“I like people, and I like different cultures. Combined with the opportunity to manage a hotel with its challenges and opportunities, it was always a clear goal of mine.”
Dany Lützel was General Manager of Hotel Éclat Beijing when I interviewed him at the property in 2023.
The Swiss hotelier discussed his career in hospitality, his approach to leadership, Hotel Éclat Beijing’s art collection, changing guest markets in China, sustainability, technology and the challenges of managing a hotel.
Lützel began his hospitality career in 1995 in Lucerne and later held positions across hotel operations, including Front Office, Food & Beverage, Sales and Marketing, Human Resources and Finance. He also worked as a “Yes I can” trainer for Radisson in Switzerland.
Here is our conversation.
Editor’s Note: This interview was conducted in 2023, when Dany Lützel was General Manager of Hotel Éclat Beijing. Lützel is now General Manager of EAST Beijing.
Career and Hospitality
1. What do you do at Hotel Éclat Beijing?
I am the General Manager in one of the beautiful art-infused boutique hotels.
2. Tell us about your journey. How did it all start?
It has always been my dream to be a hotel general manager. It started during my childhood, as my parents were in this industry.
In my teenage years, I was allowed to see and explore some of the finest luxury hotels in Switzerland, and since then, I knew that I wanted to be in this industry.
So it came that at 30 years old, I got appointed as one of the youngest GMs in Switzerland.
3. What made you decide to pursue a career in hospitality?
I chose this industry because of its dynamic environment and opportunities to create memorable guest experiences.
4. Can you tell me about your first job in the hospitality industry?
My first hospitality job started back in 1995 in Lucerne, where I commenced my commercial apprenticeship at the Hotel Union in Lucerne.
Using all kinds of languages and getting to know people from around the world was a fascinating experience back then.
5. What experience have you had in the hotel industry?
Throughout my career, I was eager to get to know all departments of a Hotel.
Hence, I could work in Front Office, F&B, Sales Marketing, HR and Finance.
6. What motivates you about working in hospitality?
My motivation in hospitality comes from a passion for customer service and creating positive memories for guests.
Seeing a customer leave a heartfelt note upon checkout towards our team or writing excellent feedback online is one of the best forms of gratitude in a hotelier’s life.
7. Why did you want to become a manager at Hotel Éclat Beijing?
I like people, and I like different cultures. Combined with the opportunity to manage a hotel with its challenges and opportunities, it was always a clear goal of mine.
Leading Hotel Éclat Beijing
8. What have you tried to accomplish at Hotel Éclat Beijing?
Our goal at Hotel Éclat Beijing includes ensuring exceptional guest experiences and maintaining high service standards.
We are grateful to be ranked among our clients on TripAdvisor as one of the best Hotels in Beijing and ranked by Conde Nast Travelers Readers Choice Award as the best Hotel in China and 37th best in the world.
9. What is your leadership style?
Coming from Switzerland, I am more inclined to a collaborative or servant leadership style.
Depending on the situation, it can, of course, vary.
10. What are your greatest strengths?
I would describe my strengths as setting high service standards for our customers, combined with innovative ideas underlined by my excellent organizational skills in communication, problem-solving, and adaptability.
11. What is the most challenging aspect of a hotel manager’s job?
The most challenging aspect of a hotel manager’s job may involve balancing guests’ and staff’s diverse needs and maintaining operational efficiency.
But these challenges are the daily fun in our industry.
12. Can you give an example of your leadership during a difficult period?
During Covid-19, we had many different crises to overcome but an effective leadership style often helped me guide the team through challenges, foster collaboration, and achieve new goals.
13. How do you motivate your staff?
Motivating staff can involve recognition, providing growth opportunities, and fostering a positive work environment.
14. Can you tell us about a time when you worked collaboratively with staff to improve hotel services?
We are nurturing an open-door policy, which means we can talk, share and brainstorm new ideas anytime, anywhere.
Collaborative efforts with our colleagues were made through implementing new training programs, refining processes, or enhancing guest services based on collective input.
Guests and the Beijing Market
15. What category of guests do you receive: leisure, business or domestic?
Before Covid-19, we had almost 70% of guests from overseas coming to China for business and leisure.
This has drastically changed and is now nearly the opposite.
We see some individuals returning to China again, but most likely, it will take till the end of 2025 until we are again at the level of 2019 with the number of foreign tourists.
16. What incentives do you offer to travel agents and tour operators?
We often offer incentives to travel agents and tour operators, such as commission rates, exclusive packages, or promotional support.
17. What attractions would you recommend to hotel guests?
Local landmarks, cultural sites, and events.
It is undoubtedly a must for our Hotel to use the complimentary art tour we offer within our premises and our shopping mall and museum.
