Category: Interview

Interview with Mr. Ronan Henaff,
General Manager of Capella Shanghai, Jian Ye Li

With nearly 30 years of hospitality experience, including leadership roles at some of the world’s most prestigious hotels and restaurants, Mr. Henaff excels in driving business growth through talent management and motivation. His leadership style combines teamwork, a strong commitment to the hotel’s vision, and a dedication to mentoring emerging talents.

Mr. Henaff joined Capella Shanghai, Jian Ye Li five years ago as General Manager, overseeing the hotel’s daily operations and ensuring that all departments strictly adhered to brand standards. Under his leadership, the hotel has achieved outstanding business performance and earned widespread recognition, successfully establishing a strong brand presence in the China market.

A French citizen, Mr. Henaff began his hospitality career in the United States in 1994. Over the years, he has held key positions with renowned global brands such as The Ritz-Carlton, Rosewood Hotels & Resorts, Cipriani Restaurant Group, Setai Hotels, Three on the Bund, and The Shanghai EDITION.

The first Capella property in China, Capella Shanghai, Jian Ye Li, is uniquely situated in the Hengfu Historic and Cultural Area. How do you think this distinctive location and architectural style contribute to the guest experience?

Capella Shanghai, enhances the guest experience by blending historic Shikumen architecture with modern luxury, offering cultural immersion, exclusivity, and a unique sense of place. Its location in the Hengfu Historic and Cultural Area provides a tranquil, authentic retreat amidst Shanghai’s modernity, creating a memorable and meaningful stay. Here, we invite guests to embark on a timeless journey curated by hotel team.

Shanghai is home to a highly competitive luxury hospitality market. In such an environment, how does Capella Shanghai, Jian Ye Li, maintain its brand uniqueness, attract high-end guests, and ensure their continued loyalty?

We distinguish ourselves through visionary experience curation, offering high-end guests immersive, personalized journeys that reflect Shanghai’s rich heritage and modern luxury. Our Capella Culturists design bespoke itineraries, from private tours to exclusive access to local cultural heritages. We also foster unique community connections by various experiences, such as neighborhood tours and partnerships with local artisans, creating a sense of place.

Could you share insights into the hotel’s primary guest demographics? What kind of experiences do these guests most look forward to during their stay? Are there any particular aspects of the surrounding environment or cultural activities that interest them?

Our hotel primarily attracts couples, families, business professionals, and cultural enthusiasts. Leisure guests seek luxury, relaxation, and personalized service, while business travelers prioritize convenience and efficiency. Cultural and adventure seekers are drawn to the unique local attractions and immersive experiences. As an urban sanctuary, privacy is very important to our guests. Guests highly value our premium accommodations, exceptional dining, wellness offerings, and the ability to tailor their experiences.

Personalized service is a cornerstone of the Capella. How does the hotel’s signature Capella Culturists and bespoke experiences create a truly one-of-a-kind stay for guests?

At Capella, our Capella Culturists are the cornerstone of our personalized service, acting as intuitive guides who craft bespoke experiences tailored to each guest’s preferences. From the moment of booking, they delve into understanding individual interests, curating unique activities such as private cultural tours, exclusive dining experiences, or hands-on workshops. Every detail, from personalized room amenities to tailored dining menus, is thoughtfully designed to reflect the guest’s tastes, ensuring a stay that feels deeply personal and memorable.

What truly sets us apart is our ability to anticipate needs and create emotional connections. Our Culturists go beyond expectations, surprising guests with thoughtful gestures like arranging a private celebration or sourcing rare items that resonate with their passions. This dedication to crafting unique, meaningful moments ensures that every stay at Capella is not just luxurious, but truly one-of-a-kind.

The hotel’s spa and wellness offerings are key areas of interest for guests. Could you introduce Auriga Spa and explain what sets it apart from other luxury hotel spas? Additionally, does the hotel offer other wellness experiences beyond spa treatments?

