Meet Richard Langonné | 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 Richard Langonné, General Manager at the Mandarin Oriental Wangfujing, Beijing, and learn more about Richard’s experiences and strategies for achieving excellence in the industry.

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

My career journey in the luxury hotel industry spans over two decades, during which I’ve had the pleasure of holding a diverse range of prestigious roles. I embarked on this journey after completing my bachelor’s degree in Hotel Management at the esteemed Vatel Hotel and Tourism Business School in France, where my initial experience then commenced at the renowned Hotel de Crillon in Paris.

Subsequently, my career path led me to Asia, where I took on various positions, including managing hotels across Southeast Asia. This journey brought me to different locations, including Bangkok and Macau, with a notable stint at the historic luxury landmark, Metropole Hanoi, as well as my first foray into hotel management in 2015 as a Hotel General Manager in Thailand.

Following this, I transitioned to hotels in both Shanghai, Guangzhou, and Hong Kong, before embarking on my current assignment in Beijing. It was during my role as Hotel Manager at the Mandarin Oriental, Hong Kong, which I undertook in 2017, that I gained significant experience. In this capacity, I was responsible for supervising daily operations and played a pivotal role in enhancing the quality and reputation of the flagship city centre property; a property that holds a revered status within the luxury hospitality sector.

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

The year 2023 has presented its unique set of challenges, especially in the aftermath of a highly disruptive COVID-19 year. This abrupt transition compelled us to respond swiftly with creative ideas, aimed at reaffirming our hotel’s premium presence in Beijing. We sought to engage not only with the local community but also with international travellers, many of whom might not have been aware of our establishment due to our opening just before the onset of the pandemic.

In our endeavour to create a resounding impact during the “relaunch” of our hotel this year, we orchestrated a dazzling event on the terrace of our hotel. This vantage point offers a direct view of the Forbidden City, a setting perfectly aligned with the art and culture ethos of the Mandarin Oriental Wangfujing, Beijing. The event itself was nothing short of magical, serving as a reminder that this is the year of opportunities.

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

Addressing the compensation challenges amidst the competition for talent taking place in China can be quite complex. Our colleagues often receive tempting offers from competitors and local restaurants who are eager to provide attractive packages and promotional opportunities.

However, beyond the allure of competitive remuneration, what proves to be equally crucial is the fabric of our hotel’s culture. A colleague may consider leaving for a more lucrative offer, but they will pause to reflect upon leaving behind not just a workplace, but a familial atmosphere, a nurturing environment, and a strong culture in which they take pride in belonging to. The lifestyle experience that the Mandarin Oriental Wangfujing, Beijing creates for its colleagues mirrors the care and attention we extend to our guests, transforming them into true fans of the brand. This approach significantly helps on both fronts: recruitment and retention.

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

In the current landscape, we have observed reduced travel, heightened caution, increased digital proficiency, cost-consciousness, and a desire to reduce our carbon footprint. Simultaneously, there is also a fierce appetite for in-person interactions. As we are naturally social beings, the waves of the COVID-19 pandemic have left a lasting impact on people, affecting their mental well-being due to the deprivation of social connections.

Now, more than ever, there is a need for human interaction and the delight derived from unique and memorable experiences. To address this, we have created a collection of distinct experiences, exclusively available at the Mandarin Oriental Wangfujing, Beijing. These experiences aim to recreate the emotions that define what life is all about, offering a glimpse into the pleasures that have been suppressed over the past three years.

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

The Secret by Rhonda Byrne is an incredibly inspiring book that reminds us that nothing is impossible. It emphasises that our deepest desires are attainable, and with unwavering determination, the universe aligns itself to make it happen. The book underscores the importance of energy and that putting in the hard work to achieve our goals will always pay off.

The universe is attuned to our inner aspirations and actively works with us to bring our dreams to fruition. Once we have identified our aspirations, and have put in the hard work with confidence, it is only a question of time. So, let’s aim high and transform our dreams into reality!

What is a motto that you live by?

Where there’s a will, there’s a way.