‘Houses Not Hotels’ is the bold tagline for The House Collective, is a Chinese luxury urban brand with three properties located in Chengdu. Hong Kong and Shanghai. This is not just a tagline. It’s the DNA of the brand and the culture, which are reflected in each amenity offered and every interaction with guests.
In hospitality, we’ve learned that the best brands pay attention to every detail in order to deliver on the promise of personalized services. In a world where the number of choices is overwhelming and there are so many channels to explore new hotels, the key is to stay innovative with the experiential design without losing sight of the essence of the travel business: making the customer feel at home.
This is why it’s so important to have a culture that reflects the values of your team. We were able, in this case, to bring together all three general directors of The House Collective and discuss what makes each one special. They also discussed how they reflect the deep history of their respective cities.
We are pleased to welcome:
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- Kristina Snaith – Lense, General Manager Upper House Hong Kong
- Olivier Dumonceaux is the General Manager of The Middle House Shanghai
- Christian Kronast General Manager The Temple House Chengdu
Each GM has a unique perspective on the properties they manage, and their diverse backgrounds offer a unique lens through which guests can see each destination. This speaks to the power of hospitality, which is bringing people from all over the world together for co-created and shared experiences.
This is what we take away from each House. The future of bespoke luxury travel is not just sense of place; exquisite facilities, outstanding décor and personalized service; it’s doing all these things in a unified, cohesive manner to allow guests to discover a destination while also revealing a new part of themselves in the process. Listen to what each House’s master has to say.
Begin with a few sentences about your experience in the luxury hospitality industry.
Snaith-Lense: I am a fourth generation Hong Kong native, and have been a hotelier for my entire life. Hospitality runs in my veins. My journey began at the Grand Hyatt. I was a bellhop for a short time and learned the true meaning of service. Today, I have a vision for luxury that is based on the principles of timeless elegance. Upper House The foundation of the hotel is intimacy, authenticity and an emotional connection. We don’t just offer a five-star experience; we create a sanctuary of calm right in the center of the city. Every detail is carefully designed to make our guests feel relaxed and comfortable.
Dumonceaux: I have spent almost 11 years with The House Collective. Each chapter has unfolded in a different city, with its own rhythm and energy. I began my journey at The Temple House Chengdu as Executive Assistant manager, leading the restaurants and bars. Then I became General Manager of The Opposite House, Beijing. I am now proud to be the head of The Middle House Shanghai. With a deep-rooted understanding of the Houses and the vibrant tapestry of Chinese Mainland culture, my vision is to shape an experience that captures the pulse of contemporary Shanghai – where art, fashion and innovation collide in the most inspiring ways.
Kronast: In the heartland of Bavaria I began my hospitality career at a grand, luxury hotel. It was there that I discovered the magic of impeccable customer service. From there, I stepped into a range of leadership roles within InterContinental Hotels Group, honing my expertise in Food & Beverage before leading the preopening of two Crowne Plaza properties in Oman and Indonesia as General Manager. Now at The Temple HouseMy vision is to create an experience that seamlessly blends contemporary luxury with the rich cultural heritage of Chengdu.
What unique features or experiences makes your house special?
Snaith-Lense: Our House is an oasis of calm above the city. The design, inspired by nature, creates a perfect blend of sophistication and calm. Everything from serene suites, a stunning collection of art to wellness residences and intuitive customer service is designed to make our guests feel at ease and to keep them coming back.
Dumonceaux: The Middle House is a place where Shanghai cool meets Milanese style. A six-meter high chandelier made of 3,760 pieces Murano Glass will catch your eye as soon as the property is entered. Designed by architect Piero Lissoni, the House blends sleek Italian minimalism with intricate Chinese elements, coming to life with art-filled spaces inspired by the theme ‘I Dream of China’. Nestled between the historic charm of Dazhongli and the buzz of Jing’an, it offers the best of both worlds – heritage and haute energy.
