DEI Advisors Podcast

LIU XinXin, President of H World Hotel Group, Ltd. Interviewed by David Kong

May 08, 2023 David Kong
DEI Advisors Podcast
LIU XinXin, President of H World Hotel Group, Ltd. Interviewed by David Kong
Show Notes Transcript

H World Group Ltd. Is the 7th largest hotel group in the world with over 8,200 hotels in 17 countries, and is listed on NASDAQ. Miss Liu has been the architect of the group's transformation from a traditional hotel company to also being a leader in hospitality technology. In our interview, Ms. Liu shares her thoughts on formal education, how she broke into a field traditionally dominated by men, and her approach to challenges. She also provides advice on coaching and mentoring, networking and finding passion.

David Kong:

Our greetings. We are honored to have Madam Liu, the president of H World Group Limited on our show today. H World Group is the seventh largest hotel group in the world and is listed on the NASDAQ and Hong Kong stock exchange. This group has about 8,200 hotels in 17 countries. Madam Liu has been the architect of H World Group's transformation from a traditional hotel company to also being a leader in hospitality technology. In fact, Miss Liu founded and remains the CEO of H World Group Cloud Information Technology Company limited. It's an IT company incubated by H World Group in 2013. They provide technology solutions to improve operations efficiency and sales marketing effectiveness on assess platform to other hotel companies and other service industries, such as long-term rentals, gyms, spars, and the like. XinXin, welcome to the show. I was most impressed to read about your background career journey. Would you mind to spend some time and talk about how you got to where you are today?

Liu XinXin:

Sure. Thank you. Thank you. Thank you, David. Good morning. Good morning. And I, I know you are very well respected in the industry leader, so it really, the very exciting session to talk with you. And so nice. Thank, Let me just very quickly introduce myself. I think that as you just shared at the beginning, I'm really the technical leader. And then the digital lady, and now is a business lady, But my definition of the digital, this is inter. Between the technology and the business. My past 22 years working experience is really relative to the digital. I, I think, my first job is not for the hotel industry is a little difference with you. I know you work a lot of. For the hotel industry. But my, for my 22 years working experience the first 12 years is to work for the telecom company. I think many guys know, but maybe now in not the very famous 20 years ago it usually the very famous worldwide company. A Lu. And 10 years ago I joined Hru at that time with a very strong belief that it and technology can change the service in that industry. This famous wording, not by me, it by my boss, and now the chairman of Mr. Gigi, a chairman of Edgewood company because Mr. Gigi is really the very, very. Who is also my mentor, not only in the industry hotel industry, but also in my working life. And the Mr. G is also the the founders of Seari who founded not only the Paju, now it's edge, but also foundered for the sea trip and the home. The three na company are really very super. I think that he just assure with me technology can change in service in the industry. And then I think that in the telecom industry, the technology everywhere, and then I think that everybody's contribute the value for. For technology, but I think in the service industry it really need me. And then I joined the industry 10 years ago, because I think technology will be much more valuable here and technology is really, Can bring the next generation hotel and the innovation and bring business value for the industry. So this isn't my dream and then I come enjoy it. But the very interesting point, this is last month. September 17th. This is my 10 years anniversary for the for the industry. I, at that day I shared with a many guys that I would like just to continue my remaining life just to work for the hotel industry because the industry is really amazing. a lot of friends, a lot of super. And a lot of interesting interesting how to see the story and make a life happiness and make the guests happy. And I think that I will continue my life till my retirement. For the industry, for the hood, hotel industry, and I will continue my work life just to strive for Edward as a one of the key players in the worldwide That's all Thank you. Thank you.

David Kong:

I'd be delighted to hear that. And. And I wish you a very successful journey. And I hope you have many more years in hotel industry. It is an exciting industry. You touch on it several points that I'd like to explore further, but let me first ask you about the importance of formal education. I know that you have an MBA from full down university, but also an I MBA from MIT Sloan. How important is one more education to one's career?

