hero Arthur Stace.

At Capella Sydney, we’re redefining luxury by offering more than just lavish amenities. We provide an immersive cultural journey that connects our guests to the heart of Sydney through history, art, and meaningful experiences.

How does Capella Sydney stay competitive in this evolving landscape and even set new trends?

We stay competitive by continually evolving to meet the changing demands of luxury hospitality. Our ability to set new trends comes from understanding the core of what our guests truly seek – authentic experiences, personalized service, and wellbeing.

In recent years, “wellness travel” has become a worldwide trend. How do you see this movement influencing the luxury hotel industry? What unique wellness and well-being experiences does Capella Sydney offer?

Wellness travel is becoming more popular as modern luxury guests increasingly seek experiences that nurture both body and soul, and seek opportunities to enhance sense of wellbeing or support or a healthy lifestyle.  At Capella Sydney, we’ve redefined luxury wellness through personalisation and partnerships and an integrated approach to wellness, recently launching an exclusive partnership with Fluidform, Australian Pilates brand, for on-demand sessions. Additionally, we’ve introduced a wellness-focused in-room dining menu featuring nutrient-rich meals that support guests’ wellbeing goals.

Capella Sydney  is Australia’s first hotel to offer such an integrated wellness experience in a city setting, blending health and  pleasure like never before.

Auriga Spa is an award-wining spa. Could you share some signature treatments or philosophies that would appeal to spa enthusiasts in China?

At Capella Sydney, our award-winning Auriga Spa offers a unique wellness experience, drawing inspiration from lunar cycles and natural elements for our signature rituals. Our treatments blend ancient healing traditions with modern luxury, designed to rejuvenate both body and mind. For Chinese visitors, we recommend our tailored wellness offerings to combat jet lag and begin their rejuvenation. Guests can start with a session in our sauna, steam room, and ice fountain to refresh and invigorate, before experiencing our signature “Connect to Country” wellness journey, which incorporates healing stones gathered with permission from Indigenous Elders. The are crafted from 100% plant-based certified organic Australian native bioactive and clinically proven nutraceuticals to nurture and heal on a deep, cellular level. A perfect welcome to Australia

Looking back at Capella Sydney’s journey since its opening, what has been your proudest moment? Are there any particularly memorable guest feedback or unforgettable stories that stand out?

When you spend so much time planning how you want the hotel to be run and perceived, it’s incredibly rewarding to finally open the doors and see guests experience it for the first time through their eyes. One of my proudest moments has been hearing guests share how much they’ve enjoyed their stay with us – it’s always so fulfilling to know we’ve exceeded their expectations.

Another truly memorable experience is when guests tell me they booked their stay because a friend recommended Capella Sydney after having a wonderful stay themselves. It’s a reminder that our reputation for excellence is building, and we’re creating lasting impressions that inspire guests to return.

As the hospitality industry continues to evolve rapidly, how do you see artificial intelligence and digital experiences integrating with high-end hotels? In what ways can these technologies enhance the guest experience?

Artificial intelligence and digital technologies are rapidly becoming essential in shaping the future of the luxury guest experience, and we are closely monitoring their evolution. At Capella Sydney, we leverage our digital marketing channels and content creation to showcase our unique experiences at the hotel and tell our story across social media. In the travel industry, content is king – especially in inspiring both current and future guests during the “dreaming” phase of their journey.

For young professionals aspiring to enter the luxury hospitality industry, what career advice would you offer? In your opinion, what key qualities should the future leaders and professionals in luxury hotel management possess?

The luxury hospitality industry is dynamic, and my advice would be to always stay curious and be open to learning. Excellence in service, attention to detail, and the ability to adapt are key qualities of a great hospitality professional. I would also recommend working in a variety of roles to understand all aspects of the business, from front-of-house to behind-the-scenes operations. Most importantly, I believe future leaders should cultivate empathy, as truly understanding the needs of others is at the heart of exceptional service.

Interview with Mr. Christophe Olivro,
General Manager of Capella Tufu Bay, Hainan

With 30 years of experience in the luxury hotel industry, Mr. Christophe Olivro, from Caen, France, has been responsible for the operation and management of a number of luxury hotels in the United States, the Philippines, as well as Shanghai, China and other countries and regions, and is adept at translating the brand’s macro-strategy into concrete standards of quality service. As General Manager of the exclusive Capella Tufu Bay, Hainan. Mr. Olivro is committed to making The Tranquility at Capella Tufu Bay, Hainan a highly sought-after oceanfront resort with his unique understanding of luxury vacations and insight into the high-end travel market.

Christophe was previously the Regional Director of Aman China, and the General Manager of Amanyangyun in Shanghai. He is a pioneering, intuitive and experienced luxury hotelier with a deep understanding of China’s culture and travel market, a passion for Chinese tea culture, and a passion for exploring China’s local life and people.

