Rainy Chan, general manager of The Peninsula Hong Kong. Photo: Courtesy of The Peninsula

Rainy Chan might be a veteran of hotel management, but she hasn't forgotten her roots or the value of providing a personal touch to service. "I love the hospitality industry because it's a 'people industry.' I enjoy dealing with people and make sure I get to know everyone, from staff to guests. We are in a position to create wonderful experiences, both for our guests and for our staff," said Chan, general manager of The Peninsula Hong Kong

Born and educated in Hong Kong, Chan began her career at the front desk of a major hotel in Hawaii in 1989. She worked her way up to become front office manager - a position that involved dealing with operational challenges in the aftermath of the Gulf War.

In September 1994, she joined The Peninsula Hong Kong as front office manager. The role allowed her to spearhead changes, improve service standards and inject warmth and friendliness to the traditional class and elegance associated with The Peninsula. In her nearly 20 years with The Peninsula team, Chan has held positions in senior management at the company's hotels in Hong Kong, Chicago, New York and Bangkok.

Chan attaches great importance to the staff training. "The Peninsula's unparalleled commitment to the development of its employees has affected me greatly. Having benefitted from this myself, I believe strongly in investing in our people," said Chan.

"You can hire good people for your hotel, but making your good people 'great' is most important. Our staff represent the soul of our hotels, and I believe that investing in their training is the best way to achieve long-term success. We are committed to providing this, and are committed [to staff] for the long term." 

The Peninsula Hong Kong this year celebrated its 85th anniversary, but Chan has her sights set on ensuring the hotel's bright future.

"It's good to take time to stop and think about our history and tradition. Our anniversary was not only an opportunity to look toward the future, but also to remind everybody about where we have come from. This is the responsibility we should shoulder as the oldest hotel in Hong Kong," said Chan.