Swiss-born Marcel Thoma is based in Hong Kong where he leads the team at The Upper House. A hotel where bankers like to stay. In an exclusive interview with finews.asia, he explains why.
Marcel Thoma, how did you become a hotel manager?
I started as a summer intern in a hotel in Switzerland at the front desk. I really like the interaction with guests and the whole environment and that’s how I became involved in the hotel world.
To become a hotel manager, you need to be at the right place at the right time and need to have mentors and people believing in you and supporting you. It is very important.
Please mention five aspects that make your hotel stand out.
First and foremost, The Upper House stands out thanks to its unique design by Hong Kong-based architect Andre Fu. The design itself is understated luxury, whilst offering a sense of calm and is homely. We also have amazing views with the largest entry level rooms in Hong Kong.
«Guests know that they can home time and time again and the team can predict their needs»
The unique hiring and training we do mean our staff stand out. Last but not least, our location is absolutely prime. Combined with the energy and offering of Hong Kong, it makes our hotel a very unique experience for guests.
How would you define «outstanding comfort for your guests»?
The definition of comfort is different for every guest. For some, they really appreciate the personalised service and interaction they have with our Guest Experience team. They know that they can come «home» time and time again and the team can predict their needs, know their likes and dislikes, or even be a part of a memorable experience.
«A hotel is similar to a hospital»
For example, if a guest would like to go hiking but is travelling alone and wants company, a member of our Guest Experience team will accompany/lead them.
It can be as simple as having the room set up to their exact requirement or having their favourite drink waiting for them after a busy day out. We treat our guests as individuals which I think can be rare in this industry with the proliferation of travellers.
Please relate a little anecdote concerning your daily life at the hotel.
No day is like the other, there is always something going on. A hotel is similar to a hospital in that it operates 24/7 and there is always somebody giving birth and happy, and there is always somebody passing and being less happy.
There is always somebody that is in need of something; sleep; a new experience; a lifeline, and we are here to make those things happen.
Which VIPs have been guests at your hotel?
We don’t talk about things like this since we want to guarantee the privacy of our guests. But we obviously have very interesting singers, people from the art and entertainment industry staying with us.
«Improvements in a hotel happen on a daily and monthly basis»
If the readers want to find out, they can go on our Instagram and scroll down to see the various pictures we have posted there, and they can see what has been shared by guests from every walk of life.
What plans do you have to further improve your hotel?
Improvements in a hotel happen on a daily and monthly basis, whether it is maintenance, improving the room product or creating a better experience for our guests.
«Guests can have access to some of the most reputable names from various industries»
We are planning many pop-up initiatives since we want to stay true to our style and our guests like to see what is new and interesting. We are lucky to have support from our mother company which allows us to do…
What does your hotel offer for an unforgettable weekend?
This constantly changes depending on what we have on. If guests happen to be here when we host our signature talk series called «Up Close with…» they can have access to some of the most reputable international names from various industries i.e. Christian Louboutin, Yabu Pushelberg, Jancis Robinson. That is pretty unique!
What’s your tip for activities in the vicinity of the hotel?
A run on nearby Bowen Road – it’s amazing to be so immersed in the greenery but be in the heart of the city. A stroll down to Star Street, with boutique stores and intimate restaurants Lock Cha Teahouse in nearby Hong Kong Park or Maxim’s Palace at City Hall are great places to enjoy a traditional dim sum experience.
Sitting on the top level of a tram is a great way to see the city from one end to the other.
Since the opening in 2009, Marcel Thoma has been working at The Upper House in Hong Kong. First as Director of Guest Experience until 2011, then as Hotel Manager until 2014 and for three years now as General Manager. Prior to his engagement in Hong Kong, the St. Gallen native spent six years in New York as Rooms Division Manager at The Carlyle. Prior to that, Marcel Thoma graduated from the Ecole hôtelière de Lausanne.
