An Interview with Macy Lam
We were honoured to interview Macy Lam, the General Manager of Crown Towers, Macao, who recently became a finalist for General Manager of the Year 2017 – Greater China. Read about her journey in the hospitality industry and what she wants to pass on to the younger generation.
I was born and raised in Hong Kong, before my family then moved to America where I continued my education. Hong Kong is a unique city, a Chinese “place”, with a British colonized metropolitan city feel; it is like a melting pot of Eastern and Western cultures. Over the years many international hotels have made their mark in Hong Kong and from a young age I have continually been exposed to the hospitality industry in the vibrant city. I was always fascinated by the way one person can make such a long lasting impact on guests through their service.
I don’t enjoy everyday work routines, I like a challenge and prefer to push myself to beyond my limits. The hotel/hospitality industry is about how well we create memories and pass on experiences to others. There are no set rules when looking after guests, as no two people have the same needs. With this in mind, I knew the industry would satisfy my desires, which is why I decided to study Travel Industry Management with a focus on Hotel & Restaurant Management at the University of Hawaii. Thereafter, I completed a MBA in International Business before later going on to complete an Executive MBA. My overall education established a strong foundation for my career in hospitality and enhanced my business skills and acumen
My work experience has spanned across the Far East and the US, contributing significantly to strengthening my cultural competence and developing my commitment to guest services’ excellence.
In 2001, I was selected to complete an 18-month intensive Group Management Development Program (GMDP) in order to obtain an Executive MBA. It was challenging balancing the program with the demands that came with a management role in the hospitality industry, however, it was also immensely rewarding as it sharpened my leadership skills and knowledge.
Another valuable aspect of my career development has been and continues to be serving as a mentor, coach and guide to the career development and growth of the individual members in my teams. As I perform the role of trainer I am also learning from my teams and together we continue to grow and add value to our company and to ourselves.
I have also been fortunate to have worked for some of the most talented leaders in the industry. I owe much of my success to their coaching and mentoring. During my first job, I worked with Joyce Watson, HR Director of Mandalay Four Seasons, she taught me the importance of “seeing beyond a person and exploring their potential”. In this role I was extremely shy and found it difficult to interact with colleagues and guests. It was also the trust and patience that I received from Paul Cherrett, Front Office Manager of Mandalay Four Seasons, that helped me to overcome this.
I have treasured all the guidance and support from my mentors along the way, therefore, it is my duty and privilege now to “pay it forward” and guide the younger generation. I aim to provide an environment which inspires, motivates and challenges them to bring out their best and to achieve their highest level of service excellence, with genuineness and passion straight from the heart. I wish to share my career journey and the milestones, hard work, sacrifices, achievements and the lessons learned that led me to be a finalist. I hope this will serve to inspire them to set clear and measureable goals (for which I will hold them accountable) and relentless in their pursuit of excellence in everything they do. Most importantly is for them to be life-long learners.