Meet Kristina Snaith-Lense | Stelliers Greater China General Manager Finalist

Could you tell us a bit about how you started in hospitality?

I attribute my love of hotels to my late grandfather who fostered a deep love of service culture in me. I started in the industry at the age of 16, doing summer internships in hotels and part-time catering stints, and it’s been true love ever since! 

I studied Hotel and Restaurant Management at EHL (Ecole Hôtelière de Lausanne) and it was one of the best experiences of my life. It’s where I learnt about the key pillars of hospitality: autonomous thinking, respect, empathy, and caring for others. 

Since then, I have been privileged enough to have worked with some of the best brands in the world, including: Mandarin Oriental, The Ritz-Carlton, and Grand Hyatt. My early hotel life experience included working as a bellhop and door lady for these prestigious luxury properties, though none have felt like home as much as Swire Hotels, where I have now been working for the last 12 years.

Since I was young, I have wanted to be a hotel General Manager, and I have been extremely fortunate to have had some amazing mentors along the way. Brian Williams, our Senior Advisor, and Dean Winter, our current Managing Director of Swire Hotels, continue to be my greatest role models. They are quintessential hoteliers through and through, who lead with their/the heart and push boundaries in our industry by thinking differently.

How do you stay motivated and inspire those around you? .

I am very fortunate to work with a group of incredibly passionate, talented, and hardworking individuals who continue to inspire me daily and who, most importantly, make me laugh! 

To me, having the right start to the day is essential and we do that via our leadership morning meetings at 9:30am, it’s the highlight of my day. We all share a piece of “good news” to ensure it’s a positive and constructive meeting, which sets the tone for the rest of the day. We also leave all devices outside the meeting room to ensure each of us is present and actively participates.

What advice would you give to hoteliers aspiring towards leadership?

To trust in themselves and their capacity to innovate our industry. 

I love the quote from Maya Angelou, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”  

In essence, this is what we as hoteliers have the capacity to do, we have the honour of creating memories and experiences for our guests that come from the heart. And, even more importantly, we have the capacity to shape the future for our teams. 

What personal experience significantly influenced your leadership style?

Opening The Middle House in Shanghai in 2018 was an incredible learning experience for me. As a first-time Hotel Manager, I was responsible for overseeing multiple departments beyond just rooms and managing a hotel opening for the very first time in a brand-new city.

At the time, I had been introduced to Chloe Reuter, the founder of Reuter Communications, through a mutual friend. Despite not knowing me, she invited my husband and me to her home for her 40th birthday celebrations. Chloe became my first friend in the city and was incredibly kind and generous, introducing us to her network. 

She regularly checked in on me at work, offered valuable advice on navigating Shanghai’s work culture, and brought new clients to the hotel. When I found out I was pregnant with our first child, far from family, she helped us find a great doctor and even offered to join me at check-ups, despite running her business across multiple markets. I’ve had the privilege of watching her career from the side-lines – witnessing her grow her business through the pandemic while remaining an amazing friend, mother, wife, and leader to her teams. 

Chloe is kind to everyone she meets, listens intently, and makes you feel heard. These are life lessons that have stayed with me throughout my journey. She showed me how to turn adversity into opportunity in any setting. 

What role does community engagement play in your hotel’s success?

I am from Hong Kong, and my children are the fifth generation of our family to be born here. I truly love this city that we’re lucky enough to call home, and this love drives my commitment to supporting our local community. Since 2018, we have partnered with the Hong Kong Down Syndrome Association to provide vocational training and job experience to its members. 

We introduced EDIT Academy to our residences at Pacific Place Apartments, a platform dedicated to shaping future innovators through sustainability. Recently, we hosted a Farmer’s Market, complete with a lemonade stand and various stalls prepared by children on The Lawn, to raise funds for families living in sub-divided flats. 

We also host regular puppy adoption days on The Lawn to help our furry friends find forever homes. 

