3rd-Generation hotelier helms Ritz-Carlton

Marc R. Handl, general manager of the Ritz-Carlton Seoul in Nonhyeon-dong poses against the view the hotel commands over southern Seoul. Just six months into his post, he is working to ensure that the hotel’s success continues while keeping up-to-date with the times. / Courtesy of the Ritz-Carlton, Seoul

By Kim Ji-soo

Marc R. Handl, general manager of the Ritz-Carlton, Seoul, is a third-generation hotelier to whom the hotel industry is second nature.

From that “privileged” platform, Handl is looking to upgrade and refine the competitive service that defines the hotel.

“What people enjoy about the Ritz-Carlton is about the service ... serving ladies and gentlemen. We strive to give a very personalized service, recognition. We try our best to learn the likes and the dislikes of the guests, especially the VIP guests, to make them feel as comfortable as possible while traveling,” said Handl, 40, in a recent interview held at the hotel in Nonhyeon-dong, Seoul. He arrived six months ago.

“When they come back to the Ritz-Carlton, they know they will get the service, the recognition and the comfort,” he said.

This strength is the reason Leonardo DiCaprio stayed with the hotel during his promotional visit for the film “Django.”

The newly-added entrance that leads directly to the THEMAE Spa makes it easier to access the hotel.

Handl has mainly worked in Hyatt hotels since 1999, in Brazil, the United States, Japan and China. But he grew up in a family where his father and grandfather were also hoteliers.

Among the many challenges he has to confront is ensuring that the Ritz-Carlton remains competitive amid stiff competition.

“The new competitors can be new hotels, new restaurants, new wedding halls, new meeting facilities, serviced apartments ... all types of competitors we have to look at,” he said.

As a result he is currently working with his team to respond to industry dynamics by updating all their necessary facilities and technology and making investments to further elevate the quality of the hotel.

It recently opened a Chinese restaurant, Cheehong, and completely renovated the fitness center, which currently has about 1,200 members. To complement its sloped structure, the hotel added a new entrance that leads directly to the THEMAE Spa, particularly popular with Chinese tourists. Lady Gaga reportedly signed one of the outfits she performed in during her Seoul concert last year and gave it to the masseuse at the spa.

The interior of a newly opened Chinese restaurant Cheehong at the Ritz-Carlton, Seoul.

“The hotel industry in Seoul has been quiet for a while. But I expect more new hotels to go up in the next three years,” Handl said. “I want our talented people to stay at the Ritz-Carlton rather than leave to join new projects,” he said.

He is familiar with this trend within the industry, thanks to his working experience in Japan and China. It is particularly acute in China, which thanks to its booming economy, is witnessing the rise of new hotels every year, he said, explaining why he considers it crucial to retain talented employees.

He said he would encourage young Koreans to apply to work in the growing sector as more customers — both Korean and foreign — are expected to make use of signature restaurants, banquet halls and wedding boutiques. The government’s big push for tourism will definitely attract more visitors, including for medical tourism, Handl said.

To thrive in the international hotel industry, he believes one has to be able to adapt to diverse cultures and differing cycles of business.

He further credited Koreans as being among the world’s most hardworking people in the world.

“As hoteliers or hotel people, no matter what level you’re at, you have to be aware of international customers so that you can serve them better. But it’s much more important to be multicultural rather than multilingual, he said.

This is his second stint as general manager after being general manager of BC Fine Living in China from 2011-2012. It is also his second time in Seoul, having previously worked at the Grand Hyatt Seoul from 2007 for three years.

The Ritz-Carlton is located in the heart of Gangnam, southern Seoul, considered the heartbeat of the city’s culture, fashion and business trends. The hotel has 375 rooms, including 47 suites. Some rooms have balconies that complement the view from the room.