By John Girard, General Manager Hong Kong
By John Girard, General Manager Hong Kong
By John Girard, General Manager Hong Kong
When I landed in this pulsating city in February 1972, you could feel it had untold promise. Promise of excitement. Promise of ‘this is where things get done’. Promise of wanting to settle here, which is what I did following a 12 year whirlwind world tour, returning to Hong Kong, my home.
I was drawn not just by hospitality service excellence, but by the combination of efficiency with a heart. That isn’t the case in some other airports, where the transit is seamless but sterile.
You could say I was born into tourism, growing up on the island of Malta. Decades of working in hotels large and small, in far flung Guyana to the Middle East, London, and Asia Pacific has given me a strong sense of what customer service excellence looks like, and how to deliver the best experience.
I bring these insights, along with a vast business network to my new role as Plaza Premium Group’s Hong Kong General Manager. I’m also learning in my early months that my prior role of running the Regal Hotel at the Hong Kong International Airport is quite different from running services within the airport itself.
But what is familiar is that serving customers inside an airport is still service delivery focused, with an emphasis on being fast and furiously dedicated to delivering excellent services. As I trek through the award-winning HKIA to oversee our Plaza Premium facilities, I’m in awe about how the airport hums with calm efficiency even if there’s a storm of activity behind the scenes.
I’ve been taken aback by the plethora of airport services and products PPG offers: food & beverages, the Intervals cocktail lounge, and our namesake relaxing lounges, VIP rooms, and wheelchair service (to the tune of upwards of 1500 a day!).
And there’s more: Meet & Assist for mere mortals to immortal globe trotters; baggage wrapping (yes you read it right, and with environmentally friendly wrap too) – I would never have imagined just how many people want their luggage wrapped!
My very own favourite services are the electric buggies to whisk you from one part of the airport to the other in absolute comfort. These all combined to make my introduction to airport hospitality different.
Hong Kong is renowned as one of the most exciting cities in the world, and it owes much of its appeal to its great airport and vibrant attitude. As a hospitality veteran, I lean into the human element when it comes to building a great brand and delivering customer excellence.
Why is this? Airport awards may come and go, and we can be proud that Hong Kong’s Chek Lap Kok airport ranks up there with the best of them in this region and beyond. But what is enduring is the human element.
As the former General Manager of Regal Airport Hotel during the COVID period, I saw first-hand how the tourism and travel industry suffered. Even today, we know that Hong Kong has some way to go before it’s back to “business as usual.” But don’t count Hong Kong out.
What I’ve observed is that Hong Kong’s residents have an amazing work ethic, a cosmopolitan outlook and a willingness to embrace change. I’ve seen a commitment to excellence, innovation and adaptability within the hospitality industry and beyond.
So I’m bullish on Hong Kong and on its travel industry. Not too shabby to go from a sleepy old fishing village to a haven for hongs and taipans, to the brilliant and never ending city it’s now become.
When I landed in this pulsating city in February 1972, you could feel it had untold promise. Promise of excitement. Promise of ‘this is where things get done’. Promise of wanting to settle here, which is what I did following a 12 year whirlwind world tour, returning to Hong Kong, my home.
I was drawn not just by hospitality service excellence, but by the combination of efficiency with a heart. That isn’t the case in some other airports, where the transit is seamless but sterile.
You could say I was born into tourism, growing up on the island of Malta. Decades of working in hotels large and small, in far flung Guyana to the Middle East, London, and Asia Pacific has given me a strong sense of what customer service excellence looks like, and how to deliver the best experience.
I bring these insights, along with a vast business network to my new role as Plaza Premium Group’s Hong Kong General Manager. I’m also learning in my early months that my prior role of running the Regal Hotel at the Hong Kong International Airport is quite different from running services within the airport itself.
But what is familiar is that serving customers inside an airport is still service delivery focused, with an emphasis on being fast and furiously dedicated to delivering excellent services. As I trek through the award-winning HKIA to oversee our Plaza Premium facilities, I’m in awe about how the airport hums with calm efficiency even if there’s a storm of activity behind the scenes.
I’ve been taken aback by the plethora of airport services and products PPG offers: food & beverages, the Intervals cocktail lounge, and our namesake relaxing lounges, VIP rooms, and wheelchair service (to the tune of upwards of 1500 a day!).
