A candid but in-depth discussion between Terence and Richard Hatter, GM of Hotel ICON Hong Kong, and Adjunct Associate Professor at the School of Hospitality Tourism Management – SHTM PolyU, about how Hotel ICON came to be and how it continues to live up to its name in the Hong Kong landscape. They cover a wide range of topics from putting people first and understanding the needs of the customer [CRM], EVs, CSR amid a contactless environment, and the importance of design. James Bond even gets a look-see in their discussion as they entertain thoughts of a nice Cigar to cap the session.

Timeline
00:25
Introduction
02:43
Building the Hotel Icon brand experience - A look back...
07:38
Drive for change and transformation part of the Icon brand DNA
11:22
Richard hatter being the 'Steve Jobs' for Hotel Icon
13:00
Delivering hospitality to a new post-COVID guest segment
15:00
Expalining 'We Love to Care' training program
19:10
Richard's take on the 'frictionless' guest journey
23:05
Need to include sustainable consciousness in CSR efforts
25:40
Hotel Icon's early-adopter sustainability efforts
30:00
Closing