Liu XinXin:

Oh. For my MIT program, it really, the hard. But most valuable for my personal career development. It's about 70 years ago during the two file and two a at that time, I still just a ticking of the senior manager do in my last company. Okay. But I think that, I really enjoyed the working the studying life at that time because I think I can share the three key wording for. After my MB program at that time, I think number one, this is be a professional manager. Because, in China, I think the professional manager is just coming, not, how you say, the many years, maybe 20 years ago, is still from the international, like Hong Kong, like Taiwan, like a many out of China. Just a joy. The China means world as a professional manager, but I think to be a professional manager is really with a very solid foundation. The team manage. And the info skill and many things I learned from the I MBA program. I can share with you at that time I still remember we have the course, This is a business English, but we have the session like the sinking on your foot. The professor just call you, I thinking please share with you. I give the topic and then when you stand up and when you come to the frontier and then you can speak immediately. So thinking iron and speak immediately. I still remember very clearly, it really the powerful session just that you make me can deliver the very impressive. Even with a lot of people So I think the fundamental skills, the professional manager, this is the number one and number two be before I joined the, I attend the MB program. I'm still the IT lady at that time. So it is really the system take knowledge and the free work. What's a company, what's a. Just to learn from that. And not only the it, but also the human resource and the sales and the marketing and the finance and even the staff, how to start the business. So many things. So what's a company I can learn from? MBA, And the number three is international. How to say the perspective because I think that you paid attention to not only my MB program and not only from for that, but also this is a mit, the joint program. I think the why I joined the program, because the many things is English and the international, I think the co, the causes, but it really just give me and offer me a lot of things for the international, the business per. Which will be much helpful for my self development not only in my last company, Ausd to be the global professional manager, but also today for Edgewood. Because I think that, now we are just dealing with our. The the international, the business in European market. I think that many things I think that steal from the mba, that we have the international business perspective, and then I think that we use the knowledge. So I think that's all I do encourage my team member, especially the talents just starting from the mba because this is a free work. This is a system, this is a system tip that's in the learning side learning. And even, today it is a female session. I still encourage a lot of ladies, the professional ladies, just to go to the MB program. You can learn from that many things. Yes, Very good Little difference with others. It not just a, it not true, the full. Social contact Many guys just go to mba. Oh, social life and social contact. My objective, Ok, that's all. Thank you. Thanks for

David Kong:

sharing your thoughts. Those are three very important reasons for formal education. Now, you alluded to yourself as the IT lady and also your technology background is impressive, but IT or technology. Used to be a field dominated by men. And was it difficult for you to break in and what are some of the key success factors that have enabled you to be so successful?

Liu XinXin:

This is a very good question, I think the no difficulty for me because I think that I deeply allow. I think the true loud to the job will be the key to breakthrough for any di. This is my principle here. Okay. But really something like the different with other technology guys, especially for the men. It's still the three key successful factors. I just wanted to share with you. Maybe not very successful, but I think they still the different way. Just, I want just to set up for my personality and even just for my team. I think the first one, this is business value proofed not the tech knowledge, the level. Okay. During my past 22 years working experience, I really just do not pursue any advanced tech knowledge. I just, I think the technology with a maturity will be the choice for the hotel industry for actual company. And then it mean that I think that the bin value is the only one benchmarking, just to evaluate the technology is good or not. So I have the very, I had to say the popular wording in the. In case of Nobis value by the two and the technology will be nice. So this is a principle how to make sure the technology can be the biggest driver, can be the biggest value contribution. This is something like the, maybe the guys who is really the technology. Men, We are much more proofer. I think the technology the level, oh, we are advanced we are hard to see the most of the ones that, so a little difference here. And the second point, this is I think the, I have the very consistent working style. Passion and open and positive and teamwork. Okay. I pray for the teamwork with passion and positive attitude. Because, maybe technology guy is most more hard to see the the individual contribution. We are be much more proofed. So it's a team value. Or the in value individual, the contribution proof. I think that approved for the team teamwork and the team value. So this is the reason why I think there are almost a long, a lot of I think the Joy program and even with the very business strategy objective, just to draw the multiple. To achieve the same, the one objective, and then we achieve, I think the team where team focus will be my style. And the number three point for me this is, I think some, it's something like my personality. You can see I'm the typical Chinese lady and with soft and very kind, but very firm So yes, it's something like the different with other must die technology guys mostly are them much more cool and even reserved So I think the totally the difference point. I think that I very cherished this kind of three factors. Just to let me continue my style and I think, I hope we can find a much more successful the program and the contribution for the company and the industry. Thank you, That's

