In conversation with Anas Bencheqroun, General Manager, The Ritz-Carlton Hong Kong (Exclusive Interview)

How is The Ritz-Carlton positioned in Hong Kong’s luxury hospitality sector? USP’s, comp set, guest profile 

Being the highest hotel in the world, The Ritz-Carlton, Hong Kong is located from the floors 102 to 118 of the International Commerce Center, offering a unique and magnificent setting with unparalleled views of the city and the iconic Victoria Harbor.

The hotel is also located near the West Kowloon Cultural District, which serves as the city’s newest hub for art, culture, education, and recreational activities. We do have direct connections to Hong Kong International Airport, with a 20-minute Airport Express ride, and only an 8-minute walk from West Kowloon Station. The high-speed train station connecting to China is conveniently placed within the Elements Mall, which is a luxurious shopping destination attached to the hotel lobby.  

The hotel features 312 guest rooms, all of which offer spectacular city and harbor views. We offer five dining venues, including the Michelin-starred Italian restaurant Tosca di Angelo, the two-Michelin-star Chinese restaurant Tin Lung Heen, The Lounge & Bar for an international all-day dining menu with plant-based options, and Café 103, which serves signature afternoon tea. Topping it all off is Ozone, the highest rooftop bar in the world, situated 490 meters above sea level and providing a truly stunning venue.

In addition, the hotel proudly holds the coveted accolades from Forbes Travel Guide 2024, including a 5-star rating for its Cantonese restaurant Tin Lung Heen, and The Ritz-Carlton Spa, Hong Kong. Tin Lung Heen has been awarded two MICHELIN stars for 12 consecutive years, and the hotel’s Italian restaurant Tosca di Angelo has held one MICHELIN star for 11 years. Tin Lung Heen has also been recognized with the prestigious one diamond in the Black Pearl Restaurant Guide. The hotel has been listed among the Top 10 Hotels in Hong Kong by the esteemed Condé Nast Traveler, and has been lauded as one of the finest hotels in Hong Kong by Travel + Leisure Southeast Asia. It has also captured the top spot in the prestigious DestinAsian’s 17th Readers’ Choice Awards, recognized as the number one hotel in the Best Hotels in Hong Kong category.

Hong Kong has had a slower post pandemic recovery. What is your view and what are your expectations for 2024? 

While Hong Kong’s post-pandemic recovery took longer than other major global destinations, the outlook for 2024 is optimistic. We have started to see a gradual return of international visitors from both long-haul and short-haul markets, as well as a revival in local demand as consumer confidence and spending power increase. We have been witnessing a gradual return of business activity, as Hong Kong remains one of the top international destinations for trade shows and events. The city is hosting over 150 events this year, catering to a wide range of industries.

The unique blend of Chinese heritage and international exposure that defines Hong Kong makes it a fascinating destination, even as a stopover for those visiting Southeast Asia. Additionally, the Greater Bay Area, which is relatively easily accessible, will provide business opportunities for meetings and events. These factors collectively make Hong Kong an attractive destination for international travelers.

Which are the changes in the guest profile? (If any) How important are the local patrons? (non residing guests)

The guest profile at The Ritz-Carlton, Hong Kong has seen some shifts in the post-pandemic era. Business travelers have always been a key market, and with the changes in corporate travel, the flexibility of working from home, and the rise of online meetings, we are seeing this segment gradually returning to pre-pandemic levels. Furthermore, the increasing frequency of trade shows being held in Hong Kong and the Greater Bay Area has strengthened the intent of business travelers to visit our destination. 

As for leisure travelers, again, we have been gradually seeing a return to pre-pandemic levels. Hong Kong is a shopping, art, culture, and culinary paradise – the cruise segment is also making a great comeback.

What has been your approach to maintain consistency in the highest service standards? 

Maintaining the highest service standards is a top priority at The Ritz-Carlton, Hong Kong. We have a comprehensive training program for our Ladies and Gentlemen, emphasizing our Gold Standards, including Three Steps of Service, Employee Promise, Credo, 12 Service Value and, last but not the least, our Motto “We are Ladies and Gentlemen Serving Ladies and Gentlemen”. 

We also invest heavily in the continuous development and upskilling of our team, ensuring every Ladies and Gentlemen equipped to anticipate and exceed guest expectations. Additionally, we have implemented rigorous quality control measures and regular feedback mechanisms to ensure consistency in service delivery across all touchpoints.  