I’m delighted to introduce Auriga Spa, a sanctuary of holistic wellness inspired by the lunar cycle, a luxury cocoon in city centre. What sets Auriga apart is its unique focus on lunar phases to guide treatments, ensuring a deeply personalized and rejuvenating experience.

Our signature Traditional Chinese Wellness experiences are also a highlight. Self-care is a holistic practice, traditional Chinese Wellness embraces the body holistically and treats the roots cause rather than the symptoms. At Auriga we collaborate with the best practitioners to create a menu of services that retain the authenticity of traditional Chinese medicine, enhanced by the healing environment of the spa. Every session commences with a health and lifestyle consultation as the first step towards your commitment to healing and feel better.

Beyond spa treatments, we offer a range of wellness experiences, including yoga and meditation sessions, fitness programme, Singing Bowl experiences at unique Salt Room. We also launched Capella Boutique last year, embodies luxury and the art of living, offering a curated shopping experience that honours craftsmanship and culture. As a landmark luxury hotel, Capella Shanghai, Jian Ye Li has collaborated with prestigious luxury brands.

As a landmark luxury hotel, Capella Shanghai, Jian Ye Li has collaborated with prestigious luxury brands. Could you share some highlights from past brand partnerships or any upcoming collaborations?

One of the luxury (skincare) brands we’ve collaborated is Carita, an iconic French beauty house.

Our Auriga Spa is the first Spa to introduce CARITA skin care brand in Shanghai.  As their flagship location we offers exclusive treatments delivered by our team of estheticians. The impressive 75 year history of the CARITA’s professional range uses cutting-edge biological new technology, revitalized precious gold, Brazilian tourmaline, and the natural essence contained 5,000 meters under the sea, that helps to unrivaled and immediate repair properties for the skin barrier and plump, so the skin is strengthened to conserve its youthfulness.

French culinary excellence plays a significant role at Capella Shanghai. What makes the hotel’s French restaurant, Le Comptoir de Pierre Gagnaire, particularly special? What are the highlights of its menu offerings, afternoon tea, and exclusive dining events curated in collaboration with renowned French chefs?

Le Comptoir de Pierre Gagnaire is positioned as FRENCH FINE DINING and is nestled within the historical Shikumen area, Michelin-starred Chef Pierre Gagnaire and Ramses Navarro curate a harmonious and elegant blend of French authenticity and contemporary flair. Our ingeniously crafted service ensures an unforgettable experience that exudes a sense of French charm and Shanghai glamour from the 1930’s in a truly intimate ambience.

Other experience highlights include an exquisite afternoon tea with delicate pastries and savory treats, as well as exclusive dining events curated in collaboration with renowned French chefs, offering guests unique gastronomic experiences. The restaurant’s elegant ambience and meticulous attention to detail further elevate its status as a culinary destination.

Chef Pierre Gagnaire visits Shanghai twice a year and he will be here to meet Shanghai diners in the coming April, he will also work with Chef Ramses to craft brand new menus of seasonal creations.

What are your views on the future trends in luxury hospitality? Particularly in China, how do you see the preferences and expectations of high-end travelers evolving? As Chinese consumers increasingly seek personalized and immersive experiences, how should luxury hotels continue to innovate to meet these growing demands?

From my perspective, I believe the future of luxury hospitality, particularly in China, will be shaped by several key trends driven by the evolving preferences and expectations of high-end travelers. High-quality products and keeping innovation will become more significant than ever. Here’s my perspective on how luxury hotels can innovate to meet these demands:

Hyper-Personalization & Exclusive Experiences: Chinese high-end travelers are increasingly seeking bespoke experiences tailored to their individual preference, exclusivity and privacy, from customized room settings, curated dining experiences, to tailored itineraries that reflect the guest’s interests, from cultural exploration to wellness retreats. Creating a sense of exclusivity will be key to attracting discerning guests.

Cultural Immersion: Chinese travelers are placing greater value on authentic, culturally immersive experiences. Luxury hotels should integrate local culture into every aspect of the guest journey, from architecture and interior design to culinary offerings and activities. Collaborations with local artisans and cultural experts can create unique, memorable experiences that resonate with guests on a deeper level.

