Jill Goh－澳门文华东方酒店总经理－GM, Mandarin Oriental, Macau.
To me, working for Mandarin Oriental is more than a job, I am part of a family. When you are working in this environment, you know a lot of your colleagues, your guests, they all become your friends and you want to take good care of them.
Mandarin Oriental, Macau recently welcomed the newly appointed General Manager, Jill Goh. Her path with Mandarin Oriental started in Singapore in 1993. Before that, it was a casual encounter that brought her to work and study in Hotel Management in Switzerland where she discovered and grew her passion in the hotel industry.
Awarded the Forbes Travel Guide Five-Star Hotel, Mandarin Oriental, Macau is ideally situated in the heart of Macau’s business, entertainment, and high-end retail districts, offering easy access to all major tourist sites and transport hubs. In her new position, Jill will be overseeing day-to-day hotel operations, leading the team in delivering operational excellence and innovative guest experiences.
What can Jill tell us more of the Mandarin Oriental culture? What does she see as the future potentials in business development? And how she can add more to deliver a memorable experience to guests who choose to stay with Mandarin Oriental, Macau. In this issue, DB brings to you the exclusive interview with Jill Goh, General Manager at Mandarin Oriental, Macau.
DB：As the first Asian General Manager in Mandarin Oriental Hotel Group, how has this journey with the group benefited you?
Jill Goh: Regardless of the gender and race, as a hotel group, Mandarin Oriental believes a lot in developing its people. I am very fortunate to benefit from this environment. Mandarin Oriental brands itself to be very exclusive and unique among other brands. To me, working for Mandarin Oriental is more than a job, I am part of a family. When you are working in this environment, you know a lot of your colleagues, your guests, they all become your friends and you want to take good care of them. During my journey with the group in the last 20 years, I have been given a lot of opportunities: new position, overseas exposure, preopening and education. Mandarin Oriental Hotel Group has a very structured and comprehensive learning and development programs. It makes sure that every associate can enjoy an enriching career with Mandarin Oriental.
DB：The digital age has changed the way how people communicate. Social Networks, online platforms are the latest and hottest places where hotels and guests communicate, share and gather information. What are the opportunities for Mandarin Oriental, Macau to join in this digital tide?
JG: The world has shifted enormously in this digital tide and the current generation is “living” very much online. Mandarin Oriental, Macau sees this as a great opportunity and launched the “Hidden Faces” online campaign to promote Macau and Mandarin Oriental, Macau as a destination for travelers. This campaign introduces Macau from various angles with stories telling people of the culture and history of different sights that may have been forgotten by the younger generation. This emotional engagement with the current generation also encourages them to tell stories of these sights and the hotel.
DB：Mandarin Oriental, Macau has seen its growing popularity in the last 5 years. What is the future plan for the coming year of 2016?
JG: Mandarin Oriental, Macau will continue to establish ourselves as a very unique and exclusive hotel in this city of Macau. It is the only non-gaming hotel in this area and provides much-personalized service. To further prove the Mandarin Oriental experience, this hotel has invited several guest chefs – including Michelin star chefs to bring their best dishes to foodies in Macau and around Pearl River Delta. The Spa will also continue to provide the best and most relaxing spa treatment to our guests. We are working very hard to promote Macau and ourselves as a much-diversified destination beyond the gaming attractions. The Mandarin Oriental charm is all about the “Understated Luxury”–elegant, comfortable yet has its own sense of place in the world. You don’t find two Mandarin Oriental hotels the same.