At the helm of HUALUXE Shenzhen Bao’an, General Manager Angie Chen brings more than two decades of international hospitality experience across IHG and Marriott to one of Shenzhen’s most distinctive luxury hotels. In this interview, she reflects on her career journey, leadership philosophy, the challenges of opening a new hotel in a highly competitive market, and what sets HUALUXE apart — from its deep-rooted Chinese cultural identity to its commitment to service excellence and sustainability.
1. What do you do at HUALUXE Shenzhen Bao’an?
As General Manager of HUALUXE Shenzhen Bao’an, I oversee the overall operations of the hotel. I work closely with my leadership team to ensure we deliver memorable guest experiences while strengthening the hotel’s brand presence and performance in the highly competitive Shenzhen market.
2. Tell us about your journey — how did it all start?
My career began in rooms operations, where I gained strong frontline experience before gradually progressing into senior leadership roles. I spent 12 years with IHG in operational positions, followed by 10 years with Marriott International, where I held roles including Department Director and Executive Assistant Manager (EAM).
I later returned to IHG as General Manager, and HUALUXE Shenzhen Bao’an is now my third hotel project in this role. Every stage of my career has shaped my leadership style and deepened my understanding of hospitality.
3. How would you define the purpose of a hotel?
A hotel serves different purposes depending on your perspective.
For guests, it should feel like a home away from home — a place where thoughtful design, comfortable facilities, and warm service create lasting positive memories.
For employees, hotels offer a dynamic and fulfilling career. Speaking from my own experience, hospitality has given me a unique lifestyle — the opportunity to work in different cities, collaborate with diverse teams, and build meaningful professional relationships. It’s a career that evolves with you at every stage of life.
4. What education have you received in hotel management and hospitality?
I majored in hotel management at university, which provided me with a solid theoretical foundation in hospitality operations and service excellence. This academic background, combined with more than 20 years of practical experience with international hotel groups such as IHG and Marriott, has shaped my professional journey.
5. Why did you want to manage this hotel?
This is my first experience working with the HUALUXE brand. Previously, I worked with several IHG brands — including Holiday Inn, Crowne Plaza, and InterContinental — as well as Marriott brands such as Renaissance and Marriott.
What truly attracted me to HUALUXE Shenzhen Bao’an was the brand’s deep connection to traditional Chinese culture, its distinctive interior design, and its refined positioning within the luxury segment. For me, this project represents both a fresh challenge and an exciting opportunity to grow.
6. What have you accomplished, and what do you aim to achieve here?
I joined the hotel in May 2024 and completed the formation of the management team by July 2024. After a 167-day preparation period, we successfully opened the hotel and met the owner’s expectations.
Looking ahead, our focus is on strengthening operational performance, enhancing guest experience, and delivering strong, sustainable returns for our owners.
7. What attractions would you recommend to hotel guests?
Urban Coastal Leisure:
I highly recommend Xiwan Mangrove Park for beautiful sunsets and a more relaxed side of Shenzhen. The Bay Glory Ferris Wheel at OH BAY is also a must-visit for breathtaking city views and a touch of romance.
Nature and Culture Route:
For panoramic scenery, the viewing platform at Tiezai Mountain Park is a great choice. Guests interested in heritage and culture should visit Phoenix Mountain Forest Park and the 1,700-year-old Nantou Ancient Town.
Marine Experience:
The “Sea Rainbow” sightseeing cruise is an excellent way to experience the impressive Shenzhen–Zhongshan Bridge from the water while enjoying views of western Shenzhen’s coastline.
8. What is the hotel’s USP, and how is it positioned in the market?
Our target guests are the new generation of business travelers and those who appreciate traditional Chinese culture. As a premium five-star property under IHG’s HUALUXE brand, the hotel is strategically located in Bao’an District, Shenzhen.
What truly sets us apart is our differentiated positioning — we blend modern luxury with authentic Chinese cultural elements. This is reflected in our hotel design, service philosophy, staff training, and brand standards, all of which reinforce the identity of HUALUXE.
9. What sustainable practices does the hotel follow?
Sustainability is a key commitment for IHG, and we actively integrate environmentally responsible practices into our daily operations.
We have implemented waste segregation throughout the hotel, with clearly labeled recycling bins in guest rooms. We also prioritize energy efficiency in our operations, and one of our annual objectives is to achieve Green Hotel certification.
Beyond environmental initiatives, we also strive to be a responsible member of the local community by fully complying with regulations and supporting local engagement.
10. What is your leadership style?
I started my career in operations and have now been a General Manager for eight years. Over time, my leadership style has become flexible and adaptive.
With experienced teams, I take a collaborative, democratic approach and encourage open discussion. With newly formed teams, I provide clearer direction and structure to ensure strong execution. Ultimately, my leadership adapts to the people, the situation, and the stage of the hotel’s development.
11. What is the most challenging part of being a hotel manager?
Opening a new hotel in Shenzhen — one of China’s most competitive hospitality markets — has been both challenging and rewarding. With more than 100,000 hotel rooms in the city, establishing our presence and building brand recognition required significant effort.
At the same time, leading a multi-generational team — from Gen Z to Gen X — presents its own challenges, requiring continuous learning, communication, and adaptability.
12. What does a typical workday look like for you?
Monthly:
At the beginning of each month, I meet individually with department heads to review performance, celebrate achievements, and identify areas for improvement.
Weekly:
I conduct at least one hotel inspection per week, focusing on areas such as security, brand standards, or food safety. These inspections allow us to address operational issues and implement improvements.
Daily:
My day usually starts with emails and the 9 AM morning briefing. Throughout the day, I may attend meetings, work with department heads on specific projects, or conduct hotel inspections. Afternoons are often dedicated to strategic discussions, documentation, and follow-ups.
13. Has the hotel received any awards?
Since opening, HUALUXE Shenzhen Bao’an has received 23 awards across categories including design, lifestyle, dining, business travel, weddings, and emerging hotels — a testament to our team’s dedication and the hotel’s distinctive positioning. The latest achievement is our recognition with the InterContinental Hotels Group Greater China Silver Dragon Award for the fourth quarter of 2025.
14. What advice would you give to young people entering hospitality?
Today’s young professionals have more opportunities in hospitality than ever before, with many international hotel groups offering structured development programs.
Hospitality requires patience, discipline, and attention to detail, so I encourage young people to take pride in their daily work and learn from every experience. Most importantly, they must believe in themselves — confidence is key to long-term success in this industry.
Also 总经理专访 – 深圳宝安京基华邑酒店
