Interview General Manager, Hyatt Regency Beijing Wanjing
I traveled to Beijing on a business trip last October and stayed at the Hyatt Regency Beijing Wangjing. It’s an exceptional property, so it was no surprise to learn it won the 2024 Condé Nast Traveler Readers’ Choice Award Top 1 Hotel in Beijing. During my stay, I met Winnie and Kumiko, their highly capable Director of Sales and Marketing, and Director of Marketing and Communications respectively. I also had the chance to meet the hotel’s General Manager, Jesus Romero, who comes from a finance background—something I found particularly interesting. More recently, I had the opportunity to interview Jesus. The full conversation follows below.
1. What do you do at Hyatt Regency Beijing Wangjng?
I am the General Manager in one of the best hotel properties in Beijing under the Hyatt Regency brand. This beautiful property displays 348 rooms, 4 restaurants and almost 3,516m2 of event spaces. Its everyday management is a wonderful challenge that would not be possible without every member of this team.
2. Can you tell me about your first job in the hospitality industry?
I was 17 years old when I moved from Spain to the USA, where I had the opportunity to work in the back office of an Italian restaurant. Looking back, it was the best decision I could have made at the time. It helped shape both my personal growth and professional ambition in an industry I have been dedicated to ever since.
3. What made you decide to pursue a career in the hospitality industry?
While studying at university, I also worked in restaurants, which sparked my interest in the hospitality industry. Later, I decided to pursue an MBA, and after completing the program, I received an offer to return to hospitality—a field I had genuinely enjoyed. This time, however, I was stepping into a different level of the industry, working with larger hotels and resorts.
4. In your opinion, what factors contribute to excellent customer service?
Hyatt’s purpose statement — ‘We care for people so they can be their best’ — applies universally to all our stakeholders. It serves as the foundation for delivering the exceptional customer service we strive for.
A key expression of this purpose is the genuine care we show our guests by creating welcoming, personalized experiences. This level of service is only possible because we cultivate a respectful and inclusive culture among our associates, fostering a positive internal environment that naturally extends to our guests.
5. What is your leadership style?
“Lead by example” is my motto.
6. Can you read financial statements?
Yes of course. In fact not only do I read financial statements, I enjoy working with them.
I came from a finance background. I have a bachelor degree in Economics from the University of Maryland in the States and an MBA from the IE Business School based in Madrid.
It was as recent as 3 years ago when I decided to leave the role as Area Director of Finance for Spain and North Africa in Hyatt Corporation to concentrate in General Management.
7. Have you handled a budget before?
Yes of course. I have handled mine. I have reviewed and approved others as well.
8. How would you deal with a difficult customer?
Always show respect and listen attentively to the customer, as respect is a two-way street. I ensure that we follow established protocols, and depending on the situation, we may or may not be able to fulfill the request — but we always respond with patience, politeness, and professionalism.
9. Have you or your hotel received any industry accolades and awards?
Yes we do have our fair share. We have been honoured with awards like the Meituan/Dianping Must-Stay Hotel List for 2024 and 2025; Conde Nast Traveler’s Beijing Top 1 Hotel in 2024, and China Top 2 Hotel in 2023. We have also received the All-Star Level in The Pledge Certification of Food Waste; the Hotel Bar of the Year at Time Out Bar Awards Beijing 2024; and the Best Sustainability Hotel Brand at The Best Bang Awards 2025.
10. What category of guests do you receive? Leisure, business, domestic?
We welcome a diverse range of guests. Our convenient location near the airport and excellent transportation links make us an ideal choice for both business and leisure travelers.
11. What attractions would you recommend to hotel guests?
If you are interested in art and culture, the 798 Art District is a must-see. It is just a 20-minute bike from the hotel, and you can explore its unique blend of modern art galleries and vintage industrial architecture.
For a more relaxing experience, the Wangjing Central Park is right next to the hotel, offering a peaceful retreat amidst lush greenery.
If you want to experience local life, the Wangjing Street is also nearby, where you can enjoy a variety of local and international food as well as shopping.
For those who love history, the Forbidden City and the Summer Palace are a bit farther but still easily accessible via the convenient public transportation just a 5-minute walk from the hotel.
12. What is the USP (Unique Selling Proposition) of the hotel? How has the hotel positioned itself in this competitive market?
Our hotel combines stylish accommodations with greenery, versatile event spaces, and diverse dining options including global fare, Chinese cuisine, Japanese izakaya, and a lively bar with nightly music.
For business travelers, our prime location in the heart of Beijing’s second CBD in Wangjing, surrounded by many well-known international and domestic companies, offers excellent convenience.
Our extensive meeting and catering facilities also make us one of the top choices for meetings and events in Beijing.
For leisure travellers, the area’s vibrant local scene and proximity to cultural attractions offer an ideal mix of relaxation and exploration.
13. What incentives do you offer to travel agents and tour operators?
We provide complimentary breakfast, food & beverage credits, and room upgrades where available. Additionally, we offer special discounts or reward points based on different circumstances and conditions.
14. What are the sustainable practices that the hotel follows?
Our initiatives include the “Plastic to Plank” program, where we replace plastic with natural materials like bamboo and wood, reducing plastic waste.
In our restaurants, we source organic ingredients and sustainable seafood to lead a healthy eating habit and environmental responsibility.
We also engage in community-focused green activities, such as the Earth Hour Unplugged Concert and the Earth Day Plastic Recycling Program.Additionally, we offer wellness programs like customized Pilates classes and a tranquil sleep environment to support holistic wellbeing.
15. What are your interests outside of work?
Hospitality is a demanding industry that operates around the clock. In my spare time, I prioritize spending quality moments with my family and staying active through sports to maintain my fitness.
16. What advice would you give to youngsters joining the field?
Live the experience, every interaction is an opportunity to learn and grow.
Hyatt Regency Beijing Wangjing
+86 10 8630 1234
Lei Shing Hong Center, 8 Guangshun South Street, Chaoyang District, Beijing, 100102 China
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