Looking Back, Everything Worked Out

—What inspired you to become a hotelier?



I've been General Manager for 12 years, meaning half my career has been in management. The role of a leader in a hotel is quite unique. Each department has staff with different cultures and backgrounds, but there are times when I can bring these teams together, and their teamwork becomes exceptional. The satisfaction derived from guests and staff in such moments is something I feel is unparalleled in other industries.

—You started your career in Hawaii and then returned to Hong Kong. Could you share the story behind that?

I had originally intended to stay in Hawaii, but I was offered the position of Front Office Manager at The Peninsula Hong Kong. For 65 years prior, this role had always been held by a Western man, so being the first Asian, and a woman, felt very significant. I decided to take on the challenge.

—That was quite a leap. Why do you think you were chosen?

At the time, The Peninsula Hong Kong was looking for someone with a deep understanding of local culture and an international background. I had lived in the U.S. for seven years, so I had that international experience. They also seemed to be looking for someone who could oversee the construction of a new tower wing for the hotel.

—So, it was perfect timing, wasn't it?

Not entirely (laughs). This is a bit personal, but I was engaged at the time, and my fiancé had no intention of leaving Hawaii. I promised him I would return within a year. However, I never did. He has since married someone else and is surely happy. But looking back, everything worked out in the end.

When Things Get Tough, I Go for a Massage with Friends to Refresh

—You're a picture of success for women. What are your secrets for women to build careers and shine in their work?



For working women, I believe there are three key points. First, don't try to be masculine; maximize your feminine strengths. Women often express emotions, and it's important to channel that positively in the workplace. Second, while jealousy can arise among women, set it aside and support each other. Third, surround yourself with good friends. For women, expressing emotions is a vital process, so share work stress and worries with close friends and don't suppress your vulnerabilities. When I'm troubled, I go for a foot massage with my girlfriends to refresh.

—Dual-income households are becoming more common in Japan. How is it in Hong Kong?

In Hong Kong, partly due to the high cost of living, more women who previously stayed home are now working. The investment in children's education, including field trips, is also increasing year by year. In Hong Kong, we have systems of support from other family members or by hiring helpers. It's a trend that will continue, with more women striving to be good mothers, wives, and successful businesswomen while maintaining their careers.

—You are likely the first female General Manager at The Peninsula Hotels. Are more women in management positions increasing in other industries in Hong Kong as well?

At the senior management level, there are more positions where women are active, but the CEO level is still predominantly male. Globally, I believe women hold about 20% of CEO positions. However, this is quite natural; not many women aspire to reach the CEO level. I think this is due to reasons like having children or other personal priorities. The Peninsula is a good example: out of our ten hotels worldwide, four General Managers are women.

—What moments bring you happiness in your work?

There are many, but it's truly when I'm with my team members. When I'm at the company and go to the staff canteen, Chui Dim, and share meals and conversations with the staff and team members, that's when I feel happy.

—Conversely, what challenges have you faced in your hotelier career so far?

I've experienced crisis management. During 9/11, I was the Resident Manager at a hotel in New York. After transferring to Hong Kong, I was in the position of Hotel Manager when SARS broke out. Later, in Bangkok, just three months after becoming General Manager, the tsunami hit Thailand. I faced difficulties managing crises during major incidents and disasters.

Another challenge, in terms of retaining staff, is creating an environment where young employees want to continue working. Young people value work-life balance. The hotel industry, with its weekend shifts, standing work, uniform requirements, and shift systems, is quite different from what they might seek. I need to brainstorm ideas and develop programs to present it as an attractive profession.

—We heard you've introduced programs with your unique perspective. What are some unique initiatives or popular guest experiences?

As a group, we offer "The Peninsula Academy," an experiential program where guests can learn about the culture, lifestyle, cuisine, and history of the countries and cities where our hotels are located through unique Peninsula tours and classes. The program I jokingly call the "James Bond Program" (officially: The Peninsula Journey: A Luxurious Peninsula Moment by Helicopter, Yacht, and Rolls-Royce) involves three modes of transport: air, sea, and land, using a helicopter, yacht, and Rolls-Royce. Guests enjoy a scenic flight by private helicopter to a secluded beach, followed by a champagne lunch cruise on a luxury yacht to a bay cove. Finally, they are driven back to the hotel from the yacht's docking point in a Peninsula-customized Rolls-Royce. It's a truly luxurious experience.

Another program, which has since concluded, was for women: a styling program where a professional personal style consultant analyzed all their business, evening, and casual wear with a fresh perspective. As women age, they tend to choose clothes and colors based solely on their own preferences, but this program was very well-received by some participants.

Page.02I Want to Be Passionate Until I'm 85

I Want to Be Passionate Until I'm 85

—You work so hard, yet you are incredibly beautiful and fashionable. Could you share your relaxation methods, stress relief techniques, and secrets to your beauty?



Most importantly, I prioritize sleep. I believe getting 6-7 hours of sleep is essential. Although my busy schedule sometimes prevents me from sleeping enough, I try to go to bed around 11 PM and wake up at 5 AM, aiming for an early bedtime and early rise. I also make sure to stay hydrated, perhaps with tonic water. These small things are important.

—What do you enjoy doing in your time off?

Exercise, perhaps. And watching movies. I enjoy romantic films and comedies. I need time to immerse myself in fantasy. My daily life can be quite busy, but I make sure to reserve at least half a day for myself on weekends. I go for foot massages with my girlfriends and enjoy my free time. Such moments are vital for maintaining a positive mindset. I also travel. When I feel particularly down, I might go to Africa to see the animals. It lifts my spirits, and my worries fade away. Instead of dwelling on problems, I try to focus on the future.

—What do you like about Japan, or what has inspired you from Japan?

The subtlety and attention to detail. This is evident in packaging and gift wrapping, but also in the way people work and live. Despite being busy, they possess a spirit of service and pay close attention to the finer points. When I'm impressed by something, like wrapping paper, I take photos to share with my staff back in Hong Kong.

—As a hotelier and as an individual, what do you aspire to do in the future?

In my work, I want to invigorate the hotel industry. I see it as my mission to convey to younger generations that this is a compelling industry. Personally, I want to remain a passionate person. I aim to be like The Peninsula Hong Kong's journey (the hotel celebrates its 88th anniversary this year) – passionate until I'm 85. After that, I might consider relaxing.



Rainy Chan
Born in Hong Kong. Began her career as a hotelier in 1989 with front desk duties at a hotel in Hawaii. Joined The Peninsula Hong Kong as Front Office Manager in 1994. Promoted to Resident Manager at The Peninsula New York in 2000. Returned to The Peninsula Hong Kong as Resident Manager in December 2001. Became Hotel Manager in August 2002, overseeing hotel and shop management. Appointed General Manager of The Peninsula Bangkok in 2004. Developed various programs from a female perspective, contributing to business performance. Assumed the role of General Manager of The Peninsula Hong Kong in April 2007. Since February 2010, she has also served as Vice President for Hong Kong and Thailand. In 2014, she received the Virtuoso "Hotelier of the Year" award, a prestigious honor in the luxury travel industry.