Q: You joined at a time when the global hospitality industry was recovering from the Covid pandemic and travel demand was surging high. What were some of your challenges and how did you overcome them?

Allen: I was with W Bangkok, Courtyard by Marriott Seoul and JW Marriott Seoul prior to joining The St. Regis Singapore in mid-2022. It was a tough time. Travel was starting to surge and borders reopened from the Covid pandemic. We were just starting to rebuild the team when demand began to boom in Singapore. But we kept our focus on our tradition of innovation, impeccable service and rituals iconic to The St Regis brand, and our promise of exquisite experiences for all our guests in Singapore. In 2023 the hotel saw the highest Total Revenue, ADR (average daily rate) and RevPar (revenue generated per available room) since opening in 2007.  

In February this year, we embarked on full renovations to Yan Ting, our Cantonese fine-dining restaurant, and recently debuted the new St. Regis Spa with new, refined elegance. By end of 2025, we look forward to new dining spaces & concepts at the lobby and fully refurbished rooms encapsulating a bold vision of modern yet regal elegance making it timeless glamour.

Edeline:When I joined MHR in May 2022 and transferred to M Hotel to reopen business on 5 Jan 2023, preparations were extremely intense and rebuilding the business from zero base was even tougher. We took about four months to rebuild the business base before operations resumed to normal volume in the 5th month of operating. Year 2023 was an unprecedented year where we achieved an exceptional good financial performance. Our ADR improved 22% from pre-Covid, and we recorded 121.7% in net profit.

Being a general manager is indeed far more intricate and demanding than the charming façade might suggest. It requires a versatile skill set, an unwavering commitment to service excellence, and the ability to navigate a dynamic and fiercely competitive industry. While it may not be a career suited for everyone, I find it to be an incredibly rewarding and fulfilling path. I believe in fostering a culture of teamwork and celebrating our wins—big and small!

Q: In your role as a hotel general manager, what are your key priorities and what attributes should a good general manager have?  

Allen: I prioritise on putting people first. That includes looking after our associates, so in turn, they can look after our guests which translates to achieving our business goals. It is important to ensure that our team knows and believe in our unified vision for the hotel – One Team. One Goal.

In our roles as hotel General Managers, we need to understand that we can’t do everything by ourselves. Effective communication is vital, but listening is often more important, and the ability to adapt to changing environments brews a culture of excellence. For our guests, it is essential to stay up to date with the latest trends and developments in the industry to make informed and strategic decisions.

Edeline: My motivation comes from the people, the guests and associates. Making our guests happy gives a lot of meaning to our job, they are the reason for every decision we make and action we take. With my associates, colleagues and stakeholders, seeing their smiles through their growth and achievements is what gives me the encouragement and drive to continue to be better.

I strive to build a workplace with a culture where my team can thrive by turning every challenge into an opportunity, rise by lifting others and continue to leverage on each other’s strength to shine as a team.

Q: Can you share a little about yourself and how you got into the hospitality industry? How do you spend your spare time?

Allen: I have been in the industry just a few years shy of three decades. I didn’t know what I wanted to do when I finished school and wanted to go travel but my parents knew I would never come back to study.  I chose hospitality management but once I started, it was an amazing experience and there is always more to learn and my passion for the industry is still going strong and hopefully my enthusiasm encourages more people to join the hospitality industry.

I recharge being with my family & friends travelling or just sitting around the house. My kids are teenagers, so they keep my wife Sara, and I on our toes which helps me realize that all my team need balance to truly be effective at work. I enjoy reading and playing team sports but this year some of the St. Regis team and I have signed up for the Singapore Marathon in December, it will be a first for me, so I am thrilled and petrified at the same time.

Edeline: Running a full hotel with constant pressure to achieve the top lines and delivering a good financial performance is never easy. I am glad that with my strong understanding in Finance and in-depth experience in Operations allow me to dissect the business opportunities or challenges quicker and deeper. I was previously heading the Operations and Finance teams at Pan Pacific and ParkRoyal properties respectively before joining MHR.

So typically, after a busy week of work, I relish “me and myself” time with a good spa or hair treatment, and some much-needed quality time with family and friends. I also enjoy gardening and derive much joy and contentment from planting seeds to nurturing and watching them grow into beautiful plants. This resonates well with me at work, as I am passionate about helping others grow to their full potential and developing a growth mindset. It helps to build grit and resilience, a vital attribute to survive our rapidly evolving and challenging modern world. If there’s a pet peeve that I can share, it is rudeness.

Q: Are there any last words you’d like to share about your accomplishment?

Allen: I am humbled by the award. However, it does not belong just to me. It belongs to every single Host at The St. Regis Singapore and those whom I work with in one way or another. The win is only possible through the team's support for one another that had created a welcoming environment for our hosts to make the everyday exquisite at The St. Regis Singapore.

Edeline: I was extremely surprised about the win! Even more so as an Asian and female hotel general manager who managed to stand out amongst the other experienced individuals and big brands. Equally, the win also elevates the hotel brand and positioning in the market. 

When I first arrived at M Hotel, I saw great potential with its simple configuration, beauty and elegance. But the real gem was in the team that I inherited. I discovered that many of them have many hidden talents, and I am grateful that I am able to see them grow in their career. Together with the team, we continue to make small steps and overcome challenges. They are my biggest achievement and satisfaction. I share my win with all of them.