Referring himself as a "self driven and passionate," Gino Tan, general manager of Grand Millennium Beijing, has been sparing no efforts in leading his team in achieving admirable achievements for the five-star hotel since his appointment in April 2011.

Among the most notable ones are the returns to stakeholders the hotel has achieved this year, the increased confidence his colleagues have toward the hotel, the brand, and the enhanced relations the hotel has built with its patrons and business partners.

Into his 20th year in the hospitality industry, the native Singaporean still comes across as someone who is highly engaging, extremely accessible to his guests and associates, and attentive to every detail , attributing this to his years in a previous luxury tier hotel background.

The success in managing the flagship for Millennium Hotels & Resorts in China comes both from his unique management style, and his Asian philosophy of "under promising and over delivering."

"Besides my guiding principles of profit, people and passion, I also focus on performance management, inter-departmental cooperation and communication," said Tan.

"Communication is essential in hotel operations. I observed the general trend of averse information sharing amongst colleagues when I first assumed my position. This has led to avoidable impediments in hotel operations. Perhaps culturally there is a mind-set that information equates to authority," Tan explained. To improve the communication within his hotel, Tan has been conducting monthly informal closed door conversations with associates, randomly selected from various departments in a relaxed environment which allows them to understand the hotel management's strategy and allowing them to engage in two-way conversation with their general manager.

Located in the hustling CBD area, the hotel has received many dignitaries and celebrities. To deliver memorable experiences beyond the necessary research on the guests' preferences is the more important factor.

"Our colleagues have been consistently reminded not to over promise, whether it is an organization of an meeting or event, a VIP arrival or the like; but to manage our customers' expectations realistically and with honesty," said Tan. " The end result of exceeding expectations leaves a more satisfying experience which eventually translates to more return guests."