This festive season, we’ve collaborated with de Gournay to create a unique handmade Christmas tree to raise funds for Mother’s Choice. 

What trends do you see shaping the future of the hospitality industry?

According to Robb Report, Millennials outspent Boomers last year, and are predicted to represent 80% of luxury purchases by 2030, including travel. As a result, luxury hospitality is being shaped by their preferences for personalised experiences, sustainable luxury, immersive technology, and authentic cultural engagements, which have all emerged as the key trends. This demographic are more mindful consumers and care increasingly about sustainability, which is an ethos engrained in every fact of the guest journey, from the Bamford bathroom amenities comprising upcycled packaging, soap cycling and Belu water systems in our restaurants. 

New Global Wellness Institute research reveals a wellness market surge post-pandemic, at a growth rate of 12% annually since 2020, forecasted to increase by an additional 52% in 2027. Health and wellness are a key pillars at the House, comprised of exclusive offerings, such as FAMILY FORM, a dynamic and bold full-body sculpting workouts, and GOOD Yoga, a disciplined and centring practices. 10x Longevity is set to become the city’s foremost pro-ageing, longevity and recovery destination, featuring state-of-the-art equipment and technology, complemented by progressive facial and body treatments, offer an individualised approach to wellness that prioritises long-term vitality. From oracle and tarot reading and crystal viewing sessions with Stone & Star, to professional make-up artistry, complimentary meditation sessions, chiropractic services and laser rejuvenating therapies - mind, body and soul are catered for.

I am confident that quiet luxury will continue to be popular, led by a growing desire for authenticity and individual expression. Both of these have been mainstays at The House through personalised itineraries created by our Guest Experience team who recommend authentic cultural and dining destinations, and curated experiences that go beyond what is typical.

The meaning of luxury has changed, and this now encompasses sustainability and technology in the decision-making process for discerning travellers. We look forward to incorporating the fast-growing trend of smart tech into the guest experience too in the coming months.

If your hotel had a theme song, what would it be? 

Everywhere by Fleetwood Mac. 

If you could have dinner with anyone, who would it be?

The godfather of boutique luxury hospitality and the ultimate innovator within our industry, Adrian Zecha.  

The King, Elvis Presley – a favourite of mine since childhood, growing up watching his movies with my grandmother. I still love his music. 

The Iron Lady, Margaret Thatcher - another absolute force and ahead of her time.  I find her truly fascinating and a real inspiration as a pillar of strength.  

And lastly the original cast of Fawlty Towers. I loved this series, and it is still so relevant to the daily farce of hotel operations.

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

I’m currently reading (and loving) Digital Body Language by Erica Dhawan. Extremely relevant to the data driven world of communication we now live in, showcasing great insights into the current complexities of doing business in the age of digital transformation. I also recently finished reading Outlive by Dr Peter Attia, a great dive into living well, longer, and more fulfilled emotionally.  

I love podcasts as they allow me to dip in and out whilst on-the-go. My favourite series’ over the last year are quite varied in terms of content, but so helpful in my various roles as a working mother of three, while leading a team of over 300.  

🎙️

DR Chatterjee “Feel Better, Live More” 

The Diary of a CEO with Steven Bartlett 

Danny Meyer “The Power of Hospitality” 

What is a motto you live by?

Roald Dahl has been engrained in me since childhood and I always come back to this: 

As the awards ceremony approaches, we look forward to celebrating the exceptional finalists who exemplify dedication, innovation, and a commitment to elevating the hospitality industry. 

Join us for an unforgettable evening at the Stelliers Greater China Awards, where we’ll honour those who inspire, uplift, and set new standards in our industry. Don’t miss out – book your tickets now and be part of this remarkable celebration! 

Stelliers Greater China 2024 Awards Ceremony 

Date: December 13, 2024 

Venue: JW Marriott Hotel Macau 

Dress Code: Black Tie