With more than three decades of experience in luxury hospitality across Europe and Asia, Edward E. Snoeks brings a deeply personal and people-centric approach to his role as General Manager of The Hari Hong Kong. From his early beginnings in a family-run guesthouse in the Netherlands to leading a design-led luxury hotel in one of Asia’s most competitive markets, his journey reflects both longevity and passion for service. Snoeks shares insights into his career path, leadership philosophy, evolving guest expectations, and how The Hari Hong Kong continues to position itself as a distinctive lifestyle destination in the city.
1. What do you do?
My name is Edward E. Snoeks, and I have the distinct pleasure of serving as General Manager of The Hari Hong Kong, a 210-room luxury hotel ideally located between Wan Chai and Causeway Bay. The hotel offers a stylish gateway to the city’s vibrant local culture.
2. Can you tell us about your career journey and how you became a hotel general manager?
My journey began at the age of six, helping my mother recycle bottles at her small guesthouse in the Netherlands. It was a modest operation—just six rooms and a restaurant—but it planted a seed that would define my life. By the time I was ten, I had “graduated” to washing dishes, and I’ve never looked back. Hospitality truly runs in my blood; I cannot imagine doing anything else.
With over 30 years of experience in luxury hospitality across Europe and Asia, my passion for the industry remains as strong as ever. A defining moment came in 1994, when I joined The Regent Hong Kong in the food and beverage department. That move set the course for my career, and I have been working in hotel management across Asia ever since.
Returning to Hong Kong to take the helm at The Hari feels like coming full circle. It is my favourite city in the world—the place I call home. As they say, home is where the heart is.
3. In your opinion, what factors contribute to excellent customer service?
At its core, excellent customer service comes down to two things: meticulous attention to detail and a genuine understanding of what guests truly need and expect. Service should never feel transactional; it forms the foundation of every meaningful interaction.
We strive to personalise every guest experience. This requires fostering a culture of sincere hospitality, where every team member feels empowered not only to respond to requests but to anticipate them. When colleagues are attuned to subtle guest preferences, service becomes instinctive rather than transactional.
4. How do you motivate and develop your team to provide exceptional customer service?
At The Hari, we believe exceptional guest experiences are a natural reflection of a happy and empowered team. My approach is rooted in creating a genuine sense of belonging and purpose.
We nurture this by encouraging team members to personalise interactions and by regularly sharing positive guest feedback, highlighting specific examples of thoughtful service. Through trust, ongoing training, and cross-department exposure, we build both capability and connection to the hotel’s success. When people feel valued and supported, they naturally go the extra mile.
5. How does The Hari Hong Kong engage with local tourism, and how important is this connection to your brand?
Engaging with the local community is central to The Hari’s identity, rooted in the vibrant Wan Chai neighbourhood. This connection is essential in delivering authentic, immersive experiences beyond the hotel.
We promote local discovery through curated initiatives such as the “Best of Wan Chai at Night Tour,” a bespoke guided experience exploring the district’s history, culture, and hidden gems—from traditional ‘Villain Hitting’ rituals to rides on the historic Ding Ding tram. For independent explorers, we offer a complimentary guided audio tour covering the neighbourhood’s art scene, heritage shops, and culinary hotspots.
By connecting guests with local stories and traditions, we position ourselves as a true gateway to Hong Kong.
6. What is the USP (Unique Selling Proposition) of the hotel? How is it positioned in this competitive market?
The Hari Hong Kong stands as a modern luxury destination, blending the Harilela family’s legacy of hospitality with a design-led, highly personalised approach.
Located between Wan Chai and Causeway Bay, the hotel distinguishes itself through a seamless integration of art and culture. From the origami-inspired wooden ceiling at Zoku to initiatives like The Hari Art Prize, we offer a layered, visually and culturally immersive experience.
7. How do you incorporate sustainability or eco-friendly practices into hotel operations?
Sustainability is integral to our operations, guided by a commitment to minimise environmental impact while enhancing the guest experience. This approach has been recognised with accreditations such as EarthCheck Silver.
We focus on tangible actions: reducing single-use plastics through our partnership with NORDAQ for in-house water bottling, and providing refillable bathroom amenities from La Bottega. In our kitchens, an ORCA machine processes significant volumes of food waste into environmentally safe liquid.
These initiatives are driven by our internal “Green Team,” which promotes environmental awareness and continuous improvement across the hotel.
8. What is your leadership style?
I would describe my leadership style as collaborative and people-centric. I genuinely enjoy working with individuals from diverse backgrounds—it’s what makes this industry so dynamic.
My role is not to have all the answers, but to create an environment where people feel comfortable contributing and where their strengths can shine. When individuals feel a sense of belonging, it reflects in their work—they become more engaged, present, and connected to guests.
That sense of belonging comes from feeling valued, and my role is to help cultivate that environment.
9. What trends are you seeing in the hotel industry, particularly in guest expectations?
Guests today are seeking more than just a beautiful room—they want meaningful experiences. Wellness and sustainability have evolved from optional to essential components of luxury hospitality. Travellers are increasingly conscious and discerning, and authenticity matters more than ever.
At the same time, adaptability is key. Guest expectations continue to evolve, and we must remain agile—refining our offerings based on feedback and market shifts. Luxury today requires a personalised approach, recognising that each guest seeks something different. Creating memorable, individualised experiences remains our focus.
10. What advice would you give to young people entering the industry?
Stay humble and embrace every learning opportunity. Hospitality is a dynamic and rewarding industry for those who are passionate and committed.
It offers immense potential for growth—both professionally and personally. For the right individual, the opportunities are truly boundless.
The Hari Hong Kong
+852 2129 0388
330 Lockhart Road, Wan Chai, Hong Kong
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