And there’s more: Meet & Assist for mere mortals to immortal globe trotters; baggage wrapping (yes you read it right, and with environmentally friendly wrap too) – I would never have imagined just how many people want their luggage wrapped!
My very own favourite services are the electric buggies to whisk you from one part of the airport to the other in absolute comfort. These all combined to make my introduction to airport hospitality different.
Hong Kong is renowned as one of the most exciting cities in the world, and it owes much of its appeal to its great airport and vibrant attitude. As a hospitality veteran, I lean into the human element when it comes to building a great brand and delivering customer excellence.
Why is this? Airport awards may come and go, and we can be proud that Hong Kong’s Chek Lap Kok airport ranks up there with the best of them in this region and beyond. But what is enduring is the human element.
As the former General Manager of Regal Airport Hotel during the COVID period, I saw first-hand how the tourism and travel industry suffered. Even today, we know that Hong Kong has some way to go before it’s back to “business as usual.” But don’t count Hong Kong out.
What I’ve observed is that Hong Kong’s residents have an amazing work ethic, a cosmopolitan outlook and a willingness to embrace change. I’ve seen a commitment to excellence, innovation and adaptability within the hospitality industry and beyond.
So I’m bullish on Hong Kong and on its travel industry. Not too shabby to go from a sleepy old fishing village to a haven for hongs and taipans, to the brilliant and never ending city it’s now become.
When I landed in this pulsating city in February 1972, you could feel it had untold promise. Promise of excitement. Promise of ‘this is where things get done’. Promise of wanting to settle here, which is what I did following a 12 year whirlwind world tour, returning to Hong Kong, my home.
I was drawn not just by hospitality service excellence, but by the combination of efficiency with a heart. That isn’t the case in some other airports, where the transit is seamless but sterile.
You could say I was born into tourism, growing up on the island of Malta. Decades of working in hotels large and small, in far flung Guyana to the Middle East, London, and Asia Pacific has given me a strong sense of what customer service excellence looks like, and how to deliver the best experience.
I bring these insights, along with a vast business network to my new role as Plaza Premium Group’s Hong Kong General Manager. I’m also learning in my early months that my prior role of running the Regal Hotel at the Hong Kong International Airport is quite different from running services within the airport itself.
But what is familiar is that serving customers inside an airport is still service delivery focused, with an emphasis on being fast and furiously dedicated to delivering excellent services. As I trek through the award-winning HKIA to oversee our Plaza Premium facilities, I’m in awe about how the airport hums with calm efficiency even if there’s a storm of activity behind the scenes.
I’ve been taken aback by the plethora of airport services and products PPG offers: food & beverages, the Intervals cocktail lounge, and our namesake relaxing lounges, VIP rooms, and wheelchair service (to the tune of upwards of 1500 a day!).
And there’s more: Meet & Assist for mere mortals to immortal globe trotters; baggage wrapping (yes you read it right, and with environmentally friendly wrap too) – I would never have imagined just how many people want their luggage wrapped!
My very own favourite services are the electric buggies to whisk you from one part of the airport to the other in absolute comfort. These all combined to make my introduction to airport hospitality different.
Hong Kong is renowned as one of the most exciting cities in the world, and it owes much of its appeal to its great airport and vibrant attitude. As a hospitality veteran, I lean into the human element when it comes to building a great brand and delivering customer excellence.
Why is this? Airport awards may come and go, and we can be proud that Hong Kong’s Chek Lap Kok airport ranks up there with the best of them in this region and beyond. But what is enduring is the human element.
As the former General Manager of Regal Airport Hotel during the COVID period, I saw first-hand how the tourism and travel industry suffered. Even today, we know that Hong Kong has some way to go before it’s back to “business as usual.” But don’t count Hong Kong out.
What I’ve observed is that Hong Kong’s residents have an amazing work ethic, a cosmopolitan outlook and a willingness to embrace change. I’ve seen a commitment to excellence, innovation and adaptability within the hospitality industry and beyond.
So I’m bullish on Hong Kong and on its travel industry. Not too shabby to go from a sleepy old fishing village to a haven for hongs and taipans, to the brilliant and never ending city it’s now become.