Empowering our Ladies and Gentlemen is the DNA of our service approach. This ensures that every guest is meticulously cared for and attended to in the most exceptional manner, at every level of service.  We are overjoyed to share that Marriott International has been recognized as the top-ranked organization on the prestigious Best Workplaces in Greater China 2023 list, as determined by the esteemed Great Place to Work institute. This remarkable achievement serves as a testament to our unwavering dedication to cultivating an exceptional workplace culture that champions collaboration, fosters innovation, and prioritizes the well-being and fulfillment of our associates.

Luxury properties in the most diverse destinations worldwide continue to be challenges by staffing, from finding talent to motivating and retaining talent. 

Staffing challenges, including recruiting, motivating, and retaining talent, remain a significant subject matter for luxury properties worldwide.  We have addressed this by putting our people first and equipping them with the best tools to foster their success.  We are deeply committed to developing our employees and have supported our Ladies and Gentlemen with extensive training and professional development opportunities. We also prioritize cultivating a positive and inclusive work culture, where our employees feel valued and empowered to deliver exceptional service. In our Service Value #8, we emphasize that our Ladies and Gentlemen will have the opportunity to continuously learn and grow.

By prioritizing our people and their growth, we have been able to overcome the staffing challenges that often plague the luxury hospitality industry.

Is there a recipe in maintaining desirability while retaining relevance and value? 

Yes, three main ingredients:

• Continue to nurture the talents and people around you, so that they can truly thrive and excel in the environment where they feel valued and recognized.
• With such, our Ladies and Gentlemen will then naturally engage with guests, ensuring the highest levels of guest satisfaction by delivering exceptional service and creating memorable experiences.
• Our guests will be loyal not only because of the great product we offer them, but mostly due to the great memories our Ladies & Gentlemen helped creating while visiting. This continuously help the business to grow while improving our offerings and striving for excellence.

How are your F&B and wellness offerings conceived? 

The Ritz-Carlton, Hong Kong’s F&B and wellness offerings are curated to provide our guests with exceptional experiences that cater to their diverse preferences and needs. Our Michelin-starred restaurant showcases the finest local and international cuisines, prepared with the highest quality seasonal ingredients and executed with impeccable attention to detail. Ozone bar, the highest rooftop bar in the world, features innovative cocktails inspired by the spectacular view from 490 meters above sea level and local elements.

The Ritz-Carlton Spa includes wellness and recreational facilities, such as an award-winning treatment offering, indoor infinity swimming pool, and state-of-the-art fitness center. The idyllic spa offers the Ritz-Carlton Meaningful Wellness Journey, which aims to provide personalized wellness journeys designed to rejuvenate guests’ minds and bodies holistically, promoting a balanced and healthy lifestyle. The Spa offers a collection of signature massage treatments, as well as a new line of soothing facial treatments that combine Western and Asian influences, incorporating traditional techniques and indigenous ingredients to help balance and renew the mind, body, and soul.

Do you plan any novelties for 2024? 

For 2024, The Ritz-Carlton, Hong Kong is thrilled to unveil an array of captivating new offerings for our discerning guests. We have forged partnerships with several esteemed luxury brands to create a remarkable afternoon tea experience, as well as a one-of-a-kind four-hand culinary collaboration to showcase our outstanding culinary prowess.

Atop the hotel, guests can indulge in an exclusive shift promotion at Ozone, the world’s highest rooftop bar in the world, where they can savor innovative cocktails while drinking in the breathtaking views.

As for our acclaimed Ritz-Carlton Spa, we will continue elevating our guests’ well-being through curated partnerships with renowned wellness brands. These collaborations will deliver a meticulously curated schedule of immersive experiences, allowing our guests to fully embrace holistic wellness during their stay.

Which are your top 5 off-the-beaten-track tips in Hong Kong? 

1. Immerse yourself in the captivating cultural offerings of the West Kowloon Cultural District, including the acclaimed M+ Museum, the iconic Palace Museum, and the mesmerizing Xiqu Center.
2. Experience the vibrant energy of Temple Street, the bustling Ladies’ Market, and the captivating Fish, Birds, and Flower Market, all within a 15-minute limousine ride from the hotel.
3. Embark on a breathtaking hike along the Dragon’s Back, where you can soak in panoramic vistas and reconnect with nature.
4. Discover the charming fishing villages and savor the local seafood delicacies of the outlying islands, such as Lamma Island and Cheung Chau, just a 40-minute boat ride away.
5. Visit the Tian Tan Buddha, also known as the Giant Buddha, which is regarded as the largest outdoor bronze statue of Buddha in the world. Be sure to also pay a visit to the serene Man Mo Temple and the renowned Wong Tai Sin Temple, both iconic attractions in Hong Kong.

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