Pioneering Chinese female hotelier
By Yao Minji |
April 26, 2012, Thursday
|
Print Edition
Print Edition
XU Xiaojun, the general manager of the JW Marriott Hotel Hangzhou, is a rare case of a Chinese and female general manager of a prestigious international brand. Most general managers of luxury hotels in big Chinese cities are Western males.
The executive has worked in the hotel industry for more than 20 years, making her way up from the front desk to "GM of the Year," an honor conferred by the group. It's surprising that she describes herself as an introvert.
"It might surprise you, but I took a test when I first started in the business. It showed that I'm the introvert type. I take the test every once a while, and it's been moving toward the other end every single time," Xu tells Shanghai Daily.
At the first glance, Xu does seem quite unlike the typical enthusiastic, outgoing and talkative hoteliers who seem to have been born for networking and social activities. The native of Suzhou, Jiangsu Province, seems to typify the graceful women of her hometown, with a smile that is natural and friendly, but not too assertive.
"Westerners tend to have more creative ideas while Chinese are great in completing execution. Men usually pay more attention to the larger picture of the development when women are great in details," Xu observes.
"Aware of these differences, I've been trying to learn from my opposites, Westerners and males, and find the balance to become a better hotelier."
In 2008, while working as resident manager of Renaissance Shanghai Yuyuan Hotel, she was offered the post of general manager of the Renaissance Wuhan, the group's first hotel in central China. That made her the first Chinese female general manager of the group on the Chinese mainland. Today she is one of four.
"I definitely hesitated, but I just couldn't refuse any challenges and I was confident I could take some adventurous steps," she recalls.
"It was extremely challenging, because the market there was not as mature as in places like Shanghai, Beijing or Hangzhou. We racked our brains to organize interesting and creative activities that didn't necessarily make profits, but greatly helped in developing the market and promoting the Marriott culture."
It was there Xu earned "GM of the Year" award by achieving the seemingly impossible. The room occupancy rate improved dramatically during her Wuhan stay of a little more than two years.
This February, she took up the challenge of helming the JW Marriot Hotel Hangzhou and Courtyard by Marriott Hangzhou Wulin. It is the first time Xu has managed a twin-tower venue with two hotels of different brands, each with different marketing focus.
She tackles the issues, since the hotel doesn't have the best location near scenic West Lake. Thus, guests may opt for the less expensive Courtyard if they see no significant difference in the two venues.
"It is a challenge, but as always, I'm very confident about taking it on and overcoming it," she says calmly and affirmatively.
"Confidence is very important. I can see our disadvantages, but I'm also confident about our great feature. It is still very close to West Lake with convenient traffic, it is also close to the Wulin commercial area, we have great MICE facilities and with two hotels we have more varieties in prices and rooms."
As the new GM, Xu's strategy is clear - to separate and distinguish the luxury JW Marriott with great dining and exclusive facilities and the less expensive Courtyard with express services and affordable prices.
Since taking over, Xu has been working out exactly how JW Marriott can further improve the exclusive experience of its guests.
Not only is she concerned about a better experience for guests, but also keen on creating an appealing and rewarding work environment for all employees.
"Marriott has a great tradition and culture of providing a comfortable environment. They are keen on nurturing more Chinese executives and I have benefitted from that commitment. Today we have quite a few Chinese general managers all over the country, and many more are working as residential managers," Xu says. "I definitely want to continue with that tradition and culture here in Hangzhou."
Best Deals
JW Marriott's executive floors have special packages for guests staying for more than three nights, and this includes access to the executive lounge with a spectacular view.
GM's Favorite
JW Marriott offers a variety of stylish and atmospheric restaurants and lounges. GM Xu Xiaojun highly recommends the Cru Steak House, one of the best of its kind in town. The oyster plate at the steak house is a classic that has drawn many guests back.
Footprint
February 2012 ~ present: General manager of JW Marriot Hotel Hangzhou & Courtyard by Marriot Hangzhou Wulin
June 2010 ~ February 2012:General manager of Courtyard by Marriot Shanghai Xujiahui
February 2008 ~ June 2010: General manager of Renaissance Wuhan Hotel
March 2007 ~ February 2008: Resident manager of Renaissance Shanghai Yuyuan Hotel
September 2004 ~ February 2007: Director of Rooms of Renaissance Suzhou Hotel
The executive has worked in the hotel industry for more than 20 years, making her way up from the front desk to "GM of the Year," an honor conferred by the group. It's surprising that she describes herself as an introvert.
