Lessons from the Frontlines of Hospitality in South China

Every month, Take 5 sees a PRD resident answer five questions on whatever our editors feel like asking.  

Richard Liu is a man who knows hospitality. The industry veteran has worked at all levels of the tough and competitive hotel business – from bellhop to general manager – and has learned a thing or two along the way. Now, having arrived as the new GM of DoubleTree by Hilton Guangzhou, this master hotelier and tea aficionado is hoping to draw on a lifetime of experience to leave his mark on one of the city’s most coveted accommodations. We sat down with Liu to get his two cents on challenging guests, social media and going the extra mile. 

What is the most difficult guest situation that you have had to deal with?  
From my standpoint as a hospitality employee, there’s no such thing as ‘the most difficult’ guest situation. It’s how you cope with these situations that matters. Through solving problems for hotel guests, you will earn their loyalty and even friendship. 

How do you view social media's role in the hospitality industry?  
Social media is a double-edged sword for the hotel industry. On the one hand, it lets us spread our promotions rapidly, but social media can also be destructive. Take the recent viral report on the bad hygiene of China’s five-star hotels. We have to make use of these tools but also be sure to always put our best face forward.

If you go to a hotel as a guest, what’s the most important element you pay attention to?    
It depends on the purpose of my trip. Hygiene, privacy and detailed service are fundamental. If it’s a business hotel, executive facilities come first; for a resort hotel, facilities tailored for children become a significant priority. 

What does it take to be successful in the hospitality business?  
Diligence, sacrifice and a willingness to learn.

What is it that makes your current employer, Doubletree by Hilton Hotel Guangzhou, really stand out?  
First of all, it’s the location of the hotel being in the heart of old Guangzhou, where different aspects of traditional Cantonese culture converge. We’re also in close proximity to the popular shopping street – Beijing Lu. It’s very convenient for our guests to experience local customs, which is a priority for many of them.

Secondly, it’s a fitting hotel for the area, delivering five-star service that isn’t too over-the-top. It’s no surprise we stay busy – throughout the year we’ve seen a 90 percent room occupancy rate. 

Finally, DoubleTree by Hilton Guangzhou offers a unique personal touch with meticulous attention to detail, whether it’s our well-received welcome cookie or our xiguan-inspired conference room. 

Responses have been edited for clarity and length.

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