Profile | Raghu Menon

Raghu Menon, general manager of The Ritz-Carlton in Shenzhen, believes the key to staying competitive is to engage the staff and create a unique experience for the guests.

The hotel, just opposite the Shenzhen Convention and Exhibition Center, has been operating in the city's most competitive area for luxury hotels for more than four years.

"To put the best interests of our guests first is not only about solving the problem, but to create a wonderful memory for them to carry for the rest of their lives," Menon says.

In July, the hotel launched a brand-new initiative called The Art of The Craft, which Menon believes will "provide a great opportunity to recognize our ladies and gentlemen for their outstanding performances".

Duty manager Patrick Wang is one of the award-winners for his warm and personalized services.

In December last year, Wang noticed that a long-staying guest from the United States would have to spend Christmas at the hotel, and was very disappointed about being away from his family.

After discussing the situation with the guest relations team, Wang led the initiative to give the guest a handmade, personalized Christmas card. Twenty-six employees of the hotel were photographed holding up letters that spelled: "Dear Mr Taylor, Merry Christmas".

Wang also collected holiday greetings from as many colleagues as possible for the card.

"I will never forget the ladies and gentlemen at The Ritz-Carlton, Shenzhen. Your warmth and genuine care touched my heart deeply, and you are my family in China for-ever!" Taylor says in an e-mail to Menon a few days later after returning home.

Founded in 1983, with a heritage stretching back to famed hotelier Cesar Ritz, The Ritz-Carlton now has more than 38,000 employees at 80 properties, all subscribing to the motto: "We are ladies and gentlemen serving ladies and gentlemen."

The Ritz-Carlton collects feedback from guests and conduct regular polls at each hotel to track resolution and satisfaction.

"We discuss the results with the team at weekly meetings, and seek tools to make improvements based on the true facts. This special measurement helps us continuously improve," Menon says.

Previous hotel manager at The Ritz-Carlton, Beijing & JW Marriott Hotel, Beijing before taking up his Shenzhen post in October last year, Menon finds the staff here younger and from different parts of the country.

"We always create a sense of belonging so staff feel at home, so they, in turn, can make guests feel at home," he notes.

Contact the writers through chenhong@chinadaily.com.cn.

(China Daily USA 10/03/2013 page15)