Tales of The General: Horace Siu
One particularly memorable experience as General Manager at Ovolo unfolded during a severe typhoon. On that night, the winds howled and the rain lashed against the windows, creating an atmosphere of tension and uncertainty. The government had issued the highest-level weather warning of Hong Kong (T10), and many guests were understandably anxious, far from their homes and loved ones.
Recognizing the growing concern among our guests, I called an emergency meeting with my leadership team. Our primary focus was to ensure that everyone felt safe and supported. We quickly established a communication hub in the lobby, where team members were available to provide updates regarding the storm and advise on safety measures. A visible presence would reassure everyone that they were in good hands.
To combat the anxiety in the air, we decided to create a warm, welcoming environment. We transformed our lobby area into a cozy lounge filled with board games, plush seating, and an array of snacks. Our kitchen team sprang into action to prepare comforting meals, including hearty soups and fresh fries, perfect for a stormy night.
One of the highlights of the evening was a karaoke session hosted by our team with the projector screen and microphone. Guests were singing in their pyjamas and their laughter and chatter that filled the air an unexpected sense of community in the face of crisis. This really made all the guests feel calmer and took their mind off the imminent danger outside.
At the same time, our staff remained vigilant. The front desk continually monitored the storm’s progress, providing real-time updates and ensuring that everyone felt safe. Behind the scenes, the housekeeping team was busy assisting with minor leaking around the building and rooms due to the intensity of the rain. Our engineering team continuously made sure our terrace doors remained secure and combatted the violent winds.
As the storm finally passed early in the morning, the feedback from our guests was overwhelmingly positive. Many expressed heartfelt gratitude for the efforts, highlighting how our hospitality transformed a daunting experience into something memorable. They even initiated a donation for our staff to show their appreciation of the care provided throughout the sleepless night. We were really touched by this generous gesture and encouraged us to provide the same level of hospitality in the future.
This night reinforced my belief that true hospitality shines brightest in challenging times. It was a powerful reminder of how teamwork, compassion, and the human spirit can create lasting memories, even in the most trying circumstances. This could not be achieved with rise of AI technology, and which is why I believe that the human element will never be fully replaced in the hospitality industry.