How many years have you been working in China? How would you describe China from your perspective? What profound experiences have your work and life here brought you?

I have been working in China for eight years now, and this experience has undoubtedly been transformative for me. In my eyes, China is a country of incredible diversity, rich history, and dynamic growth. Here, ancient traditions seamlessly blend with modern innovation, weaving a unique and vibrant cultural tapestry.

My work and life in China have profoundly shaped my personal and professional perspectives. Immersing myself in the local culture, particularly through my love for Chinese tea culture, culinary traditions, and traditional Chinese architecture, as well as my exploration of its cultural nuances, has deepened my understanding and appreciation of the country’s historical heritage and its people. I admire the optimistic and upward-looking attitude of the Chinese people, as well as their inherent diligence and adaptability, which make China a country full of vitality.

On a professional level, managing and leading luxury hotels in China has taught me the importance of understanding and respecting local customs while maintaining global standards of excellence. This balance is key to creating unforgettable experiences for both domestic and international guests.

China’s rapid development and the evolving preferences of its high-end travelers have also inspired me to continuously innovate and adapt. The energy and ambition I have witnessed here are truly unparalleled, driving me to strive for excellence in everything I do. On a personal level, my time in China has been a journey of self-discovery, growth, and profound connection to the future.

What stage do you think the Chinese vacation tourism market is currently at? What unique characteristics do Chinese guests have in terms of vacation habits and preferences?

China’s travel market is transitioning toward a focus on quality and personalization. While the industry experienced fluctuations post-pandemic, domestic travel demand rebounded in 2024, reflecting a rising preference for immersive experiences and high-value services.

Key distinctions in Chinese travelers’ vacation habits and preferences include:

Short getaways: Due to public holidays and the “adjusted working days”, Chinese travelers favor 3-4-day trips and are highly sensitive to transportation convenience.

Cultural experiences: There is strong interest in exploring local history, intangible cultural heritage, and unique traditions.

Multi-generational travel: Family vacations often include three generations, requiring a balance of children’s entertainment, wellness options for seniors, and social experiences for adults.

Social media impact: Travel decisions are increasingly influenced by platforms like TikTok and Little Red Book (Xiao Hong Shu), with Chinese travelers favoring viral destinations and trending experiences. In contrast, Western travelers rely more on word-of-mouth and long-term brand trust, prioritizing privacy and independence.

Sustainable travel: Awareness of sustainable travel is growing rapidly, but relatively few Chinese travelers are willing to pay a premium for eco-friendly options.

Both Capella Tufu Bay, Hainan, and Capella Shanghai, Jian Ye Li, belong to the Capella brand. How do they differ? What makes Capella Tufu Bay unique?

Capella Shanghai, Jian Ye Li is located in the historic and cultural district of downtown Shanghai, transformed from traditional Shikumen architecture. It showcases the rich cultural heritage of Shanghai and is ideal for urban travelers seeking luxury and cultural immersion.

The charm of Capella Tufu Bay, meanwhile, lies in the fact that it is not just a resort, but a place where guests can reconnect with nature, culture, and themselves. Whether seeking relaxation, exploration, or romance, it fulfills every imagination of a luxurious getaway.

Nestled in a serene bay on Hainan Island, the resort’s design is inspired by the ancient Maritime Silk Road. Its architectural style seamlessly blends with the natural landscape, featuring open layouts that allow guests to immerse themselves in the azure sea, blue skies, sandy beaches, sunshine, coconut groves, sea breezes, and lush tropical vegetation. It is truly a secluded paradise, offering a sense of tranquility and healing brought by nature.

The most remarkable part is that our service is meticulous, ensuring that every guest feels cared for from check-in to check-out. We are dedicated to creating an immersive resort experience for our guests, from private pool villas to customized beach activities, and from sunrise yoga to starlit dinners. Every detail is designed to bring joy and relaxation to our guests.

Health and wellness have become key trends in high-end vacation experiences. What are the main wellness-related demands you have observed from guests? Besides that, what other aspects do Chinese guests particularly focus on?

Health and wellness have become a significant trend in high-end resort experiences. Guests’ primary demands in this area include seeking professional health and wellness guidance, such as yoga and meditation classes, as well as personalized fitness training and customized spa treatments provided by professional coaches or therapists. The secluded Auriga Spa at the hotel is equipped with first-class facilities, including a Moroccan steam bath that follows natural healing principles and a snow room that creates a serene and comfortable atmosphere, deeply alleviating fatigue and crafting a health and wellness journey that balances the body and mind. Our location is a great advantage and highlight, and we encourage guests to connect with nature, breathing in the pure air on the fine white sandy beaches and enjoying the warm, comforting sunshine, to relieve stress, relax, and enhance overall well-being. Additionally, I have noticed that more and more guests, especially younger ones, are seeking outdoor activities and we offer. A variety of interesting outdoor sports and activities suitable for different guest groups, such as Local Life on Wheels, Sailing adventures, yoga by the beach, etc..

