Meet Davis Zhegang Rao | 2023 General Manager Finalist

Welcome to the Stelliers General Manager Finalist Interview Series, where we delve into the dynamic world of hospitality leadership. Join us as we turn the spotlight to Davis Zhegang Rao, General Manager of The Universal Studios Grand Hotel, and explore his professional journey, achievements, and approaches to achieving excellence.

Can you share a brief overview of your career journey to date?

My hospitality career began in 1997 when I joined the Front Office department at IHG Group. I quickly realised my passion for hospitality and decided to pursue a master’s degree in Hospitality Management at the University of Birmingham in the UK.

Throughout my career, I have held various roles in both Rooms and Food and Beverage departments, working with different international hotel groups such as Marriott, Hyatt, and IHG. I steadily rose through the ranks, achieving the position of General Manager in 2017 while working with the Rosewood Hotel Group.

In 2020, I embarked on a new chapter by joining The Universal Studios Grand Hotel at Universal Beijing Resort, taking on responsibilities for a significant property and project from pre-opening.

One of my favourite aspects of this career is the opportunity to meet people from diverse backgrounds, each with their own unique personalities and cultural backgrounds. I aim to understand and fulfill their needs and expectations, ensuring that their journey with us becomes a truly memorable one.

What challenges have you faced throughout the 2023 recovery, and what best practices can you share with us for facing such challenges?

Competition.

As the economy continues to recover, competition in the market is set to become more intense. Several new hotels have emerged in the region. Our competitors may introduce advanced products or services, adjust their pricing or marketing strategies, and improve their operational efficiency.

Best practice:

To effectively navigate this competitive environment, it’s imperative to conduct comprehensive market research. This will provide us with insights into our competitors’ activities, allowing us to make informed adjustments to our product offerings, pricing strategies, marketing approaches, and efficiency measures.

At the same time, we should find ways of differentiating ourselves from other competitors, such as leveraging our unique privileges and location advantages, to establish our iconic brand image and cultivate a dedicated customer base.

*Universal Studios Grand Hotel Handover Ceremony*

What best practices do you follow with regard to hiring and retaining talent?

Hiring and retaining talent is critical to success in the hospitality industry. Here are some best practices we follow:

*Marathon with the New World Wuhan team*

We actively promote our brand and organisational culture to entice prospective talent.

A rigorous background check is conducted for all candidates to ensure they possess the necessary skills and qualifications.
We cultivate a conducive and positive work environment, offering competitive salaries and benefits, along with opportunities for career development.
New hires benefit from tailored training and mentoring programs, expediting their integration into the team and enhancing their skill sets.
To demonstrate our appreciation and encourage retention, we offer employee and family discounts, as well as complimentary park admission.
A structured performance review process is implemented to ensure employees are meeting their goals and receiving useful feedback to improve their skills.
We foster a culture of ownership, urging employees to be proactive in problem-solving, and we reward them for doing so.
To broaden skillsets and ensure collaboration, employees are encouraged to engage in cross-training and task force assignments across various departments.
We create a sense of camaraderie by sponsoring team-building activities and celebrating milestones together.

Most importantly, we emphasise the significance of hiring for attitude and providing the necessary training for skill development. An employee's attitude can profoundly influence the overall culture of the company, making this aspect of paramount importance in our hiring process.

How have guest expectations changed in 2023, and how have you addressed the change?

With the rise of social media and user-generated content, guests have become more discerning. They expect a personalised experience that exceeds their expectations in every aspect, from offerings for special occasions to the level of service and immersive experiences given.

To address this change, we have developed a range of kids’ activities and facilities, added more IP themes to the products we offer to customers, and help our guests celebrate their special occasions.

What book or podcast have you recently read / listened to that inspired you?

Nonviolent Communication by Marshall B. Rosenberg PhD.

I have had the privilege of training and working with numerous young talents who have subsequently become industry leaders in their own right. I possess a profound understanding of the importance of effective communication.

Every individual harbours the innate need to be understood and heard. This book teaches us the importance of using honest, non-accusatory language as well as the art of listening from a place of empathy.

What is a motto that you live by?

The key to achieving great work is to love what you do.

View the Full Finalist List for Stelliers 2023