The Marco Polo Way An Interview with Eric Waldburger, President, Marco Polo

EDITORS’ NOTE A Swiss national, properties, offering a hospitality experi- Eric Waldburger has over 38 years ence that is warm, effi cient, and dis- of experience in the hospitality in- tinctly Asian. The international class dustry, primarily in Asia. His prior facilities, personal service, and the roles include Chief Executive Offi cer warmth of a Marco Polo welcome con- and COO of Harbour Plaza Hotels sistently exceed the expectations of the & Resorts and General Manager discerning traveler and those who know of other prestigious hotels such what it is to travel well. as The Ritz-Carlton Hong Kong, Are there common traits that The Peninsula Hong Kong, and help differentiate your properties The Mandarin Oriental Macau. as Marco Polo or are you more fo- Before joining Marco Polo Hotels, cused on how each property fits Waldburger operated his own hospi- Eric Waldburger into the local market? tality consultancy fi rm, Esperienza The Marco Polo Way is the es- Hospitality Ltd., providing hospitality related ser- sence of the Marco Polo brand that signifi es our vices to owners and developers in Greater commitment and determination to deliver our China. Waldburger is the founder and was the mission to create value and exceed expectation. fi rst President of the Macau Hotel Association. It is an ongoing commitment and promise of Marco Polo Hotels is a member of the superior comfort, service, and genuine warmth (GHA). What makes GHA COMPANY BRIEF Marco Polo Hotels and hospitality. Through the Marco Polo Way, a good fit for you and would you highlight the (www.marcopolohotels.com) is a wholly owned customers immediately recognize a Marco Polo value that it has brought to your properties? subsidiary of The Wharf (Holdings) Limited, a Hong hotel, not only because of its look and feel but, In recent years, we have experienced sig- Kong-listed company with core business interests most importantly, for its style in which service nifi cant growth in the Asian market, especially in property and investments in communications is delivered by every employee. in China, and at least eight more hotels are and container-terminal operations. Marco scheduled to open within the next five Polo Hotels’ roots are fi rmly in Asia, offering years. Being a member of the Global Hotel a hospitality experience that is warm, ef- Alliance has given us more global exposure ficient, and distinctly Asian. Its hotels are lo- and we are able to strengthen our competi- cated in key business centers in Asia-Pacifi c tive offers, giving our guests more choice including Beijing, Foshan, Hong Kong, and personal recognition, wherever they Jinjiang, Shenzhen, Suzhou, , and travel to in the world. We also benefi t from in China; Cebu and Davao in the being in alliance with the loyalty program, Philippines; and Phuket in Thailand. GHA Discovery, which enables us to com- municate with a database of over three mil- Would you provide an overview of lion loyal customers from around the world. Marco Polo Hotels and a description of Many hoteliers speak about the chal- What has made this industry one where your properties? lenges of being successful in the res- you have wanted to spend your career and Marco Polo Hotels is an exceptional Asian taurant/food and beverage part of the what makes it so special for you? hotel group with contemporary luxury proper- business. What makes for a successful hotel From a very young age, I was attracted to ties located at strategically important business restaurant? the hospitality industry, partly because my centers and major cultural centers within China To be successful in the restaurant busi- grandfather was a hotelier and his fascination and the Asia-Pacifi c region. Each Marco Polo ness, one has to be creative and imaginative in for the business was infectious. What makes this hotel is as distinctive and unique as the destina- terms of theme or the atmosphere one is por- business so special for me is the ongoing inter- tion in which it resides and our portfolio of ho- traying. Hotel restaurants, bars, and lounges active experience I enjoy with both guests and tels continues to grow, preparing us to become need to provide not only an excellent food dedicated employees. one of the leading hotel brands in the region. and beverage offering but also great entertain- You have achieved much during Marco Polo Hotels currently manages 13 ment value. your career. Do you ever think of slowing properties. Eight more hotels are scheduled to open It is about creating a destination for in-house down? between now and 2017, located in Changzhou, guests but more so for the local community. It There are times when I say to myself “How Chengdu, Changsha, Chongqing, Guiyang, and is about providing the audience with what they much longer?” As long as I get the buzz from en- Wuxi in China and in in the Philippines. have come to expect and what will satisfy their joying what I do best, I will just keep going.• Since its establishment in 1986, Marco Polo palate. We at Marco Polo do precisely that and Hotels has been a market leader in the man- therefore enjoy sustained high business volumes Marco Polo Lingnan Tiandi, Foshan (left); Marco Polo Wuhan agement and operation of outstanding hotel in all of our food and beverage facilities. (right); Three on Canton at Gateway Hong Kong (center) 96 LEADERS POSTED WITH PERMISSION. COPYRIGHT © 2013 LEADERS MAGAZINE, INC. VOLUME 36, NUMBER 3