Susanna Lau, general manager of Hong Thai Travel Services, began her career at the agency as a junior clerk in the late 1970s. She worked her way up the ranks, in almost every department, from tour co-ordinator to branch supervisor, and corporate development. Appointed to her present position in 1987, she oversees about 900 employees and is responsible for rolling out new products, improving services and motivating her staff to remain at the forefront of a fast-changing industry. She talks to Andrea Li.
Which management principles have you found to be the most important?
Consistency, setting a good example and taking responsibility are the most important principles. You need these values in order to lead people forward. The fact that I have grown with the company and worked in so many different departments has helped shape me into an all-rounder. At the management level, this has been a considerable advantage.
Which professional achievements have given you the most satisfaction?
When the tourism industry hit rock bottom during the severe acute respiratory syndrome epidemic [in 2003], for inbound and outbound travel, I launched local tours for Hongkongers as a way of reviving the industry. This was very successful and many tour operators soon followed.
I am also equally proud of my awards, which include the University of Hong Kong's School of Professional and Continuing Education Distinguished Alumni Fellowship and the international alumni of the year award from Edinburgh Napier University, my alma mater, where I earned a master of science in marketing in 2007.