In a city that moves at the speed of ambition, luxury hospitality must evolve just as quickly. At the helm of The St. Regis Shanghai Jingan, Matthieu Bertho brings more than two decades of international experience across leading luxury brands, shaped by a career spanning Europe and Asia.
Now leading one of Shanghai’s most refined addresses under the iconic St. Regis Hotels & Resorts banner, Bertho steps into the role at a pivotal moment for the city’s high-end hotel landscape. Guest expectations are more sophisticated, competition is sharper, and “modern luxury” demands both precision and personality.
In this interview, he shares his perspective on leadership, evolving traveler expectations, service culture, and what defines true luxury in one of Asia’s most dynamic cities.
Leadership & Career Journey
1. What attracted you to take on the General Manager role at The St. Regis Shanghai Jingan at this stage in your career?
What attracted me to the General Manager role at The St. Regis Shanghai Jingan is the unique combination of location, brand, and opportunity.
The property occupies one of Shanghai’s most dynamic districts, yet it offers a serene and sophisticated environment amid the city’s vibrant energy. The St. Regis philosophy of “Live Exquisite” aligns closely with my own approach to hospitality, and Shanghai’s constant evolution provides the perfect stage to elevate guest experiences while leading the hotel into its next chapter.
2. Over your 20+ years in hospitality, what has changed most dramatically in luxury guest expectations?
The most significant shift has been the transition from material luxury to experiential luxury.
Today’s guests are not satisfied with possessions alone. They seek personalized attention, authentic human connections, and experiences that feel unique and meaningful.
With digital tools at their fingertips, guests are also far more informed and discerning. They appreciate subtle details, expect intuitive service, and increasingly anticipate that hotels understand their preferences without needing to be asked.
3. How would you describe your management style in three words?
Results-driven, visionary, and excellence-focused.
I believe in setting clear goals, encouraging creativity, and continuously striving to raise standards.
The St. Regis Vision
4. What defines the identity of The St. Regis Shanghai Jingan within Shanghai’s competitive luxury hotel landscape?
The St. Regis Shanghai Jingan distinguishes itself through its iconic St. Regis heritage, signature 24-hour Butler Service, and prime Jingan location.
More than a hotel, we aim to be a refined social address where timeless elegance meets contemporary sophistication — an experience that is distinctly St. Regis while remaining uniquely Shanghai.
5. How do you preserve the heritage of the St. Regis brand while ensuring local relevance in Shanghai?
Preserving St. Regis heritage while ensuring local relevance means honoring the brand’s signature rituals while adapting them thoughtfully to reflect Shanghai’s culture.
For example:
- St. Regis Afternoon Tea incorporates local ingredients and flavors curated by our pastry team.
- The hotel’s signature Bloody Mary, Mary Jing, blends Shanghai autumn osmanthus nectar with dried figs to create a locally inspired interpretation.
- Guests can enjoy live performances by the Old Baby Jazz Band, evoking the glamour of Shanghai’s 1930s Paramount Ballroom.
- Our Champagne sabrage ritual, inspired by a tradition associated with Napoleon Bonaparte, continues the St. Regis legacy of evening celebrations.
Through these localized experiences, we preserve the timeless identity of St. Regis while offering guests a meaningful connection to Shanghai.
6. What are your immediate priorities for the property in 2026?
Our priorities are threefold:
- Elevating bespoke guest journeys
- Strengthening our culinary storytelling
- Reinforcing our position as one of Shanghai’s premier luxury social destinations
Equally important is continuing to invest in our people so they can deliver the exceptional service that defines the St. Regis experience.
Market & Industry Outlook
7. How do you see Shanghai evolving as a luxury travel destination over the next five years?
Shanghai will continue to strengthen its position as one of Asia’s leading luxury destinations.
The city is uniquely positioned as a global hub for culture, commerce, and high-end lifestyle experiences. Over the next five years, I expect it to attract an increasingly sophisticated mix of international and domestic travelers seeking not just luxury, but experiences that combine world-class service with authentic local culture.
With continued investment in luxury hospitality, fine dining, and cultural experiences, Shanghai’s influence in the global luxury travel landscape will only grow.
