Travel boss thrives under pressure
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.
At this stage of your career, what do you find the most exciting about the tourism industry?
What I find most exciting - the unpredictability and volatility of the business - also happens to be one of the most challenging aspects of the job. I get a buzz out of dealing with ad hoc situations from protests in Bangkok to the volcanic eruption in Iceland.
As we cover so many destinations, any news event in the world is likely to impact any number of our tours and requires us to act quickly and decisively.
This work requires me to think creatively, from many different angles, before taking balanced risks and coming up with a solution.
What changes do you expect to see in the tourism industry?
Consumers these days are savvy internet users who value convenience. It is important, therefore, to keep up with the times and broaden our company's business model from face-to-face consultations to encompassing online and call-centre capabilities.
Several years ago, we launched a platform for customers to make their own air and hotel bookings through our website. By the end of this year, our website will also be able to take tour-group bookings. Although we will still retain our one-stop-shop travel services approach, we will also continue to offer a growing number of new products and services to meet the preferences of an increasingly sophisticated customer base.
What advice do you give to young people?
My advice is and learn from your mistakes. Don't be afraid of making mistakes. With smaller families, young people are growing up more protected and spoilt. They give up too easily and are reluctant to confront their own failings.
This is a huge contrast to when I first started work. There weren't many job opportunities then and I had to give my family half my salary, so I would persevere whenever I encountered a problem.
Passion is key
Work hard and be enthusiastic
Have a passion for what you do, and a mission for what you want to achieve
You should strive for improvement as an individual and in your organisation
