Serve the Local First – John O'Shea

Published on 2013-09-16

IN HOSPITALITY IN CHINA one of the biggest questions is who to serve first – the local or the foreigner?
John O’Shea is the General Manager for The Langham Xintiandi in Shanghai. He has a simple rule: Always serve the local first.John’s reasoning is simple – in China people expect a higher level of personalised service. From restaurants to airport check-ins, China has a higher number of customer services staff. Secondly, the issue of ‘face’ is much more important in China than in many other parts of the world. Serving a local first is a matter of respect.