Hotelier looks to steer Grand Hyatt through coronavirus storm

Carl Duggan, a Briton with more than 30 years' experience working in luxury hotels, has moved to Shenyang, capital of Liaoning province, from the coastal city of Qingdao in Shandong province, to embark on a new chapter in his hospitality career.

Appointed general manager of Grand Hyatt Shenyang earlier this month, Duggan is expected to lead his team through the novel coronavirus pandemic to new heights of success, according to the hotel in Northeast China.

Since becoming executive chef at Hyatt Regency Xi'an in Shaanxi province in 2000, he has held senior management positions in many Chinese cities such as Beijing; Dongguan, Guangdong province; and Qingdao, Shandong province.

With acute market insights and a deep understanding of hotel strategic planning, he has won wide acclaim in the hospitality industry.

In 2018, when he served as general manager of Hyatt Regency Qingdao, the hotel hosted Russian President Vladimir Putin and his delegation. At the same time it catered for an international media center for a week during the Shanghai Cooperation Organization Summit.

"I am fortunate enough to have been part of the rapidly growing Chinese hospitality industry and economy as it has evolved over the past couple of decades into what is today－one of the world leaders in hospitality services to be proud of,"Duggan said.

"Chinese hospitality is unique and dynamic offering so much diversity and culture throughout the country," he said."It is really the people that make it so special and different from anywhere else, something I am extremely proud of."

As the virus fades in China, the hospitality industry is gradually recovering. With safety practices set by Hyatt group and the government, including regular cleaning, temperature checking, questionnaires and the use of health apps, Grand Hyatt Shenyang is now offering takeout menu options coupled with discounted presales of set menus for its restaurant Xinfengtian.

For staff members working hard during the novel coronavirus outbreak, Duggan has pondered ways of motivating them.

"Being present and supportive for the team on a daily basis to ensure open communication is important, so questions and concerns raised by team members can be answered," he said.

"Our conversations focus on the positive things while exploring the challenges, seeking improved procedures and processes through better preparation for better results to move forward through these challenging times," Duggan added.

"We are confident the virus will pass and business levels will return, (because) initially the opportunity is there for domestic business," he said.

He added that as the business community resumes travel, the hotel will treat them with improved services as part of its efforts to rebuild guests' confidence in products and services.