Langham general manager says service is the key in hospitality
Print Edition
A part-time job as a hotel bellman that Australian John O’Shea took during one of his university vacations proved to be the beginning of an international hotelier’s career that has been both fulfilling and successful.
As a hospitality veteran of more than three decades, 18 as a general manager or managing director of high profile hotels in his native country as well as Thailand, Malaysia, Japan and China, O’Shea has an impressive resume. He was granted Shanghai’s Magnolia Silver Award in 2010 for his outstanding contribution to the World Expo — the only hotelier to receive the award. It remains the highest honor for foreign citizens living in the city since its set up in 1989.
“It was indeed a great honor for me to receive the Magnolia Award,” O’Shea, now general manager of The Langham Xintiandi, Shanghai, told Shanghai Daily. “I was with Starwood Hotels & Resorts at that time and we worked closely with the foreign affairs office then and had many important country leaders stay at our property, which is located very close to the Expo site.”
A 28-year Starwood veteran before taking the helm of the Langham flagship property in China two years ago, O’Shea is the kind of general manager who is a stickler for high standards.
“I am fair but ruthless in terms of standards,” he said. “Software is what really counts to be truly luxury in my opinion. Some little touches and the service element is what finally makes the difference.”
The Langham Xintiandi, a 357-room luxury property in the city’s elegant and lively Xintiandi area, also boasts great facilities to help differentiate it from counterparts.
Start with The Langham Club, where a more bespoke experience is offered to guests; T’ang Court, the signature Chinese restaurant which serves a wide selection of authentic Cantonese masterpieces, some of which have won international acclaim; and Chuan Spa, where a sensual selection of spa treatments incorporate traditional Chinese medicine. There’s also the Chairman and Presidential suites, where ultimate extravagance and supreme elegance await guests.
Helming a great hotel under a great brand in a great location, O’Shea said he loves working everyday and really enjoys his life in the city, particularly around the Xintiandi area.
“A general manager’s job is very stressful but in my opinion it is the best job in the world,” said O’Shea, whose first full-time job was as a trainee manager at Starwood, a job that offered a low salary but good education. “It is a great satisfaction to help develop young people, giving me opportunities to interact with guests and after all, it is not a mundane or routine job.”
The Australian is very focused on looking for potential talent. So far, over 21 of his colleagues have become general managers at other hotels.
“I really enjoy that aspect,” he said. “It kind of keeps me young because hospitality is a young industry.”
The other thing the general manager enjoys is interacting with his customers. One of his favorite things to do, for example, is to get in the elevator, meet other guests, introduce himself and then ask how they are enjoying their stay and whether there is anything the hotel can do better.
“It’s all about how do we get better, better and better,” O’Shea said. “What I have learned in the industry over the past three decades is that your attitude, either positive or negative, is your own choice and that should not be influenced by anyone else. And there is always a way to win so don’t give up.”
Already a top five hotel in terms of rooms revenue per available room among the city’s more than 3,900 hotels rated by Trip Advisor, The Langham Xintiandi aims to be the best luxury hotel in the city.
“That is my vision,” he said. “We should be consistently looking at the long-term big picture.”
The general manager also has some short-term plans. He hopes to reduce corporate business to about 30 percent from its current proportion of 40 percent while raising leisure business to 40 percent from 30 percent now by 2018, with MICE and group business remaining unchanged at around 30 percent, a business mix he thinks may help boost the hotel’s revenue.
As for this year, a pick up in demand for luxury hotels in downtown Shanghai coupled with a long-anticipated slowdown in supply, is leading the hotel to its best-performing year in terms of occupancy, according to the general manager.
A family man, O’ Shea enjoys living in Shanghai with his wife and two children.
He enjoys jogging and is a true barbecue lover, which remains a weekly ritual for O’Shea and his family. He also coaches a boys’ team at Shanghai Rugby Club.
Best deal
In this festive season, stay longer with Linger Longer for less which offers guests savings (up to 20 percent discount) from now until February 28, 2015.
For details and reservations, please contact tlxtd.resv @langhamhotels.com or call 2330-2299.
GM’s Favorite
John O’Shea enjoys the most the Sunday Brunch at Cachet Restaurant with his family and friends. He loves the roast Australian beef from the roast and cutlet station, and the free-flow Bollinger champagne simply makes the brunch experience perfect.
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