8. What opportunities and challenges define the city’s high-end hospitality market today?
The opportunities are compelling.
Policies such as expanded visa-free entry for several nationalities have lowered barriers for international visitors, allowing Shanghai to capture a growing segment of global travelers seeking culturally immersive luxury experiences.
At the same time, guest demand for highly personalized and curated experiences creates opportunities for hotels that can blend global standards with local authenticity.
The challenges, however, are equally significant. Competition is intensifying with new luxury hotel openings, while operational costs and talent acquisition remain key pressures.
Success ultimately depends on transforming these opportunities into deeply personal and memorable experiences that resonate with each guest.
9. How is technology reshaping the guest journey in ultra-luxury hotels?
In ultra-luxury hospitality, technology should act as an invisible enabler, never a distraction.
Today’s guests — especially younger digital natives — expect seamless digital integration. Our goal is to remove friction from the guest journey through streamlined reservations, intuitive in-room technology, and effortless communication channels.
By handling operational precision, technology ultimately frees our teams to focus on what matters most: the human touch that defines exceptional hospitality.
“In ultra-luxury hospitality, technology should be invisible — enabling service rather than replacing it.”
— Matthieu Bertho
Guest Experience & Service Culture
10. How do you balance operational efficiency with emotional hospitality?
Operational excellence is the foundation of emotional hospitality.
When systems run smoothly, our teams can devote their full attention to creating genuine connections with guests. This balance allows us to deliver both flawless service and the warmth that transforms a stay into a lasting memory.
11. What role does F&B play in defining the hotel’s identity?
Food and beverage is far more than dining — it is a powerful expression of the hotel’s identity.
At Yan Ting, our Chinese restaurant, traditional culinary techniques are elevated through modern creativity, celebrating the evolving heritage of Shanghai cuisine.
At Seki-Tei, the Japanese teppanyaki experience becomes a form of culinary theatre, where precision, fire, and craftsmanship engage every sense.
Meanwhile, The St. Regis Bar draws inspiration from the Art Deco elegance of New York’s iconic King Cole Bar. Two curated cocktail collections reflect both Manhattan’s five boroughs and Shanghai’s historic Shikumen culture, complemented by regular performances from the Old Baby Jazz Band.
Together, these experiences allow each venue to tell its own story while contributing to the overall identity of The St. Regis Shanghai Jingan.
Team & Talent
12. How do you attract and retain top hospitality talent in a competitive market like Shanghai?
Attracting and retaining talent requires offering more than just a job — it means creating a meaningful career journey.
As part of Marriott International, we invest heavily in training, development, and clear career pathways. Equally important is fostering a culture where every colleague feels valued and empowered to contribute to our shared vision of excellence.
By celebrating achievement and encouraging innovation, we not only attract exceptional talent but also build long-term loyalty.
13. What qualities do you look for in department heads and senior leaders?
Three qualities are essential:
Professional excellence — deep expertise and a passion for continuous improvement.
Human insight — the ability to develop teams and foster genuine human connections.
Business acumen — balancing extraordinary service with sustainable financial performance.
In Shanghai’s dynamic environment, adaptability and cross-cultural communication skills are also crucial.
Personal Perspective
14. After two decades in luxury hospitality, what still excites you about coming to work each day?
What continues to excite me is the constant pursuit of excellence.
In hospitality, yesterday’s success never guarantees tomorrow’s. Every day presents an opportunity to surprise a guest who thought they had seen everything, to mentor a colleague into becoming a future leader, or to innovate in ways that elevate the guest experience.
That continuous challenge keeps the industry dynamic and deeply rewarding.
15. What global hospitality trends inspire you the most right now?
Three trends stand out.
First is purpose-driven luxury, where travelers seek meaningful experiences aligned with their personal values.
Second is deep personalization, where service anticipates guest preferences and creates truly individualized stays.
Third is the growing importance of holistic wellness, as travelers increasingly view luxury travel as a way to restore physical and mental well-being.
These trends align naturally with the ethos of St. Regis — timeless elegance, intuitive service, and experiences that resonate emotionally with guests.
The St. Regis Shanghai Jingan
1008 Beijing West Road, Shanghai, Shanghai, China, 200041
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