Sustainability and Technology
18. What sustainable practices does the hotel follow?
Through our commitment to sustainability and being part of ParkviewGreen FangCaoDi, LEED platinum certified, we practice energy conservation, waste reduction, and eco-friendly amenities at the Hotel.
19. What new trends is the hotel witnessing?
Recent hotel trends come and go at a vast speed, including technology integration, sustainable practices, and personalized guest experiences.
At the moment, I love experiencing AI and how it can help our industry.
20. How do you stay current with industry trends?
By reading industry publications, attending conferences, and networking with peers, which we usually do regularly once a month.
Service and Guest Feedback
21. What factors contribute to good customer service?
Excellent customer service involves attentiveness, empathy, effective communication, and a focus on meeting or exceeding customer expectations.
We love to bring a little fun and expect an unexpected service culture to our guests.
22. How would you respond to a negative review or complaint from a guest?
By addressing concerns promptly, offering solutions, and showcasing a commitment to guest satisfaction.
Dealing with such situations belongs to our daily routine, but a bad review is a good opportunity to improve further.
23. How would you deal with a difficult customer?
Dealing with a problematic customer requires patience, active listening, and finding solutions to address their concerns.
24. What is the purpose of a hotel?
The purpose of a hotel is to provide accommodation, amenities, and services to guests, ensuring a comfortable, enjoyable and, most importantly, memorable stay.
Operations and Financial Management
25. What does a typical day at work look like for you?
A typical day of mine involves overseeing operations, addressing guest needs, collaborating with staff, and ensuring the overall efficiency of the Hotel.
I like to be on-site, which is one reason my residence is in the Hotel.
26. What education have you received in hotel management and hospitality?
As a Swiss national it was apparent to accomplish the Swiss Management School in Lucerne with a bachelor’s degree, followed by an Executive MBA at the University of Applied Science in St. Gallen, Switzerland.
27. Can you read financial statements?
Yes, I can financial statements to understand the property’s financial health.
28. Have you handled a hotel budget before?
Yes, handling budgets involves allocating funds to various departments based on priorities, such as maintenance, staff training, and guest services.
It’s a daily task of a good General Manager to know the numbers in detail to remain on top of all the happenings.
Marketing and Hotel Initiatives
29. What experience do you have with marketing and promotions?
Coming from a background as a Director of Sales & Marketing, I love creating new campaigns, collaborating with marketing teams, or developing strategies to attract guests.
Concepts like inviting the monthly Caviar Dinners or the prestigious Classical Chamber Concerts at our Presidential Suite with the renowned Fazioli F212 were only a few to mention.
30. Can you tell us about a recent initiative at Hotel Éclat Beijing?
This year we launched our monthly Classical Chamber Concerts, which are taking place in our Presidential Suite 2005, called the Eclatant.
It offers a very intimate atmosphere with a maximum of 20 guests who can experience classical music in an outstanding environment combined with Louis Roederer Champagne and exquisite Food.
31. What is the hotel’s USP?
The USP of our Hotel is undoubtedly the vast collection of art we showcase.
Featuring the most extensive Salvador Dali collection in Asia, combined with world-class artists such as Andy Warhol, Francis Bacon, Shen Jingdong, GaoXiao Wu, Zeng Fanzhi, only to mention a few, is ultimately a reason to come and visit us.
Indeed, our unique design, exceptional service, and exclusive amenities are helping us position ourselves to stand out in the market.
People Development
32. Describe someone you have coached or mentored.
There are way too many colleagues to mention any single names.
But I love training, and I recall profoundly my assignment as the “Yes I can” Trainer of the Hotel Group Radisson back then in Switzerland, which included whole-day training for all associates to enhance their understanding of the brand’s culture and what it takes to make every guest, every day 100% satisfied.
33. Can you tell us about something you recently read or studied about hospitality?
I just finished reading the book “Unreasonable Hospitality” by Will Guidera, Owner and Founder of the three Michelin Star Restaurant Eleven Madison Park in New York.
It is an excellent book to see how a restaurant implemented new ideas to create continued wow experiences.
Looking Ahead
34. Tell us about a successful work project. What was the goal and what was the result?
We like to be recognized as one of the finest art & boutique Hotels in the world.
Gaining recognition through various awards is helping us achieve this goal.
35. Where do you see yourself in five years?
Continue leading one of the finest art & boutique Hotels in the world.
36. What advice would you give to young people joining hospitality?
Cultivating strong interpersonal skills, staying adaptable, and seeking continuous learning opportunities.
Don’t give up easily only because work might be hard, difficult or sometimes boring.
Adapt, be curious, and be determined to achieve your goal.
It is a beautiful and colourful industry.
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