In the Lounge with Alex Wang
With over 17 years of experience with The Ritz-Carlton, Alex Wang’s journey is one of steady growth, deep loyalty, and a strong belief in the power of people.
Beginning his career as a butler in Sanya, Alex rose through the ranks – taking on key leadership roles in Chengdu, Beiijing, Nanjing, and beyond – before being appointed General Manager of The Ritz-Carlton, Nanjing in 2023.
In this interview, Alex reflects on the importance of empowering team, staying connected to the front line, and why being a great leader isn’t about having all the answers, but about creating space for others to shine.
Watch the full video to hear Alex’s insights on leadership, team culture, and what it means to deliver service that truly resonates.
I have been working in the hospitality industry over 17 years with the one and only brand, The Ritz-Carlton. I started in 2008 at The Ritz-Carlton Sanya, Yalong Bay as a butler and was promoted to Director of Villas in 2012.
Later that year, I was appointed Director of Rooms at The Ritz-Carlton, Chengdu. In 2015, I was promoted to EAM of Rooms at The Ritz-Carlton, Beijing, then transferred to The Ritz-Carlton, Nanjing in 2017 as the Hotel Manager for the hotel’s opening. Then I was officially appointed as General Manager in May 2023.
During these 17 years, I have also worked as an opening trainer with various luxury brands – including The Ritz-Carlton, EDITION, Bvlgari, and W Hotels. I’m also a guest speaker at The Ritz-Carlton Leadership Centre.
It’s been such a privilege to grow with the brand and service in hospitality.
What’s something you’ve unlearned as a leader?
What I have unlearned most is needing to have all the answers as a leader. Earlier in my career, I thought a good leader should solve every problem to show authority but, at The Ritz-Carlton, our strength lies in our team.
From the front desk ladies and gentlemen – who know guest preferences – to housekeeping – who spots service gaps – letting go of that “know-it-all” mindset and having an open-door policy lets me listen more, empowers my team to contribute, and deliver personalised service to meet our guests’ expectations. This made us a stronger team.
What advice would you give aspiring hotel leaders?
Ground yourself in the guests and your team. Never lose touch with the front line. Spend time alongside the team. Greet guests, talk with the ladies and gentlemen and listen to their daily challenges. This is where you will learn what truly matters.
Our ladies and gentlemen deliver service excellence while being taken care of by the hotel management team.
Being a great leader is not about the title. It’s about showing up, listening, and leading with care for employees.
What do you believe today’s guests value most?
Today’s guests, especially those who choose to stay with luxury hotels, value respect for their expectations about service excellence. It’s not only about getting their money’s worth, they care about whether their money is going to real care – not just fancy stuff!
Is there an initiative at your property that sets a new benchmark for hospitality in Greater China?
First, we are building a “wow” team in the hotel to seize any opportunity to engage with our guests to build a long-term relationship.
Nowadays, guests have higher expectations on hotel performance. They don’t only value their money, but also get something that exceeds their expectations. The team will get in touch with the guests from pre-arrivals to departure to make sure they have a pleasant stay and that their requests were solved in a timely manner.
That leads to a great result on guest satisfaction and hotel reputation.
For our environmental project, we have special equipment to help us turn kitchen food waste into compost. We then send this back to the farm, which enlivens our promise to protect the environment.
Both feel like benchmarks to me, mixing local culture with real care for the place we are in.
If your hotel had a theme song, what would it be?
It would be something that relates to our motto: we are ladies and gentlemen, serving ladies and gentlemen. Because it’s our ladies and gentlemen who make the brand powerful.
If you could have dinner with anyone – dead or alive – who would it be and why?
It would be the Ritz-Carlton founder, Mr César Ritz. I would like to have a discussion with Mr Ritz about his opinion on the innovation we have today that elevate guest experiences.
What book have you recently read that inspired you?
The Ritz-Carlton Credo always brings me new ideas. It allows me to deeply understand the importance of company culture and is also a useful tool for me to fully understand the meaning of luxury service.
What motto do you live by?
Tell me, I will forget.
Show me, I will remember.
Involve me, I will understand.
Hospitality is not just about sharing rules, it’s about letting people learn through doing.