"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."
Meet Danny Lutzel, general manager of Hotel Éclat Beijing, a renowned art boutique hotel which is one of its kinds in China. Recently I invited the Swiss hotelier to do an interview, to share his news and views on the current hotel scene.
1.What do you do at Hotel Eclat Beijing?
I am the General Manager of this beautiful art-infused boutique hotel.
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 have and what will you try to accomplish in this Hotel?
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.
4. What made you decide to pursue a career in the hospitality industry?
I chose this industry because of its dynamic environment and opportunities to create memorable guest experiences.
5. 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.
6. 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.
7. 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.
8. Why do you want to be a manager for this hotel chain?
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.
9. 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.
10. 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.
11. What are the sustainable practices that the Hotel follows?
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.
12. How would you define 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.
13. In your opinion, what factors contribute to excellent 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.
14. 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.
15. 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.
16. In your opinion, 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.
17. Tell us about a time when you demonstrated your leadership.
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.
18. Can you tell me about a time you worked collaboratively with staff members 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.
19. How would you motivate the staff of this Hotel to try their very best each day in work?
Motivating staff can involve recognition, providing growth opportunities, and fostering a positive work environment.
20. Please walk us through a typical day at work. How do you prioritize your tasks?
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.
21. 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.
21. Can you read financial statements?
Yes, I can financial statements to understand the property’s financial health.
22. Can you give me an example of a time in the last 12 months when you read something or took a class 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.
23. 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.
24. Have you handled a budget before? How did you divide up the funds?
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.
25. Describe someone you coached or mentored. What were they doing initially, and what are they doing now?
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.
26. What are some of the new trends the Hotel is 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.
27. How will you react to a negative review or complaint from a guest while staying at the Hotel?
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.
28. Talk about a successful work project. What was your goal? 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.
29. How would you deal with a difficult customer?
Dealing with a problematic customer requires patience, active listening, and finding solutions to address their concerns.
30. 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.
31. 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.
32. What do you see yourself in 5 years？
Continue leading one of the finest art & boutique Hotels in the world.
33. What is the USP (Unique Selling Proposition) of the Hotel? How has the Hotel positioned itself in this competitive market?
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.
34. Could you tell us about some new initiatives that the Hotel has recently unveiled?
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.
35. What are your interests outside of work?
I like travelling and exploring new hotels, restaurants and bar concepts. As a family father, I enjoy quality time with my family and kids, contributing to my well-rounded life.
36. What advice would you give to youngsters joining the field?
Advice for newcomers in the field includes 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.
