Meaningful changes have been underway at Mandarin Oriental Pudong, Shanghai ever since the luxury hotel welcomed hospitality pro Emil Leung back to the group.
The Hong Kong native was appointed new General Manager and Area Vice President of Operations two years ago, and oversees both Mandarin Oriental Pudong, Shanghai, Mandarin Oriental Wangfujing, Beijing and Mandarin Oriental Qianmen, Beijing.
If Emil’s name rings a bell, it might be thanks to his impressive 30 years in the industry. Not only did he previously served as Regional Vice President at The Langham Hotels & Resorts, China, but he also spent a decade at Mandarin Oriental’s flagship property in Hong Kong back in the ‘90s, making his return to the Mandarin Oriental Group a sort of homecoming.
Known for his sharp leadership skills and passion for exceptional service, Emil’s awards cabinet is stacked.
He’s been named “Top 10 Prominent Youth in the Chinese Hotel Industry,” “Best General Manager of the Year” (Golden Pillow Awards), and recognised at China’s Hotel Starlight Awards multiple times.
That said, is personal touchstone or proudest achievement are not the awards, but this: “Fostering a workplace culture that prioritises employee well-being and professional growth. I firmly believe that happy and motivated colleagues are the key to delivering exceptional guest experiences. Seeing team members flourish in their roles, grow their careers, and provide outstanding service brings me immense satisfaction.”
Emil Leung posing before the new glass Christmas tree in the lobby of Mandarin Oriental Pudong, Shanghai
He’s seen it all, from the way technology has revolutionised hospitality (“Like tailoring guest experiences using data analytics and streamlining bookings”) to the industry’s significant move towards prioritising sustainability (“It's about contributing to the next generation and the community”).
On this last note, it is impossible to ignore Mandarin Oriental Pudong, Shanghai’s own dedication to the planet’s wellbeing.
“To mark our 11th anniversary, we created a unique, reusable Christmas tree, showcasing our commitment to eco-friendly innovation.”
— Emil Leung
A little known fact about Christmas trees: most are single-use only, and are sadly disposed of at the end of the season, contributing to unnecessary waste. As such, Mandarin Oriental Pudong, Shanghai decided to partner with Oravida, a purveyor of bottled water, on the above art project made out of recycled bottles — it now sparkles in the lobby of the hotel.
“We also use Oravida glass bottles in all guestrooms and banquet venues, replacing plastic and recycling them to reduce our environmental footprint,” beams the genial General Manager.
Much has changed about hospitality since Emil first set foot in the industry.
“At its core, however, the industry’s foundation remains the same: delivering genuine care and human connection,” says the General Manager before offering young fledglings the following advice:
“I always tell my team three things: 1) Don’t take things personally. 2) Put yourself in the guest’s shoes and question: ‘why might he or she possibly be upset?’ and 3) If, out of 100 guests, one was unreasonable but 99 were grateful, you shouldn’t let that one bad experience put you in a negative spiral.”
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A positive person as a whole, Emil also believes in expanding one’s horizons beyond work. When he’s not busy running world-class hotels, he enjoys exploring art, culture, and photography in the city.
“My weekends in Shanghai are the perfect blend of exploration and creativity,” he enthuses. “I enjoy visiting contemporary art galleries and museums to find inspiration. Strolling along the Bund or discovering hidden alleys for unique photo opportunities allows me to connect with the city's vibrant culture. These moments fuel both my personal interests and professional perspective.”
Mandarin Oriental Pudong, Shanghai
📍111 Pudong Road (S), Pudong, Shanghai
☎️ +86 (21) 2082 9888
📧 mopud-reservations@mohg.com
All photos were taken by Time Out Shanghai or provided by Mandarin Oriental Pudong, Shanghai. This article is not to be replicated without prior consent.
