Meet Kristina Snaith-Lense | 2023 General Manager Finalist
Welcome to the Stelliers General Manager Finalist Interview Series, where we delve into the remarkable journeys and insights of some of the hospitality industry's brightest minds. In our first feature for 2023, we shine the spotlight on Kristina Snaith-Lense, a visionary leader whose innovative approach has set new standards in the industry.
Can you share a brief overview of your career journey to date?
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 hotel internships and part-time catering stints, and it’s been true love ever since! Studying Hotel and Restaurant Management at École Hôtelière de Lausanne was honestly one of the best experiences of my life.
École Hôtelière de Lausanne Graduation
I feel so grateful for my time there and for all of the incredible people that I met, both students and teachers alike; EHL is unique for the exposure to an enormous variety of cultures to the hugely international student base and the vast network this provides after you graduate. Ultimately, school taught us the true values of hospitality: autonomous thinking, respect, empathy, and caring for others.
The Upper House guest experience team
I am also grateful to have had the opportunity to work with some of the best brands in the world, including Mandarin Oriental, Ritz-Carlton, and Grand Hyatt. Though none have felt as much like home as much as Swire Hotels, where I have been for the last 11+ years. The thing that is so special about my life as a hospitality leader, and that continues to be what I love the most, is that every day you have the opportunity to simply show love and care to others.
The Upper House guest experience team
It is a privilege to look after and create meaningful relationships with people, spending time with guests who have chosen our House as their Home in Hong Kong; leading our teams who have chosen to develop themselves professionally within the people-centric culture of Swire Hotels, and aligning with strategic partners who put their trust in us to work together to achieve common business goals.
What challenges have you faced throughout the 2023 recovery, and what best practices can you share with us for facing such challenges?
One of my favourite authors, C.S. Lewis, wrote, "You can’t change the beginning, but you can start where you are and change the ending.” This is a daily reminder that the power for change lies within us, and our own mindset. I approach each day as an opportunity and prioritise according to what is within my control.
Team meetings during COVID
Since borders reopened at the end of last year, we have seen the return of international guests for the first time in almost four years. Whilst the volume has come at a slower pace than expected, and the appetite for tourism is also slower at present, we have had to persevere even more to secure business leads and enhance our offerings to compete within the luxury market.
Room turnover during the busy staycation period
It has been my mission to help remind our guests, partners, and stakeholders what an amazing destination Hong Kong is. We continue to work closely with our community partners internally and externally to showcase this.
Meal delivery to members of the Down Syndrome Association
On a micro level, the talent pool within our industry has shrunk, forcing us to look for more creative solutions to recruit our people. We have partnered with community organisations, including the Hong Kong Down Syndrome Association, Mother’s Choice, and Project Dignity, to offer vocational training and job experience to its members. Those selected to join the programme complete 18 hours of training followed by a two-month attachment across different departments.
What best practices do you follow with regard to hiring and retaining talent?
Our people are at the heart and soul of our House, of what we do, and the reason why we are “Houses not Hotels”. Spending time with our teams is absolutely the best part of what I get to do each day; they are wonderful people who embrace and celebrate that every day and every guest is different.
Hand on heart, I believe in the people culture of Swire Hotels, it is truly special, built upon the purpose of ‘thinking differently’ in all that we do, including hiring. For our front-line team members, we really spend time assessing the behavioural, and soft skills of candidates, often hiring from outside the industry or even fresh graduates. What is most important to us is a high level of EQ – someone who displays empathy and derives energy in connecting with people.
Hiking Dragon's Back with the House management team
Supporting the community, coupled with our commitment to creating an inclusive work culture, has given us the opportunity to work with organisations like Christian Action and the Zubin Foundation which provides employment services to minorities.
In terms of retaining our team, ensuring we maintain our strong culture is absolutely paramount, that we lead by example and spend as much time engaged with them in operations so that all team members feel a strong sense of shared purpose and clear vision. Our leadership team is very hands-on, supporting across departments depending on the business needs at any time of day. To foster a positive working environment and show a deep sense of appreciation, we activate monthly activities to surprise and delight the team.
