Michael Gnaegi, General Manager of Regent Shanghai Pudong, brought three decades of international hospitality experience to the role, having worked across Europe, the Middle East and Asia Pacific.
In this interview with Red Bird Travel News, the Swiss hotelier discusses his approach to leadership, employee development and service standards, as well as the challenges of balancing the interests of guests, colleagues and hotel owners.
Gnaegi also shares his views on positioning the property in Shanghai’s competitive luxury hotel market, developing its food and beverage business, and responding to changing guest behaviour in China.
Interview with Michael Gnaegi, General Manager of Regent Shanghai Pudong
Career and Hospitality Philosophy
1. What do you do at Regent Shanghai Pudong?
I am the General Manager of the hotel, responsible for ensuring that our guests have a memorable and enjoyable stay. I lead a team of professionals who take a guest-centric approach to delivering high service standards and experiences.
2. Tell us about your journey. How did it all start?
My first contact with the industry was at the age of 14, when I completed an internship in a restaurant kitchen in Lausanne, Switzerland. During my studies, I continued working in restaurants, in both kitchen and service roles, which helped me develop my passion for hospitality.
3. What made you decide to pursue a career in hospitality?
My passion for people, travel, food and wine.
4. Can you tell us about your first job in the hospitality industry?
After graduating from Lausanne Hotel School, I was offered a management trainee position in Room Service at Four Seasons Hotel Chicago. My general manager at the time, Hans Willimann, an industry legend, instilled in me an eye for detail and a relentless drive for quality.
5. How would you define the purpose of a hotel?
In the luxury and lifestyle segment, the purpose of a hotel goes far beyond providing accommodation and meals. Our properties are spaces where the local community meets discerning travellers. They provide a personal haven for both locals and visitors.
6. What experience do you have in the hotel industry?
I have three decades of experience across three continents. Originally from Switzerland, I have worked in the United States, Europe, the Middle East and Asia, including China. My specialisation is luxury hospitality.
7. What motivates you about working in hospitality?
Hospitality is a people industry. Working with colleagues and mentoring them to excel motivates me.
8. Why did you choose to manage a hotel under the Regent brand?
Regent Hotels has a history of excellence, although the brand faced challenges after it was sold almost 30 years ago. Today, the brand is rejuvenating and once again on a journey to become a major player in the industry.
Leadership, Service and Staff Development
9. What have you accomplished at Regent Shanghai Pudong, and what do you hope to achieve?
Driving quality and positioning the hotel as a food and beverage destination, with the goal of making it one of the finest hotels in Pudong.
10. What types of guests does the hotel receive? Leisure travellers, business travellers or domestic guests?
We welcome both leisure and business travellers. Our clientele comprises a healthy mix of 60% mainland Chinese guests and 40% international travellers.
11. What is the hotel’s unique selling proposition, and how has it positioned itself in this competitive market?
Our size compared with our competitive set, together with our boutique character. Our spa and swimming pool overlooking the Lujiazui area are definitely unique selling points.
12. What sustainable practices does the hotel follow?
Our key focuses are energy conservation and food waste reduction.
13. In your opinion, what contributes to excellent customer service?
Attention to detail and relentless training.
14. What is your leadership style?
I practise a participative, democratic leadership style. However, make no mistake: running a business is not a democracy. Decisions need to be made and executed.
15. What are your greatest strengths?
My eye for detail and my passion for excellence.
16. In your opinion, what is the most challenging aspect of a hotel manager’s job?
Balancing the interests of all stakeholders: guests, colleagues and owners.
17. What advice would you give other general managers on staff retention, training and motivation?
Don’t underestimate the power of a smile.
Training colleagues is fundamental to staff retention. It gives employees a sense of being valued and looked after, which is key to retaining them.
18. Please walk us through a typical day at work.
My day starts at 7 am with a walk through all key areas to inspect cleanliness. I begin at the pool and spa on Level 41, then work my way down to the Regent Club Lounge on Level 35, before spending time in the lobby and Camelia Restaurant. I spend the early hours connecting with guests.
Around 9 am, I review reports and prepare for the day’s arrivals and my 10 am briefing.
I meet one-on-one with division heads at 11 am and 2 pm, followed by reporting work in the middle of the afternoon. From 5 pm, I am back in the lobby and restaurants during dinner service.
Business Management and Industry Trends
19. Can you read financial statements?
Yes, of course. Numbers tell you a story.
20. Have you handled a budget before?
Many times during my career.
21. What experience do you have with marketing and promotions?
It is an integral part of my daily work, particularly in driving the hotel’s positioning through food and beverage promotions.
22. What new trends is the hotel witnessing?
Here in China, we are seeing more and more guests ordering food from outside rather than using the hotel’s own food and beverage outlets.
23. How would you deal with a difficult customer?
Always with kindness. However, if customers are rude, disrespectful or physically aggressive towards staff, I will not tolerate it.
24. How do you keep up with industry trends?
By reading about the competition, observing what other hotels are doing and, of course, visiting and staying at other hotels.
25. Has the hotel received any industry accolades or awards?
I have received a few awards during my career. The following are some of the most recent awards for Regent Shanghai Pudong at the time of this interview:
- China Mag Awards – Best Luxury Hotel
- WORLDiary Collection of the Year 2023–2024 – Best Luxury Hotel
- Gaode Map – 2024 Black Golden Ranking Hotel
- Hotel Discovery Awards – Best Landmark Hotel of the Year 2024
Personal Interests and Career Advice
26. Where do you see yourself in five years?
Managing a hotel.
27. What are your interests outside work?
I love a round of golf and am a passionate driver.
28. What advice would you give young people entering the hospitality industry?
Do what you are passionate about, put your heart into it and never give up. Make mistakes, learn and improve.
Inside Regent Shanghai Pudong
Beyond the management philosophy and career experience shared in this interview, Regent Shanghai Pudong offers accommodation, dining, meeting and wellness facilities for business and leisure travellers. The following details reflect the hotel’s presentation at the time of the original article and should be checked before being republished as current information.
Rooms and Suites
The hotel was listed as having 187 rooms and suites. Interiors feature stingray leather and Macassar ebony, complemented by accents of red.
The two-bedroom Pearl View Suite, with two king beds, measures 170 square metres.
Camelia Restaurant
Camelia serves Italian cuisine and cocktails, with indoor and outdoor seating on the hotel’s first floor.
Meetings and Events
The hotel’s meeting and event facilities span approximately 800 square metres, including a 145-square-metre foyer for pre-event gatherings and cocktail receptions. The venues were listed as accommodating up to 200 people.
The Petit Salon accommodates up to 30 people, while the Grand Salon can host up to 50 guests for meetings, dinners and cocktail parties.
FLARE Spa
FLARE Spa partners with Spanish skincare brand Natura Bissé, offering facials, massages, body treatments and salon services.
Treatment facilities include two VIP spa suites with steam rooms, saunas, rain showers and whirlpools for two. The spa is located on Level 41.
Swimming Pool and Fitness Centre
The indoor infinity swimming pool and fitness centre offer views of the Lujiazui skyline, including Shanghai’s illuminated cityscape after dark.
Regent Shanghai Pudong
Address: 210 Century Avenue, Pudong, Shanghai, China
Telephone: +86 21 2036 8888
Email: [email protected]
Editor’s note: This interview was originally published on June 25, 2024. Hotel facilities and award listings may have changed since publication.
Check Availability
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