David Kong:

great. I like how you explain Our technology is actually an enabler, allowing businesses to be more successful and like what you said about the teamwork it's always a teamwork and how you'll Yes. Always a teamwork. Yeah, how you use technology for the business purposes, and also like how you talk about your personality being warm and empathetic and not falling into the traditional mode of technologists. Let's talk about any disappointments and setbacks that you have suffered. No doubt we've before gone through them and they disappointing sometimes, but you've found a way to prevail and become successful. So what are some of the lessons that you've learned from your previous disappointments and setbacks?

Liu XinXin:

Setback. I think, challenge is really everywhere. But what makes the challenge normally, I will have to see the proof for the principle is just that to make sure myself can be the positive attitude, which will be the key. But for the setbacks and disappointed, I think that I can share with you. I got a lot of promot. I think that, I wanna enjoy the Hawaii U at the beginning, just taking care of the role of the CIO achieving information office. And in 2019, I think at that time I was promoted to the CDO and the corporate, and last year I just got another wrong promotion to the corporate president. Because I think, I'm a really, very kind, kind of lady and very nice and many guys just give me the evaluation. I think she is the most nice and how to say the kind of. So I how to leverage this guy and now you are the boss and the manager to the so large team. And then how tremendous guys. I think that it really the challenge by the setback here. This is many guys before this is my friends, my partners in the company, and then finally they are the team. So how to deal with a new relationship. Even my team member before just had to say the work with me very well, and when I got the promotion, I even ladies, the team member, just the, give me a lot of complain. Oh, now you are far away with me. And then I think the long. Oh, now you are the boss and how to see that you changed. So this something like the you my disappoint disappointment at that time and how to level the relationship, my team member and my friend. And even something like the now it's how to see the, I still have a lot of hard to say the team. How to give them the much more professional and fail. Finally, I find a way, just for your reference, maybe not right, but I think just to keep the distance in, not a good way. And or I think when you continue the working environment to keep the team much more professional. And solution and result oriented. And then everything will be from complex to the simple. During the past few years, I really just met a lot of troubles here, but now I think better and better Maybe this is something like the difficulty, a challenge and the setback for the latest pro professional manager,

David Kong:

Good. Thank you for sharing your thoughts on that and talking about that. You've been a very successful female executive, but things are not easy for a lot of women that are struggling out there. You alluded to the fact that sometimes. Want to be assertive, but it's perceived the wrong way. And those are some of the challenges that women face sometimes. So what is your advice to aspiring female professionals?

Liu XinXin:

You I think that just something, how to say the shield from with my heart, Jose. Okay. Number one, I think that even we are the ladies, we are the female, but it's still the professional world. I think the professional skills, the professional, something like the knowledge and being driven, solution oriented, we are the key just to keep ourself. In the business world. Okay, This is the number one, and I do encourage the female just to go to the university and to studying from MBA and keep us just to make more the study more and learn more. I think this is the number one. Professional and study keep the studying. And number two, I think, I have the very how you say the the wording among just the summarize from my past the 22 working experience. We have the two W L. The working balance and another one. This is a working li work life line. I think for me, that typically I do not pursue the work life balance because it is really no way just to balance the work and life. Okay. Because this hour I can have to see the stay with my. By next hour, I have to immediately just to join the meeting. This is the vis reality. So I think that we have to find some useful way just to make sure we can be the, another version of the W L B. This is a work life blighted and I think that because now the technology, we have a lot of conference meetings and the online. And the most jobs can deal with by the online, the working model for that. So I think the work life led will the useful way just for the ladies in reference as a professional here. And the number three, we are the multiple room especially for the family lady. Okay. Mother, wife. And the daughter and the professional leader and the manager and the president. I even see a lot of roles. For us, we have to, but how to pursue the happiness. I think that during the past many years, I'm pre practicing the capability. A code is just to pursue the happiness and how to make sure, because I think the learn to choose it's give up all the get or get okay and learn to rehearsal with. This is a many very useful way just to pursue the happiness because happiness is a fundamental that we can make sure in, We can have to see the the, we can grow in our business world and we can be hard to see the much more bad feeling with our Ben. And the last one, this is just for the ladies. I think the lady means the beauty, and I think the ladies also means the honors. Approve for, We have to be the honest lady. And then I think you will find the beauty and the luckiness will be together with us And then I think we will be much more happiness here. So that's all for my show here. Thank you.