Snack delivery for the team
We recognise that work-life balance is even more important now and we have prioritised this by offering a wider range of activities that centre around mental and physical well-being for our teams, including: monthly yoga and meditation sessions for all team members to join during their working shift, complimentary chiropractic check-ups, community running club led by motivational coaches, workshops on mental health, tarot card readings and more.
Team beach clean-up
Since the beginning of 2023, we piloted a 4.5-day work week for all team members which has been well received, and a great initiative for both recruitment and retention, as the only hotel in the market to offer this. Additionally, all restaurant teams have been receiving a monthly incentive upon achieving the monthly budget.
How have guest expectations changed in 2023, and how have you addressed the change?
Guest expectations continue to evolve with an increased demand for stays centered around wellness. Our in-house wellness residencies really flourished over the last few years. My personal interest in holistic health made this a real passion project, and it was a privilege to partner with some of the city’s most iconic names in wellness, such as Lindsay Jang, Pervin Clasper, and Rinat Perlman.
2023 Virtuoso Travel Week in Las Vegas
Together we collaborated on curating a complementary array of experiences including Family Form, a dynamic and immersive conditioning workout with heat, humidity, and bold music; yoga classes with GOOD Yoga; designing digital fitness experiences for guests to enjoy in-room; Oracle and Tarot Readings with Stone & Star, in addition to a complimentary monthly meditation with Shakti Healing Circle, just to name a few. Our extensive array of experiences empowers us to meet the needs of guests seeking more than just a holiday and offer powerful transformative journeys.
Art Basel Up Close with Pharrell Williams and Lorraine Schwartz
We also observed the strong desire in our guests to experience a sense of community. We made this happen by supporting local businesses through community-driven initiatives, such as F&B pop-ups with some of the city’s best-loved brands like Matchali, Cookie Department, Teakha, Mother Pearl, Between Coffee, and Awa Awa. This offered guests an authentic foodie experience while reinvigorating Level 6 of The House, now further enhanced by our beautiful new Tea Room designed by the internationally acclaimed André Fu Studio.
Puppy Adoption Day at The Lawn
From quarterly markets engaging local vendors (our House Festive market has become known as the place for Christmas gifting, with a glass of mulled wine and mince pie in hand), to Puppy Adoption Day in partnership with animal rescue organisation LAP held on our lush pet-friendly garden, The Lawn, we delight in making meaningful connections with Hong Kong and the international community alike.
We welcome visiting and local thought leaders through initiatives such as The Breakfast Club, a convivial morning talk with industry disruptors, which provides an intimate gathering for knowledge sharing and networking. In the evenings, we aim to entertain with a stellar line-up of stand-up comedians, or a raunchy drag show featuring everyone’s favourite queen, Madame Mincemeat.
HKDSA Graduation
Last but not least, guests expect more personalised services, which are ingrained in The Upper House brand DNA, celebrating authentic, unscripted, and unforgettable experiences to truly set us apart. Ensuring our guests feel at home with us remains at the heart of what we do, and every detail has been carefully designed with this in mind. Our House team enjoys nothing more than curating one-of-a-kind experiences tailored to specific guest interests. We want them to fall in love with the side of Hong Kong that most resonates with them. We hope to create beautiful memories so guests have a story to tell of their stay with us.
What book or podcast have you recently read / listened to that inspired you?
I love podcasts as they allow me to dip in and out whilst on the go. My favourite series over the last year have been 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.
‘Raising Good Humans' by Dr. Aliza
‘The Diary of a CEO’ with Steven Bartlett
‘Pursuit of Wellness’ with Mari Llewellyn
With regards to books, I've just finished Dare to Lead by Brene Brown. She has such an authentic voice, which reaffirms where I place my own energy in the workplace. My goal is to always be an authentic leader, to lead with a strong set of values, from the heart and with openness and resilience, to create a strong foundation of trust – and ultimately bring longevity.
What is a motto that you live by?
"Happiness is not the absence of problems, but the ability to deal with them."
Charles de Montesquieu