An Interview with General Manager Finalist Richard Hatter - Hotelier Awards 2018

 

In terms of opportunities that were valuable to my career development as a hotelier, I can narrow it down to three key things: the career opportunities, the one-of-a-kind friendships, and the learnings of how to truly care for others.

 

I have always wanted travel to be a core part of my life, and as a result I chose an “international hospitality career.” I have lived in nine cities outside the UK and had the privilege of being the General Manager of five-star hotels in the United Kingdom, the British Virgin Islands, Bahrain, Dubai, Indonesia, China, Singapore, and now at Hotel ICON Hong Kong. 

 

Prior to joining Hotel ICON in 2009, I held various senior management positions and corporate development roles with Shangri-La Hotels and Resorts from 2000 until 2009. I was tasked to oversee the renovations and re-branding of over 30 hotels, while managing the expectations of demanding hotel owners. Looking back, it was a remarkable journey. I will forever be grateful for my mentor, Edward Kuok for guiding me with his wisdom through the victories and challenges during my years at Shangri-La. Especially, during the economic turmoil caused by the stock market crash in 2008, Edward was able to help me overcome the difficult time by offering his utmost support and knowledge.  

 

Growing up as a “third culture kid,” I made it my absolute priority to always give back to the community and ensure that opportunities were available to ALL regardless of gender, race, ethnicity, or country of origin. Hence, while I was not directly responsible for training, I always committed myself to grooming the mid-level managers to take over more senior roles. Additionally, as a result of my keenness to develop others, I became instrumental in organising new personnel, training and planning structures for Shangri-La during my tenure.

 

 

In designing the ICON brand, I collaborated with a small “Ocean’s Eleven” team, including Ian Lee and Susana Fok and owners who entrusted me with confidence. We spent 16 months curating the brand essence, design and visual identity. Other key inspirational figures in this journey of formulating the brand identity are Board Chairman, Victor Lo, the President of the University, Professor Timothy Tong and the Dean of School of Hotel and Tourism Management, Professor Kaye Chon.

 

Experience has taught us that we can build a brand on our own as long as we are persistent in our principles and our core values.

 

Together with my team, I put in place inventive-based learning that creates outstanding ambassadors for the region’s tourism industry. I also initiated our human capital service philosophy and training initiative called “We Love to Care.” By enhancing our skills and knowledge around the mission, “excellence in customer service and an understanding of emotional intelligence”, “We Love to Care” has guided the ICON team to focus on creating personalised experiences, ensuring each guest feels at home on the property.

 

 

 

As an Adjunct Associate Professor, during my first lecture at the School of Hotel Tourism Management (Hong Kong Polytechnic University), the students in my class originating from different countries made me acutely aware of the unique talents and abilities of “third culture kids” and what they can bring to today’s multicultural workplace. Children who have been exposed to more than one country have an increased global perspective to their peers and are far more interested in travelling the rest of the world. Not surprisingly, growing up overseas as a “third culture kid” and working abroad for so long, one tends to feel at home everywhere. As a hotelier in a multinational business world, my ability to build cultural bridges is an invaluable quality in my roles as a mentor and teacher.