Multi-Generational Travel: With the rise of multi-generational travel in China, luxury hotels must adapt to accommodate families and groups. This includes offering interconnected rooms, family-friendly activities, and spaces that cater to both younger and older guests. Tailoring experiences to suit different age groups within the same family will be a significant differentiator.

Wellness and Healing: Additionally, offering comprehensive wellness programs – including spa treatments, fitness classes, and mental health support – will be essential to cater to the growing demand for holistic wellbeing – it brings senses of healing. Besides above, brand storytelling and emotional connection are also become more and more significant. By staying attuned to the evolving preferences of high-end travelers and continuously innovating, luxury hotels can not only meet but exceed the expectations of their guests, ensuring long-term success in this dynamic market. As a General Manager, my focus will be on creating unforgettable experiences that combine tradition with modernity, a sense of belonging that lasting for long, ensuring our property remains a preferred choice for discerning travelers.

Having worked with some of the world’s most prestigious luxury hotels, you now oversee the Capella Shanghai in China. What do you see as the biggest challenges in operating a luxury hotel in this market? At the same time, what unique opportunities does the Chinese market present?

The majority of Capella’s guests are experienced and well-traveled individuals who have exceptionally high expectations for exceptional service, personalized experiences, and cultural authenticity. Additionally, the intense competition from both international luxury brands and emerging local players presents a significant challenge. Perhaps the most difficult aspect is attracting and retaining skilled talent in a highly competitive labor market.

However, it is undeniable that the Chinese market is also full of opportunities. The market here is vibrant and continuously growing, embracing the global market more than ever before, and boasts unparalleled diversity. Furthermore, we can leverage Shanghai’s rich and unique history and culture to create distinctive guest experiences. I also believe that as domestic travelers’ demand for luxury accommodations rises, they are increasingly seeking visionary and meaningful exploratory experiences.

In balancing these challenges and opportunities, it is essential to have a deep understanding of local preferences while maintaining globally leading luxury standards.

Interview with Mr. Francis Kuah,
Acting General Manager of The Ritz-Carlton, Xi’an

Mr. Francis Kuah, a native of Singapore, brings extensive experience in the luxury hospitality industry. As a seasoned hotelier, he has amassed 24 years of expertise in service operations at international hotel and resort brands across Singapore, the UAE, and China. He has held key positions with Mandarin Oriental, Fairmont, Shangri-La, and Hilton, successfully contributing to the opening of six hotels. Notably, he served in prominent roles at the iconic Fairmont Peace Hotel in Shanghai. In 2022, Mr. Kuah joined The Ritz-Carlton, Xi’an, as Hotel Manager and currently serves as the Acting General Manager.

An avid outdoor sports enthusiast, Mr. Kuah enjoys hiking as his favorite weekend activity. Every morning, he starts his day with a refreshing jog, showcasing his dedication to a healthy lifestyle. SpaChina interviewed Mr. Kuah to discuss luxury hotel trends in wellness.

How do you view the impact of wellness trends on the future development of luxury hotels globally and in China?

Nowadays hotels are offering more choices of healthy products and consumers are increasingly conscious on the nutritious level of their diet. Global luxury hotels are starting to offer more organic, low sugar, low salt, gluten free and other specialty dietary options. For example, our hotel has been promoting collaboration with local organic farms to ensure the provision of fresh and pollution-free ingredients. This not only meets our guests’ demand for healthy eating, but also enhances the hotel’s brand image and competitiveness.

Luxury hotels are constantly increasing their investment in fitness and leisure facilities. In addition to the regular gym set up, which provides various professional fitness equipment and personal coaching services, hotel is also actively providing guests with various fitness brand collaborations, yoga, bowl chanting and other activities to experience, as well as outdoor sports experiences.