David Kong:

Very good. Very thoughtful comments. Especially how your term, that's not work life balance, but work. It's similar to your comment that I heard earlier, which is about harmony creating harmony in your life. Yes. Yes. Very well said. Thank you. You alluded to the fact that you actually have a very good mentor, and no doubt you've been a good mentor and good coach to many others that have worked for you. What is your advice on coaching and mentoring others?

Liu XinXin:

For the coaching. I think that definitely in case of what we want to, how you say to fundamental or coaching in the company, I think that for the ladies, a professional manager and for ladies a professional. Okay. Just a firstly to give the company a suggestion to set up the mental program. During the past years we focus just to set up a mental program in my company, I think in Edgewood, because, the hotel industry is a different be. We have a lot of relationship be be between the people and. Because people service people and people support people. People have people. So I think that the mental program will be the most useful way to make our employees, to get the development and h to see, to get the the career journey are much more better. So I think that give the company suggestion to, to set up the mental program. We are the number one. And I think the number two, this is for the professional lady. We, how to learn to make ourself to be open. And the strong willing to communicate with others. Okay. We have still another, the very famous wedding from my group friends. This is normally the men studying and make them growing. It's just by the hydro. Studying from the book because we are much more proof for the individual just studying and from the book and from other way. But for the ladies, the normal, the useful way we are communications with each with others. Okay. For myself, I think that made a lot of challenges and even the d. I really just communicate with my team and my partner, and especially my boss. I think that, Mr. T, my boss GT is really the very smart and wise man. We can learn from each other. Others. Okay. And I think, which will be the very useful way. But however, we need, keep ourself, be open, and and be strong, willing just to communicate with others. So this is a number two. I think that the number three will be something like the, nobody like the challenge. Okay. When you just select the mental program. Just trying to, someone can be your mentor. We have to learn. We need a c. And we can be challengable. And I think that it's something like the mindset changing here. Okay. Because nobody likes the challenge normally but I think that the mental program can just encourage ourself just to and how to say the strong willing to be challengable and then we can have the self review and even to make our better. And because you. As the experience shared from others, we will be the key and even the, how you say, the double speed just to make us con growing up, make our, the career development much more better. that's all for my share here. Thank you. Oh, thank you for

David Kong:

sharing that. I appreciate that. Let's switch gears and talk about the qualities that you look for in candidates. I'm sure you've. Many executives in your lifetime, and what are some of the qualities that you look for in executive leadership positions?

Liu XinXin:

It's a very good question here, because, during the past many years we hide a lot, but I think now is really half half from high from. And half from just had to see the the internally just a development from the very front here level. Just now it's high level and even the top level. Okay. So I think so when we select the top leaders, the normally, the first way, the first point, this is logical and the strong benefits value orient. I think that, like me, why I think 10 years ago I was very likely just to be selected by my boss, dci. The logical way of the key. And then I think we can define the objective. And then I achieved, during my first and years just to work for Edgewood company, it really very hard to see the impressive, the journey. And I achieved a lot for. My, how to say, the career development and you and Huu also some, sorry. Also I contribute a lot for Hu U at that time we just follow the trend to make our business much more online. And then I think we have the very strong, the direct channel with 18 5%. And the very powerful, Membership contribution was a 17 6%. And then I think that even similarly for the leading operation, efficiency is still the contribution by the digital platform. Now I think that our room staff ratio with it's only and the old one seven is really the very hard to see the smart. In China, and normally this is every number in, in, in Hua, all hotels. Okay. Why I shared with that number one, this is something like the core companies for Hru. Okay? For Edgewood. But still this is when we select a top leader, we help you to make sure that they can just mix things happen. It's okay. The mix things happen. Not talk, not only talk in not only the strong execution, it mixing and the new things happen. And just to follow the trend, and not only the industry, but also just how to lead the industry. I think this is a key a call. It is a landing capability. the number two. Okay. And I think that number yes, a land landing capabil. We are be decided by the strong leadership, the inference skills and the inference skill, not only to the team, but also just to the company, to the partner, and even to the industry to let them just to, to work together with us to make the things happen. I think the last point, this is as I mentioned just now, I think the true. To the hotel industry maybe at the beginning in the true lab, but at least the interesting to the hotel industry will be will be the fundamental point. And finally, I think that this is a much more, from my perspective, is trust the digital Okay.

David Kong:

I really like what you said. The world is moving so fast and our industry is changing so fast. Yes. You look at the way that we do things even before and during and after the pandemic, it's so different. We all have that, that quickly because of a pandemic and we all have to adjust to a new way of operation. So your explanation about. Make thing, making things happen and being being a quick learner and reacting to it quickly. I think those are huge qualities that a lot of companies are looking for these days, and if we aspire to be successful, we have to adopt that type of character. Thank you for sharing. We unfortunately, running very long on time, but I have two more questions for you. One is networking. Networking, no doubt. Network. You can't be successful unless you get around and you know a lot of people and you have advocates and champions that help you with their career. What is your advice on networking? I see you as a vivia is outgoing person. You have a great personality, so you are very likable, but some people are just by nature, an introvert and they don't feel comfortable intermingling with people. What is your advice on networking for.

Liu XinXin:

Actually, I think I'm not the very social lady because, I really fully delegate to my job and my family, and I think the almost my working and the family just occupied of my, how you say, the fully occupied my time. And I think that it really something like the, as I just mention, It's I like to mix complex to be much more simple and I like just to choose which I can give up and which we can how you see the networking part and continue. Okay. And for my networking, I think the, I, the firstly is just the. The only two groups the number one. This is the partnership is basically the business partnership. I cherish just the how to say that every time just to work with to meet with our business partner. And then I think we hope that when I'm, every time the meeting, we can get the the result and the better communication and understanding the business and understanding each other. So I think that the very my business partners always evaluate myself is it's very efficient for the every times the meeting. So I think but anyway, I think, we are still in the business. The business partner is just not only business for yourself, but need business for other self for other hydro partners. So how to make sure we can double wing. The wing approach will be the networking how to see the methodology and the fundamental here. Because every time when we meet with a business, In not just to say hello and we need something like the the real partnership for the real value, not only for Edgewood, but also for the partners company. So I think that this is something like the we can follow this kind of a methodology as a wing being. And then I think we may just to make sure that every meeting, that every networking with a business partner will be, must, will be most efficient. And secondly, I think for my business partners, I'm not only just ay oh we say before especially for many kinds of important partner, I will just to try to set up the individual relationship with. Because we will be much more trusted each other. Okay. And just to see hello and even many guys, the festival, and just to see hello and to meeting again to follow the program and progress but only not, but not only follow the program. From the business world, but also I think to just share something like the the personal and the family I think, which will be much more, how you say the easier to set up the chat, the trust. But it's really the very useful for the professional ladies this kind of way, And I think the second goal for my networking is typical my. Person, personal and individual. The older. Okay. Maybe many older friends. It's just my telecom industry, my digital industry, and even my classmates before MBA classmates and the University of classmates. But I'm really very busy so I could not just had to say, have this kind of ladies talk and other friends talk. Times is really not friendly. Even the one, my older friend, the only, we can meet each other once one year, but it's enough because we cherish each other and we respect each other. And then I think that we, which is hard to see the talk and the happiness and the family and even the dream. And really the hard to see the, have the dream to use the digital and technology just to change and innovation for the hotel industry. not only in China, but also in the world. So I think that they really, very happy time just to get them the recognition and the encouragement. So that's for month networking so far.

