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Xiaomin (Min) Sun joined the 85-bedroom Southampton Harbour Hotel & Spa as front office manager before its August 2017 opening, with responsibility for preparing a team of 15 receptionists and concierge staff.
She ensured that the team was trained to a standard that saw the hotel achieve a five-AA-star rating within four months of opening.
Central to Sun's approach was enshrining the message that every guest should be made to feel special from their initial point of contact. To this end she ensured that her team learned the name of every guest as they checked in, and placed importance in remembering guests' preferences, as well as anticipating their needs. Examples have seen her source toiletries that would not affect a guest's allergies prior to arrival and swap in-room chocolates for fruit after a guest left the sweeter offering on a number of occasions.
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