CHINA’S RAPID ECONOMIC GROWTH has created a lot of overnight successes. Consequently, the wealthy come in all shapes and sizes, making it difficult for service staff to identify ‘high rollers’ and ‘big spenders’.
John O’Shea is the General Manager at The Langham Xintiandi in Shanghai, China. His property is one of Shanghai’s most premier hotels, situated in the heart of the city, and next to the glamorous Xintiandi dinning district. His rule, to not judge a book by its cover is critical to ensure that the highest quality and right level of service is provided for guests.