Mark has been the Resident Manager of Niccolo Chengdu where he participated in the pre-opening team and successfully launched the benchmark luxury hotel. 

He joined Urban Resort Concepts in 2016 and was fully responsible for establishing URC’s flagship property in Beijing – The PuXuan Hotel and Spa.  The hotel won the Condé Nast Readers’ Choice Award in the same year and obtained a One Star for its Chinese restaurant from the Michelin Guide, Beijing.

In March 2021 Mark assumed the role of Managing Director of Anthology Group – a Joint Venture formed by the founders of Urban Resort Concepts together with Hopson Development, China. He was responsible for company operation and aspects portraying to hotel activities, hotel business development, owner relationship, and budget; and the introduction of eight new properties in all.

1. What education have you received in hospitality and hotel management?

I graduated from Hotel School “Ter Duinen” in Koksijde, Belgium, and obtained a Diploma in International Hospitality Management from the Hotel School The Hague in The Netherlands. I have also completed a Master of Business Administration in International Hospitality and Service Industries Management at Glion Institute of Higher Education, Switzerland in 2019.

2. What category of guests do you receive? Leisure, business, domestic?

We cater to a diverse range of guests, those traveling for leisure, business, and domestic purposes.

The leisure guests they may be on vacation, celebrating special occasions, or looking for a relaxing getaway.  The location of our hotel in Xintiandi is always an excellent choice to reach out to everywhere in Shanghai.

And we are popular among business travelers, too, due to our upscale amenities, convenient transport, and business-friendly services.  Our Michelin star restaurant Tang Court and our Langham classical afternoon tea always impress them.

3. What attractions would you recommend to hotel guests?

Well, you know our hotel is located in the heart of Shanghai Xintiandi. It is a popular tourist destination known for its unique blend of traditional architecture and modern entertainment, dining, and shopping options.   I would recommend our guests to explore the surroundings of Xintiandi as much as they can.

They can visit Shikumen which is like an open house museum, to get a glimpse into Shanghai’s past.

They can do shopping.  Strolling along the streets of Xintiandi you’ll see there are many boutique shops, designer stores, specialty stores offering fashion, accessories, souvenirs and many more.

And of course there are lots of entertainment options here.  Live performances, music events, cultural exhibitions, theaters, art galleries, the list goes on.

4. In your opinion, what factors contribute to excellent customer service?

Effective Communication.  Empathy.  Problem-solving skills. Patience. And last but not least, follow-up and follow-through.

5. What is your leadership style?

I adhere to a participative leadership by seeking input from the team to foster participation; and transformational leadership to inspire associates to achieve performance

6. In your opinion, what is the most challenging aspect of a hotel manager’s job?

I would say managing guest expectations, crisis management and revenue management.

7. Have you or your hotel received any industry accolades and awards?

Yes, we achieved Best 20 Hotels in China & Best 5 Hotels in Shanghai by Conde Nast Traveller Reader’s Choice Award 2023; 4-Star Hotel by Forbes Travel Guide 2024; and Traveler’s Choice Award by TripAdvisor 2023.

Our Cantonese restaurant, Tang Court, is the first 3-star Michelin restaurant in China and has been a Michelin-star restaurant 8 years in a row.

8. What advice would you give to youngsters joining the field?

I would advise them to develop good communication skills because hospitality is a people industry.  Also, have positive mindset and always be customer-centric.  Engage on continual learning to keep yourself updated with industry trends.  And most importantly, enjoy what you do.