David Kong:

Yeah. No I like what you said, and especially to think Win-Win, which is one of the Stephen Cubby seven Habits of Highly Effective People. It's something that, I always try to do think when you gotta consider both sides and also, adding value and building trust and having small talks about family. All those things are so important in that working. Thank you for sharing that. My, my last question to you is, you've made it, you've been very successful and I know you have a bright future. Based on this conversation, I get to know a little bit about you. I can see your passion, your. Is that something that's innate you, that passion and dedication and drive? Is that something that's just like you're born with it or is it something that you can find and do you ever lose it? And if so, how do you find it again?

Liu XinXin:

I think so, the passion and a positive and that would give up. Okay. And very quickly just had to see the breakthrough from the disappointment. And normally it's something no. It's a naturally, I think the the talents, I think that, but I think that we can practice, but practice from what? From the true lab to the job, too loud to the life. And I think the, that's all that's all just how to keep you patient and keep you positive. And the secondly, I think the self-driven rehabil. The self-driven you, as I mentioned just now, we can get the recognition from the friends and we can make the networking from the partner and we can get the, how to say the very positive feedbacks from my cos. But anyway, the self-driven will be the key just to keep us just a much more passion and much more positive. I think that I have already set up my personal and individual working style I never changed that during the past many years, but, so I really encourage my young ladies here and even the famous profess. Just to, can see the videos here. I think that just to set up you individual working style and to make you much more happy and much more hard to see the comfortable and I think that you can achieve so maybe every lady, we are trying to the much more suitable the working style than the how you see. The methodology for yourself. I think the virtual be how to see the key and just a place just to feel for that

David Kong:

I like it. I like what you said. It's really about having chill up for what you do. If you have that, you'll have passion and inspiration and also the pursuit of happiness. Always think about how you're gonna be happy that day, that, that possib outlook is really important. Thanks for sharing so much wisdom and insight with us. I. Enjoy this conversation. You're simply delightful to talk with I can carry on for another hour, I'm sure with no problem. But regrettably, we're out of time. I know you're very busy, Shing. I appreciate your taking the time to be on our show and sharing such wonderful insight. Very thoughtful, very well spoken. I really appreci. So all that turned in. Thank you also.

Liu XinXin:

Yes, thank you. But David, I think on behalf of, for all Ladies Professional, I just wanted to say thank you just because I think the, I know you are now, it's just try to say the, take a love this way, you and conference just to give the female, professional to have the much more. The environment and even the journey in a and Thank you on behalf of, for myself and all ladies by the very good message I wanted to share with you in now in actual company, we have the 15% teacher of the, in the top ladies is a female. File O. Wow. So I think that I think the, we can make our h say the female, the professional much more better, I believe, for that. Please keep And finally,

David Kong:

now you have a part in it. You talked about having the best mentor program in the

Liu XinXin:

Yeah sure. Yeah. Thanks' And finally, I think. You know my name at the very beginning. I shared with you. My name is Sing and Sing. Sing in Chinese. It means happiness and likeness. Our hotel industry now is really just how to say the Covid 19. We met of a lot of difficulties during the past years. I think that I hope my best. And not only just to our ladies, but also to the whole hotel industry to make our industry with the innovation with a new way, just much more happiness and likeness. Ah, thank you.

David Kong:

Thank you very much for sharing that and for those final words. I appreciate it. Thank you. Thank you. And to the audience, to the, to our audience at turned in, I hope you enjoyed the show, and if you did and you want look for more, Shows like that check out our website, di advisors.org di.org. Hope to see you there. Thank you again, sing. Thank you.

Liu XinXin:

Bye.