'Smile and your customers will all smile with you'

When Ping Jianfeng started waiting tables at the Jinjiang Hotel 30 years ago Shanghai's service industry left much to be desired, and the city belonged to another era altogether.

China had only just begun opening its doors to the outside world and the local landscape was unrecognizable from that of today, a far cry from having American fast-food joints, international restaurants and five-star hotels on every street corner.

"When I joined the hotel in 1979, we only served people who were recognized by the government," said Ping, who is now in his 50s. "Ordinary foreigners weren't even allowed through the gates."