It must be mentioned that the mental and physical health of our hotel ladies and gentlemen are equally important. We have started to pay more attention to the health status of our employees and provide regular health check, fitness classes, psychological counseling, and other benefits. This not only helps improve theirs’ work efficiency and satisfaction, but also provides our guests with a better service experience.

What specific demands related to wellness services and experiences have you observed in the Xi’an market?

From the perspective of hotel operation and development, I believe that the Xi’an market can be provided with more health-related services and experiences, or in another words, our hotel can offer the following aspects to our guests:

Firstly, it is necessary to provide more choices of healthy products, such as fresh and organic ingredients with learning the cooking process. Secondly, there is diverse fitness experience and professional exercise guidance, and yoga that emphasizes physical and mental balance. Finally, it is important to focus on marketing campaigns. With so many products, there must be more comprehensive publicity and promotion to gain more awareness in the market and attract everyone’s attention.

During your career in luxury hospitality, how have guest preferences for their stay experiences changed?

Guests are no longer satisfied with standard room decoration, but tend to prefer a tailor-made setup, customized to meet and exceed their expectations, according to their own preferences and needs. Brand collaborated or themed rooms are also popular.

They hope that a hotel can do personalized itinerary planning for them, including booking local niche activities, recommending tourist attractions that meet their personal interests, arranging private tours, etc., to obtain an unique travel experience.

Hotels can provide convenient digital service platforms as well, such as mobile applications or online platforms, through which hotel information can be easily queried, restaurant and spa services can be booked, bills can be viewed, improving the convenience and efficiency of the guest experience.

We are paying more attention to the integration of the hotel and local culture, hoping to feel the rich local cultural characteristics in the hotel’s architectural style, decoration design, catering services, event arrangements, etc., and deeply experience the local customs and traditions.

There are higher requirements for the artistic atmosphere in the hotel, and people also enjoy the displays of various art works such as paintings, sculptures, photography, or organizing art exhibitions, concerts, cultural lectures, and other artistic activities in the hotel.

You have worked in Singapore, the UAE, and China. What differences do you see in how these regions integrate wellness concepts into luxury hotels?

Due to the influence of its geographical environment, luxury hotels in Singapore are often adjacent to natural landscapes or intentionally create natural gardens and other landscapes within the hotel, providing guests with a peaceful space away from the hustle and bustle of the city, allowing them to naturally relax and unwind. Singapore also attaches great importance to healthy eating and daily exercise. Hotels regularly change their menus and provide professional fitness equipment for guests to use.

Luxury hotels in the United Arab Emirates tend to focus on creating high-end and luxurious wellness facilities, such as personalized services, private concierge services, personal butlers, and on-site private kitchens. Due to its international nature, luxury hotels place greater emphasis on providing guests with diverse cultural experiences, including local travel experiences, dining, and sightseeing shopping.

How does the Spa service at The Ritz-Carlton, Xi’an reflect a combination of modern and traditional Chinese health philosophies?

By combining modern technology with traditional methods, we actively promote product innovation. Traditional Chinese Medicine (TCM) health preservation is increasingly sought after by people, and the lifestyle, dietary habits, and daily routines of modern urbanites are also promoting the younger and more urbanized development of TCM. Ancient fitness techniques and Eight Section Brocade are also popular among young people. For example, our spa has specially launched treatments that combine Chinese health massage techniques, as well as innovative thermal therapy that combines chanting bowl therapy, which have been well received and praised by customers.

Are there other types of wellness activities that integrate the concept of wellness into guest experiences to meet the needs of both local and international guests?

We regularly provide guests with fitness, bowl chanting, or healthy cooking courses, and also recommend local organic farm visits in Xi’an to our guests. For parent-child families, we offer kids swimming classes, parent-child yoga, etc.

I love outdoor sports, especially hiking. I often recommend hiking routes to interested guests, especially guests who love outdoor sports and exploration. It’s a very personal sharing.

How can wellness concepts be incorporated into dining services?

