At UEMS, our commitment to hospitality excellence is embodied by team members like Wang Zhiyang. Zhiyang joined UEMS in August 2022 as a Room Attendant at Conrad Centennial Singapore, where he transformed guests’ stays by creating a welcoming, home-like atmosphere. His dedication to ensuring spotless rooms and fresh linens helped make each visit memorable.
Today, Zhiyang is a Team Leader at Citadines Connect City Centre, responsible for overseeing room inspections and upholding quality standards, while inspiring his team toward continuous growth and excellence.
As he embarks on this new chapter, we sat down with Zhiyang to learn about his journey and the experiences that have shaped his approach to hospitality.
What has been the most rewarding part of your journey from Room Attendant to Team Leader and how has this promotion impacted your approach to your work?
The most rewarding part of my journey has been the opportunity to lead and mentor my team. Transitioning into a leadership role has enabled me to cultivate a positive work environment where I can support my colleagues’ growth and development. This promotion has also shifted my focus from completing tasks to fostering teamwork and collaboration. I have realised the value of effective communication and I strive to create an open atmosphere where everyone feels valued and heard. It has been fulfilling to see how my leadership can inspire others and elevate our team’s performance.
Can you share a memorable experience with a guest that highlights what you love most about working in hospitality?
One memorable experience was with a guest who seemed stressed during his stay. I decided to leave a small note and a couple of extra toiletries in his room. The note simply wished him a relaxing stay and offered my assistance if he needed anything.
Later, the guest approached me in the hallway, visibly relieved and grateful. He shared how my small gesture had made a big difference in his day, especially since he was feeling overwhelmed with work. This experience highlighted the personal connections we can create through attention to detail and small acts of kindness, which is what I love most about working in hospitality—being able to positively impact a guest’s stay.
What advice would you give to team members who aspire to grow within UEMS and take on leadership roles in the future?
For team members aspiring to grow within UEMS and take on leadership roles, my advice would be:
- Embrace Learning: Seek out opportunities to learn, whether through formal training, mentorship, or simply asking questions. Stay curious about different aspects of the business.
- Build Relationships: Strong relationships with colleagues and supervisors can open doors and provide valuable support as you advance.
- Show Initiative: Take the lead on projects or volunteer for additional responsibilities.
- Seek Feedback: Regularly ask for feedback from peers and supervisors. Constructive criticism can help identify areas for growth.
- Develop Soft Skills: Leadership requires emotional intelligence, communication and conflict resolution, not just technical skills. Focus on these areas too.
- Stay Positive and Resilient: The journey to leadership has its ups and downs. A positive attitude and resilience in the face of challenges will help you stand out.
- Be a Team Player: Show that you value collaboration and are willing to support your teammates, as leaders often emerge from those who uplift others.
By following these principles and remaining committed to growth, you can position yourself for future leadership opportunities within UEMS.
