Why are women hotel general managers still so rare? We ask 5 from Hong Kong and Vietnam

The hospitality industry has long lagged behind others when it comes to women holding the top jobs, notably as hotel general managers.

“It’s a very white, male industry,” says Dr Lalia Rach, founding dean of the hospitality programme at New York University, in the United States. “Is it changing? Yes. But it is changing glacially. Is it right and appropriate that so few women are GMs throughout the world? Of course not; there is no justification for continuing what we know are antiquated beliefs, ideas and practices.”

In Hong Kong, recent appointments have helped to shift the needle. According to the Hong Kong Hotels Association, around one in five GMs across the city’s 300-plus hotels is now a woman. We spoke to some of the most high-profile.

Kristina Snaith-Lense is the GM of The Upper House. The trilingual hotelier joined the property, located in Pacific Place, a retail, office and hotel complex in Admiralty, in 2012, having worked as manager at The Middle House Shanghai. “I am from Hong Kong, my children are the fifth generation of our family to be born here and I truly love this city that we are lucky enough to call home,” she says.

Why are there still so few female hotel GMs?

Snaith-Lense: “Typically, the GM role is heavily operational, with hours that do not necessarily appeal to everyone, regardless of sex, nor does it lend itself to enjoying family life. Traditionally, hotel GMs have even lived on-property, again a lifestyle which may be more of an acquired taste, not feasible with children.”

How is the role of the GM changing in the age of Covid-19?

“It is more important to be as hands-on as possible in support of our teams because, with the current staycation business, most guests arrive for check-in around the same time, at 3pm, while most check out at 12pm.

“This is very different from when the border was open and check-in and out times for international travellers were scattered throughout the day. I and our senior leadership team are rotating between departments every day to support where needed, be it making up rooms, clearing tables or assisting with check-ins.

“It’s been a really great period for us to experiment with new offerings and also to engage our guests more through community-driven activities, whilst supporting local, home-grown brands.

“We have launched a series of home-grown [food-and-beverage]-driven pop-ups, including Matchali, Cookie Department, Teakha, Mother Pearl, Between Coffee and Awa Awa. We have curated quarterly house markets. In December, we welcomed over 25 brands featuring children’s workshops, [food and beverages], lifestyle and wellness to our Christmas House Market.

“We also have an ongoing partnership with LAP [Lifelong Animal Protection Charity] to host puppy adoption day on our lush garden, The Lawn.”

Rebecca Kwan has been GM of the Lan Kwai Fong Hotel since 2006. In 2018, she was elected as chairman of the Hong Kong Hotels Association, the first woman to hold the position since its founding in 1961.

Why are there still so few female hotel GMs?

Kwan: “We often see the promotion of senior roles that involve relocation to other countries or require frequent travel, which is a bigger challenge for women than men because it goes against ‘normal’ familial roles.

“However, 78 per cent of our [the Dorsett Hospitality International group] senior leadership are female and we have always encouraged diversity and inclusion, so this is something that has happened quite organically – especially since the company is led by a strong female president, Winnie Chiu.”

What does the future hold for hospitality leadership?

“In general, women tend to be more interactive and empathetic, stimulating high-quality relationships, bonding and connectivity among team members. Most women naturally have high emotional intelligence, and this is important in the hotel business, where our main role is to serve people. I am confident we will help to create more opportunities for the next generation.”

Amanda Hyndman and Jill Goh are the women managing Hong Kong’s two Mandarin Oriental hotels.

A recent returnee to Hong Kong, Hyndman is GM of the Mandarin Oriental, Hong Kong. She worked as GM of The Excelsior, Hong Kong, before leaving the city in 2009 to take on roles in Washington, Bangkok and, most recently, London.

Goh, a Malaysian, took on the role of GM at The Landmark Mandarin Oriental in May 2019. She has spent almost 30 years with the Mandarin Oriental Hotel Group, in locations including London, Singapore and Macau.

Why are there still so few female hotel GMs?

Hyndman: “Traditionally, GMs came up through food and beverage [departments], which historically had a preponderance towards male leadership. Now GMs are also coming from both rooms and commercial divisions, which means there are more women in leadership roles that lead to GM.

“Companies are committed to gender equality, diversity and inclusion because it is widely recognised that leadership teams which include a balance of genders make better decisions, drive superior results and therefore make for more successful businesses.”

Goh: “Gender inclusion is an ongoing process for many industries, not just hospitality. As female leaders in the industry, we can play an active role in nurturing, which is particularly important for the development of the next generation of female leaders.”

How is the role of the GM changing in the age of Covid-19?

Hyndman: “After almost two years of living with Covid, recognition, personalisation and now personal safety are at the heart of hospitality. Ongoing uncertainty means that guests are choosing to stay with brands they trust.

“It is critical that the general manager demonstrate respect, care and consideration for their colleagues as much as their guests, to build trust. We have to constantly evolve, be agile and resilient – and above all be kind.”

What advice would you offer to teenagers wanting to enter the hospitality industry?

Hyndman: “If you don’t believe in yourself, no one else will. I went from graduate to GM in six years, so I believe that hospitality offers one of the fastest career tracks of any industry. If you are prepared to work hard and be part of a team, in my experience, the sky truly is the limit.”

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Goh: “[You should] not limit yourself, and be adventurous and creative. If I could turn back the clock, I would have started exploring working in different countries earlier in my career. One of the most valuable aspects of our industry is that you can work and appreciate different cultures in various cities. Let the world be your oyster.”

Joy Arpornrat Kuekthong takes us to Vietnam, as finding a fifth female GM to interview in Hong Kong was not as easy as the statistics might suggest, for a variety of reasons.

Arpornrat is GM at Amanoi, a luxury resort in coastal southern Vietnam, a 90-minute drive from Cam Ranh airport. She has worked in Bali, Morocco and Guangzhou, and 2022 marks her eighth year with the Aman group in Vietnam.

Why are there still so few female hotel GMs?

Arpornrat: “It is one of the most time- and effort-demanding jobs out there and requires enormous flexibility in your schedule. Some of the most remarkable women in the industry that I’ve known have also prioritised other vital matters in life, rather than just a career path.

“Many of them have chosen to give their family and loved ones more time while many have also changed their careers and become successful in different areas of expertise.”

What do you bring to your role?

“I bring a feminine approach to my role as a GM. I am a detail-oriented person and a compassionate host, and I use my feelings and passions to manage people, guests, stakeholders and team members.”

How is Vietnam generally in terms of female hotel GMs? Are there many of you?

“The hospitality industry in Vietnam is made up of about 70 per cent women, but [women account for] only about 20 per cent of the general manager roles. However, over recent years, there have been more female leadership positions in other businesses, including the aviation industry, media, communications, education and politics.

“Vietnamese women are some of the strongest and hardest working people, and many of them are so successful in their own right, yet due to what I dare to qualify as ‘gender stereotypes’ in Vietnam, their presence in the senior roles is not in the spotlight – yet.”

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Although Covid has perhaps irrevocably changed the face of travel, one positive development it may have brought about is outlined by the Castell Project, an American non-profit that was established to push for the involvement of more women at all levels of leadership in hospitality.

“Because of the pandemic, essentially every company in the hospitality industry is restructuring. This is a unique opportunity to reshape the industry for a diverse future marketplace,” the project states on its website.

“Eventually, GMs who are women will not be an exception,” Rach says. “But for real change to occur, it is up to the leaders of the industry to thoroughly commit to changing their thinking and [that of] those that report to them.

“The general manager as a de facto male position is simply not good business.”