Very importantly, the selection of ingredients. In addition to the partnership with local organic farms, we also plant potted vegetables in the hotel restaurant, shortening the distance from the previous “farm to table” and achieving “freshly picked and made” in a way which is completely visible to guests. The restaurant’s dishes will also be updated according to the season, and the seasonal limited menu mainly features selective ingredients.

Our lobby lounge has launched a Chinese tea selection according to the needs of our guests, catering to business guests who love Chinese tea. We have specifically handpicked a local-sourced pomegranate tea for our guests upon check-in. Drinking it in summer is sweet and sour to relieve heat, while in winter it warms and nourishes the body and mind.

Xi’an is also known as the City of Gastronomy, and our hotel provides snacks with local characteristics. For example, Shaanxi Pao Mo (Pita bread soaked in mutton soup), a favorite food of Xi’an people, very suitable for eating in winter.

What is your vision for the future of luxury hotels in the wellness domain, particularly at The Ritz-Carlton, Xi’an?

This is a very good trend and I personally think it will inevitably be the definite direction for the future development of luxury hotels. The pursuit of luxury hotels is no longer just about providing guests with a comfortable place to stay. The Ritz Carlton, Xi’an has always wanted to truly become a home away from home for guests in Xi’an, providing them with the warmth and care of returning home.

How do you view the younger generation of guests? What unique requirements do they have for their hotel stays?

Based on my observation, I believe that the new generation or as we call them “Gen Z”, is more interested in pursuing personalized experiences. They are very interested in hotels’ unique themed rooms, brand collaborations, and even hotels’ unique design and art collections. Simultaneously emphasizing social interaction, our lobby lounge and Flair bar are popular places among young people. At the same time, influenced by social media, they love taking photos and sharing them on social media platforms. Therefore, the appearance and display of hotel products is also very important. For example, the pink furry Christmas tree in our lobby lounge this year is very popular among young girls. But we found that the lighting in the lobby lounge was not bright enough, so I specially placed fill lights in the lobby lounge and turn them on when they take photos, so that they can take satisfactory pictures. Posting them on social media is also a great promotion for us.

Interview with Mr. Christian Kronast,
General Manager of The Temple House

The Temple House, a member of The House Collective, with its current General Manager, Mr. Christian Kronast, is marking a vibrant new chapter in its journey. Nestled in the bustling Taikoo Li area of Chengdu and adjacent to the historic Daci Temple, The Temple House blends Chengdu’s rich cultural heritage with modern luxury. Known for its MICHELIN-Starred restaurant Mi Xun Teahouse, award-winning Mi Xun spa, and innovative design, it stands as a beacon of hospitality in Southwest China.

With over two decades of global experience in hospitality, Christian brings an impressive resume, including leadership roles with InterContinental Hotels Group and pre-opening two Crowne Plaza Hotels in Oman and Indonesia. His passion for wellness, sustainable practices, and cultural exploration perfectly aligns with The Temple House’s ethos of delivering authentic and memorable guest experiences.

SpaChina had the privilege to speak with Christian about his journey, vision for The Temple House, and how he plans to harmonize Chengdu’s traditions with the evolving expectations of modern luxury travelers.

What attracted you to the GM role of The Temple House, and what you are most excited about in working here? With over two decades of experience in hospitality, how are you integrating your past experiences into your role at The Temple House?

The Temple House is inspired by its contemporary design and respect for Chengdu’s rich cultural traditions, which has always fascinated me.

I am thrilled to have the opportunity to lead such an iconic hotel renowned for its unique blend of traditional Chinese architecture and modern design. I am most excited about immersing myself in the vibrant culture of Chengdu and working with a talented team to continue delivering exceptional guest experiences that reflect the essence of this extraordinary city.

My extensive background in luxury hospitality has taught me the importance of personalised service and creating memorable experiences for guests. At The Temple House, I plan to draw upon these experiences to enhance our service further, ensuring every guest feels valued and cared for. My previous roles have also instilled a deep respect for local culture, which I intend to uphold by continuing to integrate Chengdu’s elements into our offerings, creating a truly immersive experience for our guests.