You have extensive hotel management experience in Shanghai, the Philippines, and other locations. How is this experience helping you continuously craft a unique luxury vacation experience at Capella Tufu Bay, Hainan?

My extensive hotel management experience in Shanghai, the Philippines, and other locations has played a crucial role in continuously crafting a unique luxury vacation experience at Capella Tufu Bay, Hainan.

In the Philippines, I was in charge of a luxury island style resort, while in Shanghai, I focused on delivering urban luxury vacation experiences. Working in these diverse regions has given me a deep understanding of the importance of integrating local culture into the guest experience. At Capella Tufu Bay, we draw inspiration from Hainan’s rich cultural heritage and natural beauty to create a resort that is both authentic and luxurious. This approach ensures that guests not only enjoy world-class facilities but also form a profound connection with the local environment and culture.

Additionally, my expertise in managing luxury hotels and resorts has clearly highlighted the value of personalized service. At Capella Tufu Bay, we anticipate guest needs and provide tailor-made experiences. Whether it’s arranging a private beach dinner or curating a unique cultural tour, our goal is to make every stay unforgettable. Managing luxury hotels in highly competitive markets requires meticulous attention to service details and maintaining exceptionally high operational standards.

We ensure that every aspect of the guest experience – from 360 degrees – is nothing short of exceptional. At Capella Tufu Bay, we continuously innovate our services, closely monitoring market trends and demands. Whether it’s accommodations, dining, exclusive activities, or cutting-edge wellness programs, we aim to combine a global perspective with a deep focus on local characteristics. This enables us to consistently deliver a truly leading, unique, and luxurious vacation experience at Capella Tufu Bay, Hainan.

What type of guests typically stay at Capella Tufu Bay? How many days do they usually choose to stay? During the Chinese New Year holiday, what type of guests stay for the longest period, and what kind of experience do they have during their stay?

Currently, the guests staying at the Capella Tufu Bay are predominantly high-end leisure vacationers, with a majority being families and couples. I have also noticed an increasing number of female guests and groups of close friends who are beginning to “indulge in vacations that pamper themselves.”

Among our guests, there is a growing number of enthusiasts for health, nature, and culture, who focus on wellness and health preservation, deeply engage with nature, pay attention to local traditions and humanities, and seek mindful experiences that enrich themselves. Most Chinese guests opt to stay for 2-4 nights, while overseas visitors tend to stay for 4-7 nights, which is sufficient time for them to fully enjoy the hotel’s facilities and services, as well as relax in the beautiful natural surroundings.

During the Spring Festival, we welcomed many families spanning three generations, who spent an entire warm and luxurious Spring Festival holiday here, ranging from a week to a month, enjoying a thoroughly comfortable and relaxing Spring Festival. I am very pleased that they trusted and chose Capella Tufu Bay. We specially planned a variety of festive activities for guests staying during the Spring Festival, such as Spring Festival culinary journeys, traditional handicraft and joyful experiences, allowing guests to feel the strong festive atmosphere.

What are the challenges of operating a top luxury resort on an island? How have you and your team overcome these challenges? Looking ahead, what is your vision for Capella Tufu Bay, Hainan?

Operating a luxury property on an island indeed presents some unique challenges. For example, the geographical location can lead to high logistics costs and complex supply chains for some very unique ingredients, especially imported foods and beverages. We have established close cooperative relationships with suppliers to optimize the logistics process as much as possible, ensuring timely supply of goods, and setting up efficient inventory management systems to reduce waste and ensure rational use of resources.

The geographical location of the island can also limit the mobility of talent, making the recruitment and retention of high-quality staff a perpetual challenge. In addition to offering competitive employee benefits, we also place great emphasis on the career development and training of our staff. We create a good working environment and living conditions for our employees, enhancing their sense of belonging and satisfaction.

Moreover, the tourism market on the island typically experiences significant seasonal fluctuations, with a substantial decrease in visitor numbers during the off-season. We hope to attract guests by launching some specially curated unique activities, including active collaborations with crossover brands.

Looking to the future, my vision for Capella Tufu Bay, Hainan is to establish it as a top global luxury resort destination, renowned not only for its natural beauty and luxurious facilities but also for its unique cultural experiences and health and wellness programs that attract guests from around the world.

How can we guide Chinese guests to understand a truly luxurious and healthy lifestyle?

I have confidence in Chinese guests. For example, young guests in their teens can already converse fluently in English, sharing with me that they want to work in five-star hotels in the future; mothers in their forties tell their eighteen-year-old sons not to waste food at the buffet breakfast, to finish what they have taken before getting more. I also use DeepSeek, an excellent software, to assist in my work… China and Chinese are excellent!

I see that China is continuously progressing. As I mentioned earlier, the Chinese are constantly learning and improving. I feel much honored to be able to contribute to the development and progress of China’s luxury hospitality industry.