Richard Hatter has over 30 years’ experience in the world of hospitality from United Kingdom, the British Virgin Islands, Bahrain, Dubai, Indonesia, PRC – China, Singapore and now in Hong Kong.
Not only he is the General Manager of Hotel ICON, Richard Hatter holds the position of Chairman of the Hong Kong Chapter at the Institute of Hospitality, is a Fellow of the Institute of Hospitality (FIH), an Adjunct Associate Professor at Hong Kong Polytechnic University where he lectures, and consults on ICON’s innovation strategies at numerous leading trade events and conferences.
Get to know our hotelier of the month here ;
What’s the most challenging aspect in running your hotel?
You need empathy, great self expression a solid point of view and the power of reaction.
What have been some of the challenges you’ve faced in your role?
What we know is that these days an obsession with customer service is the main differentiator for any business – no matter what service or product they offer. It’s also true that in a wholly connected world where information changes hands in real time means that those who can deliver personal messages that respect the customer (and how they feel) will win.
It’s also vital to be a social business these days, and by that, I don’t mean, social media, I mean one that is sustainable, community driven, educational, philanthropic, which Hotel ICON is. So that is GOOD.
What are your preferred sources when it comes to learning about hotels?
It is so subjective. We try first and foremost to select sources that work in keeping with the values of ICON.
What kind of marketing tools you find to be effective in PR & Marketing in the hotel world today?
I am not interested in PR per se. I am interested in positioning our various ICON businesses for success by sprinkling magic dust on top of the internal ‘rigour’. I help the businesses carve a niche and make positive noise, and do so in a wholly creative way. This does not take away from the importance of the day to day PR though. That remains vital.
If you were a superhero, what would you be and why?
My superheroes are not fictional characters, but real-life people who change things that need to be changed and to help people who need help like Mahatma Gandhi, Florence Nightingale, Martin Luther King, Jr., and Nelson Mandela, they were all superheroes.