Chengdu is famous for its rich culture and vibrant modern scene, and The Temple House is known for its blend of cultural heritage and modern luxury. How do you incorporate these elements into the guest experience?

The Temple House celebrates Chengdu’s culture and strives to reflect this in every aspect of the guest experience. From the meticulously restored heritage buildings to our contemporary art collection, each element is thoughtfully curated to showcase the city’s rich history alongside its dynamic modernity. We offer guests an authentic connection to Chengdu through tailored experiences, ensuring they experience both luxurious stay and deeply rooted in the local culture.

With your background in Food & Beverage operations and experience with MICHELIN-starred establishments, how is your expertise influencing the culinary offerings at The Temple House?

Food and beverage are integral to the guest experience. At The Temple House, we are committed to offering innovative dining experiences that reflect Chengdu’s culinary heritage. Drawing on my previous experience, I work closely with our culinary team to elevate our dining experience. For example, we will continue to promote a sustainable dining experience at Mi Xun Teahouse while offering guests in Chengdu a taste of Italian cuisine at Tivano. This approach provides local and international guests diverse and vibrant dining options for an unforgettable culinary journey.

The Temple House boasts an award-winning spa, Mi Xun Spa. As someone passionate about wellness and sustainability, how do you plan to promote healthy living, sustainable practices, and your SPA treatments and other wellness activities?

At Mi Xun, we are dedicated to a holistic approach to wellness that incorporates sustainability in every aspect. We prioritise natural, locally sourced products wherever possible, such as our use of bamboo in the signature bamboo massage – a traditional therapy that reflects both local culture and sustainable practices. Additionally, our Mi Xun Teahouse presents the “Farm-to-Table” MICHELIN Tasting Menu featuring locally sourced ingredients, promoting sustainable catering through both wellness and dining experiences. We will continue exploring partnerships with local farms to further embed sustainability in our offerings, ensuring a positive impact on our community and environment.

Health and wellness trends are constantly evolving globally. How do you ensure that The Temple House stays ahead of these trends? How do you plan to innovate and enhance existing spa and wellness facilities to meet modern guest expectations?

We continuously monitor emerging trends and guest preferences, allowing us to introduce the most appropriate treatments. Innovation is key, and offering customised treatments based on guests’ needs is a winning formula. We will meet our guests’ changing needs by updating our products and techniques from time to time, such as offering personalised face and body treatments, tailoring exclusive treatments to each guest’s different skin conditions.

The Temple House is part of The House Collective, known for its unique luxury experiences. How do you plan to maintain and enhance its distinctiveness?

The “Houses Not Hotels” approach is what makes The House Collective so distinctive. At The House Collective, we celebrate the individuality of the cities, our guests, and our team. Every aspect of the experience, from design to service, is focused on creating a sense of place and connection. At The Temple House, our heritage architecture pays tribute to Chengdu’s history, while the modern artworks and contemporary design celebrate the city’s forward-thinking culture. Moving forward, we will continue cultivating creative collaborations with local artists and designers, and curating cultural programmes that reflect Chengdu’s dynamic personality.

Having lived in eight different countries, how has this diversity of cultural experiences shaped your approach to hospitality and guest relations?

Living in various countries has given me a profound appreciation for cultural diversity and the importance of understanding and respecting different customs and traditions. True luxury lies in personalisation, and I strive to create an environment where guests feel at home, regardless of where they come from. I value empathy and open-mindedness, which are essential in building genuine connections with guests and creating memorable experiences.

As someone who loves travel and adventure, how do your personal interests influence your vision for The Temple House? How do you see travel trends changing globally in the next five years?

For me, travel is about discovery experiences, and I believe a hotel should be the gateway to these experiences. At The Temple House, we create opportunities for our guests to explore Chengdu in ways that go beyond the ordinary – whether through curated tours of the city’s modern art scene, or bespoke experiences that immerse guests in local culture. As for global travel trends, I foresee a continued shift towards experiential travel, where guests seek authentic and immersive experiences.