Marriott has a long history around the world and Rauf E. Malik has served with the international brand for 17 years. Currently the General Manager of the Renaissance Yangtze Shanghai Hotel, Malik arrived in January and is already making beneficial changes to how the hotel operates.

Malik was previously the General Manager of the China Hotel, a Marriott Hotel in Guangzhou for two years. Before that, he was the GM of both the New World Renaissance Hotel in Kowloon, Hong Kong and the New World Harbor View Hotel.

Since coming to Shanghai, what key changes have you made in how your hotel operates?
When I accepted this position, I was asked to breathe new flair and lifestyle into this newly-renovated property. It takes more than a physical renovation to transform to a new five-star look and feel. I'm trying to bring in the "new Shanghai" with subtle changes in staff uniform and bold and colorful lobby décor and expanding and adding finesse to our F&B and entertainment concepts. I'm striving to do whatever it takes to provide the true savvy service and Renaissance experience that our loyal guests have come to expect.

I often put myself in the guest's shoes looking for those little details that matter like special turndown service, comfy pj's, DVDs, those little 'pieces of comfort'–those extra but much appreciated amenities that make our guests feel more at home.

How does Renaissance Yangtze Shanghai Hotel differentiate itself from other 5-star hotels in Shanghai?
Renaissance Yangtze has a unique and established history with the city of Shanghai and its business development for over 15 years. It cannot be compared with the newer properties of today as its people are more experienced, and its loyal customers who've been returning for years have created a unique dynamic and family-like atmosphere.

How much of an impact do meetings and conferences play in Renaissance Yangtze Shanghai Hotel's development?
Quite a significant one actually. As we are a business hotel, it's imperative that we support both sides of their business trip: 1) By day, providing the best venue possible for that perfect meeting or conference and 2) By night, becoming their 'home away from home', providing the most comfortable room, five star facilities, F&B selection and entertainment.

We want to provide the "complete package", allowing our guests to leave all details to us.

What are some of the differences you see between hospitality businesses in Shanghai and Guangzhou?
Guangzhou is still struggling to create itself as an international destination when it comes to the hospitality industry. It has made vast improvements over the past five years, yet it's still building on infrastructure, the number of intentional flights, and other things.

Yet, it still has a lot to offer with its warm climate, convenient proximity to Hong Kong and world famous cuisine, not to mention its bi-annual trade fairs, bringing in billions of revenue each year. Like all great cities in the making, it simply needs time.

On the other hand, Shanghai has built up its image as the "New York of Asia" in the business world. It has earned its reputation as one of the best places to mix business with pleasure, where lifestyle is the best and it's only getting better.

What sort of qualities do you look for when hiring staff for your hotels?
First and foremost: attitude! An employee who is ready and willing to face the international community and serve as an ambassador of China, Shanghai and Marriott is the most in demand. Individuals who are service-oriented, who come to work every day 'delighted to serve', creating the best possible service and dealing with issues proactively.

Most importantly, the ability to work as a 'team player' as this is most crucial to being part of the Marriott family. We offer many opportunities for continued training and advancement, so a bit of ambition is most welcome!

What are some of the most challenging aspects to working in China's hospitality sector?
Different parts of China face different challenges. I mainly speak from my experience in Guangzhou as it's my most recent one. Southern cities tend to have less opportunity for advancement, and cities like Guangzhou are still struggling to gets their place on the map of international business. Of course this is slowly changing.

Shanghai, on the other hand, faces a serious manpower challenge in retaining its quality employees as so many new properties are opening every week.

In general, running a business in China is a challenge overall. The economy is always unpredictable, dealing with cultural differences is never easy, but it's possible to conquer the market, as many international businesses have proven.

Being the General Manager of a 5-star hotel is awesome responsibility. How do you relax and enjoy your time in Shanghai?
At the end of each day, if my schedule allows, I love to sit with a nice glass of wine in our Club Lounge on the 33rd Floor overlooking this great city. Eating well is also very important to me. It's always been a tradition to sit down to a nice meal at the end of the day. Every once in a while, I like to torch up a nice Cuban in our lounge and relax with music. It really helps me to unwind.

What is the best advice anybody has ever given to you about working in hotels? What advice do you have for others?
I take inspiration from Mr. Marriott: "Take care of your associates, and they'll take care of your business." My philosophy: developing and maintaining strong relationships with your employees is the key to a confident and hardworking workforce. With your 'family' behind you, everything's possible. Always start at the 'back of the house' with every effort and work your way up. If you don't have your employees' support, you're in for a long battle.