Arguably, the soul of every hotel lies in its people — and Mark Holmes, the newly appointed General Manager of Grand Hyatt Hong Kong, is a leader who truly understands this. Charismatic, passionate, and deeply determined, Holmes brings with him not only a wealth of expertise and a profound connection to the iconic hotel, but his love for his people. “I want success for everyone around me, and I want people to feel that they can bring their full selves to work, be engaged, and contribute to the success of our operation,” he shares.
Holmes is no stranger to Grand Hyatt Hong Kong. Having first worked within its storied halls from 2002 to 2006, he returns nearly two decades later to what he describes as “a full-circle moment” in his career — one that is both deeply personal and professionally invigorating. With extensive experience spanning over 15 Hyatt properties across Australia, Oman, Taipei, Tokyo, Hong Kong, and China, Holmes embodies a lifelong passion for hospitality and an unwavering dedication to creating exceptional guest experiences. His return coincides with a monumental moment for the hotel as it celebrates its 35th anniversary. Reflecting on this milestone, Holmes shares his vision for the future of Grand Hyatt Hong Kong and emphasises the importance of crafting meaningful, personalised experiences for every guest.
What does it mean to you personally to return to the Hyatt family, and specifically to Grand Hyatt Hong Kong?
When I was here from 2002 to 2006, I fostered a strong bond with the building and the people, so I’m thrilled to come back and be part of the overall Grand Hyatt experience again. I’ve worked in over 15 Hyatt hotels and started as a corporate trainee years ago. It is sort of like coming full circle, and I’m thrilled to be back at the Grand Hyatt Hong Kong. I acknowledge there are changes to the market and the city, but as with any city in the world, cities evolve and change. It’s an exciting time to be back in Hong Kong. We’re definitely seeing a resurgence in the market at the moment, and that only benefits the operation even more.
What does the 35th anniversary of Grand Hyatt Hong Kong mean to you, and what does it represent for the hotel?
It’s a major milestone for any operation to be in such a dynamic city. We’re very fortunate to have some very loyal, long-standing regular clients. But we have also, through the years, embraced new clients along the way. Grand Hyatt Hong Kong is a landmark for many people. There are families that come here every day for lunch or dinner. People come here to celebrate marriage, birthdays and even throw their babymoon parties. There is a generational aspect to our experiences and it is exciting that we can still meet and deliver on our experiences every day. Those experiences have changed over time, and our clientele has evolved with them. That’s all part of the excitement.
Which anniversary event are you personally most excited about?
Well, the cheeseboard (at “A Grand Cheese Extravaganza”) is massive. It’s 21 metres long and they say it’s one of the longest cheeseboards in the world. I’m also excited that we are doing a 35th anniversary edition of our chocolate cake. Our beloved Grand Hyatt Signature Chocolate Cake, which is very rich in flavour, is now given a new look to celebrate our 35th anniversary.
Is there anything special about Grand Hyatt Hong Kong that you can’t find in any Grand Hyatt elsewhere?
The people. The people always make the building. I am always staggered by how many people there are here. We call out the anniversaries every day during the morning briefing, and every day, there are at least two or three people who have been here for over 20 years. So that’s always great. But the lobby is definitely iconic with the water fountains on either side (for good feng shui) and the renowned Zeng Fanzhi artwork. I personally find the courtyard at Plateau the most magnificent area at night — sometimes you just forget how beautiful it is. Also, I don’t think people in Hong Kong really realised how special our swimming pool was until the pandemic. People came on staycation, and suddenly everyone’s like: oh, it’s the best pool. Well, it’s only been there for 35 years. (laughs)
As someone with years of experience in hospitality, what’s the first thing you notice when you step into any hotel?
I’m a front door person. I always look at the greeting, the welcoming, and the sincerity of it all — that’s the first impression. I think the lobby or arrival really sets the tone for your stay. For me, that’s where it all starts. Funnily enough, it’s also the departure. I’ve always been flabbergasted by how many restaurants are always so quick to greet you when you arrive, but when you leave, you just walk out there, and no one says a thing. If you came to my house, I would greet you, and I would walk you out the door. So I have always found it strange how restaurants forget the farewell. But yeah, that’s what I would notice.
On the same note, what defines success in the hospitality industry to you? How do you measure success beyond financial metrics?
It definitely is about the relationships, the care and the delivery of experiences. We used to talk about the delivery of service or the delivery of food and beverage, but today, people are looking for experiences. That’s the challenge for any hotel at the moment: how do you deliver on experience? Because what one person comes to Grand Hyatt for may be different from what another person comes to us for. Someone might be coming for a meal, someone else for the spa, and another person might be here to attend an event. It’s the touch points along the way — they create the experience that leaves you either with a positive or not-so-positive experience. To achieve success, we need to identify where the gaps are, and I personally like feedback because we can work together with the team to enhance your overall journey. I like the word “journey” because it is a journey from the moment you enter the building to your departure. Everyone has a different journey, and it’s about tailoring it to their needs. That’s really important.
What trends do you see shaping the future of hospitality, and how will you incorporate them into the guest experience at Grand Hyatt Hong Kong?
We’ve got a few initiatives. Are we doing them perfectly? No. But if you think back, we were one of the first to start our wellness initiatives when we opened Plateau 20 years ago — that was way ahead of its time in terms of being an urban resort that encapsulated wellness. But wellness has evolved. Wellness now also encompasses sustainability in terms of what we are doing in a sustainable point of view. How often do we change the sheets? How are the bathroom amenities wrapped? How do we deal with coffee cups and coffee capsules? I’m proud to say we’ve really come a long way. From when I left 18 years ago to today, we’ve come leaps and bounds in terms of all the initiatives we have started — to the point where we are weighing the food waste. We chop it, de-bone and de-shell it, weigh the leftover, biodegradable food only, so we can estimate the usage, especially in buffet outlets, and prepare the right amount of food for the right amount of people.
Where do you see Grand Hyatt Hong Kong in the next five years, and what role do you hope to play in that vision?
First and foremost, continuing the traditions. I think our biggest challenge is attracting a new market and continuing to drive a younger demographic into Grand Hyatt because, let’s put it this way — we’re 35 years young. We don’t have groovy bars. We don’t have karaoke rooms. But it’s how you can translate your offering, especially in your buffet restaurants, to speak to a younger generation that will start to frequent these spaces. And then also, how do we foster careers for younger people? How do we make them see that hospitality is a great career path to embark on? I think that’s definitely our focus.
Editor
Kaitlyn LaiCredit
Images Courtesy of Grand Hyatt Hong Kong