"It might surprise you, but I took a test when I first started in the business. It showed that I'm the introvert type. I take the test every once a while, and it's been moving toward the other end every single time," Xu tells Shanghai Daily.
At the first glance, Xu does seem quite unlike the typical enthusiastic, outgoing and talkative hoteliers who seem to have been born for networking and social activities. The native of Suzhou, Jiangsu Province, seems to typify the graceful women of her hometown, with a smile that is natural and friendly, but not too assertive.
"Westerners tend to have more creative ideas while Chinese are great in completing execution. Men usually pay more attention to the larger picture of the development when women are great in details," Xu observes.
"Aware of these differences, I've been trying to learn from my opposites, Westerners and males, and find the balance to become a better hotelier."
In 2008, while working as resident manager of Renaissance Shanghai Yuyuan Hotel, she was offered the post of general manager of the Renaissance Wuhan, the group's first hotel in central China. That made her the first Chinese female general manager of the group on the Chinese mainland. Today she is one of four.
"I definitely hesitated, but I just couldn't refuse any challenges and I was confident I could take some adventurous steps," she recalls.
"It was extremely challenging, because the market there was not as mature as in places like Shanghai, Beijing or Hangzhou. We racked our brains to organize interesting and creative activities that didn't necessarily make profits, but greatly helped in developing the market and promoting the Marriott culture."
It was there Xu earned "GM of the Year" award by achieving the seemingly impossible. The room occupancy rate improved dramatically during her Wuhan stay of a little more than two years.
This February, she took up the challenge of helming the JW Marriot Hotel Hangzhou and Courtyard by Marriott Hangzhou Wulin. It is the first time Xu has managed a twin-tower venue with two hotels of different brands, each with different marketing focus.
She tackles the issues, since the hotel doesn't have the best location near scenic West Lake. Thus, guests may opt for the less expensive Courtyard if they see no significant difference in the two venues.
"It is a challenge, but as always, I'm very confident about taking it on and overcoming it," she says calmly and affirmatively.
"Confidence is very important. I can see our disadvantages, but I'm also confident about our great feature. It is still very close to West Lake with convenient traffic, it is also close to the Wulin commercial area, we have great MICE facilities and with two hotels we have more varieties in prices and rooms."
As the new GM, Xu's strategy is clear - to separate and distinguish the luxury JW Marriott with great dining and exclusive facilities and the less expensive Courtyard with express services and affordable prices.
Since taking over, Xu has been working out exactly how JW Marriott can further improve the exclusive experience of its guests.
Not only is she concerned about a better experience for guests, but also keen on creating an appealing and rewarding work environment for all employees.
"Marriott has a great tradition and culture of providing a comfortable environment. They are keen on nurturing more Chinese executives and I have benefitted from that commitment. Today we have quite a few Chinese general managers all over the country, and many more are working as residential managers," Xu says. "I definitely want to continue with that tradition and culture here in Hangzhou."
Best Deals
JW Marriott's executive floors have special packages for guests staying for more than three nights, and this includes access to the executive lounge with a spectacular view.
GM's Favorite
JW Marriott offers a variety of stylish and atmospheric restaurants and lounges. GM Xu Xiaojun highly recommends the Cru Steak House, one of the best of its kind in town. The oyster plate at the steak house is a classic that has drawn many guests back.
Footprint
February 2012 ~ present: General manager of JW Marriot Hotel Hangzhou & Courtyard by Marriot Hangzhou Wulin
June 2010 ~ February 2012:General manager of Courtyard by Marriot Shanghai Xujiahui
February 2008 ~ June 2010: General manager of Renaissance Wuhan Hotel
March 2007 ~ February 2008: Resident manager of Renaissance Shanghai Yuyuan Hotel
September 2004 ~ February 2007: Director of Rooms of Renaissance Suzhou Hotel
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