Kronast: The Temple House is an elegant blend of Chengdu’s rich history and modern elegance. The Temple House is tucked behind a restored Qing Dynasty courtyard. Guests are welcomed with a cinematic entrance of softly glowing, suspended lanterns above a stone path. A hidden library – once home to Qing scholars – adds a poetic touch to the setting. Mi Xun Spa has a swimming pool that was inspired by Sichuan’s terraced landscapes.
What is a good example of how you made a guest at home with your team?
Snaith-Lense: For our Director of Guest Experience, Edward Tang, guest connections often evolve into lasting friendships – like the one he’s nurtured with an Australian couple for more than 15 years. Their friendship has been maintained through regular emails, and they exchange handwritten Christmas cards every year. Edward flew with his family to Melbourne when he learned that his friend was ill at home. He didn’t simply send well wishes. Edward knew how much his guest loved our signature ginger verbena fragrance, so he brought a bottle along with him. It instantly transported them back to The House. It’s these quiet, personal moments that mean the most – not just to our guests, but to our team as well.
Dumonceaux: A sister House had referred an established guest from Dubai to us, and they stayed with us in Shanghai for the first time. Mia, Assistant Director for Guest Experience, organized pre-stay communication, and organized airport pickup. Mia was there to greet the family and take care of all their needs. Mia’s parents were so impressed that they wanted their son to learn Chinese someday. Mia was willing to give the boy a free lesson via video chat. In the past six months, Mia has given more than eighty lessons (upto three times a day). She rerouted the flight to Dubai so that she could visit her family. This show of support between the Houses has shown that an opportunity to be hosted can also foster a friendship.
Kronast: After a day of fun, our team brainstormed and got creative to surprise the two guests each evening as they returned to their rooms. Knowing that the guests are big fans of pandas, we welcomed them ‘home’ with panda plushies costumed and posed to tell a story based on their day. We dressed up a panda as a Kung Fu Panda and a movie star, since one of the guests is an actor. They returned the following day to find two pandas in love. The pandas had also enjoyed our Mi Xun experience and were dressed in their full spa attire! It was touching when, on the final day, the guests surprised us. They left us with baby panda plushies as a thank-you gift, saying it was the ‘babies’ of our House pandas. This story shows us how we treat guests as if they were family and create relationships that benefit both parties.
The kitchen is the heart of any home. What are the ways you can tell the history of your area through the food and beverage program?
Snaith-Lense: Located on the 49th floor with incredible skyline views, our signature restaurant, Salisterra, is a stylish yet laidback spot designed by André Fu. Led by Chef Ricardo Chaneton, the menu showcases his Italian roots, with vibrant Mediterranean flavors from Spain, Italy, France and Greece – a local favorite that’s quickly become a go-to! We focus on Mediterranean cuisine, but also have a selection of Chinese dishes which are popular with our visitors. This includes our signature Chinese breakfast, which features abalone congee and har gow along with pork buns, stir fried noodles, and more. The Green Room, a new bar adjacent to the restaurant that focuses on simple but deceptively complex cocktails, features House Gin and is crafted using botanicals from local areas such as bamboo, cedar and magnolia.
Dumonceaux: To you a sense of the culinary fare, MICHELIN-selected restaurant Sui Tang Li reinterprets Shanghai classic cuisine through inventive dim sum and bold regional flavors, while its hidden cocktail lounge, Sui Tang Shang, crafts drinks inspired by the five Chinese elements – each one designed to evoke harmony and balance. Frasca is an Italian modern trattoria that offers house-made pastas and wood-grilled dishes in a convivial, warm setting.
Kronast: Each culinary concept at our House tells a unique story, all rooted in Chengdu’s rich gastronomic history, which is renowned for its spicy, bold flavors. Mi Xun Teahouse is Chengdu’s only Michelin Green Star and serves a plant-based menu reimagining traditional Chinese dishes with a modern, sustainable perspective. They collaborate with WWF in support of wild panda habitats. At Jing Bar – a Jazz Age-inspired hideaway – expert mixologists shake up inventive cocktails that fuse local ingredients with international flair, making it a favorite among Chengdu’s stylish set.
What programs has your team implemented to help guests discover the best of the city’s surroundings?
Snaith-Lense: We’ve created a variety of unique experiences to encourage guests to explore Hong Kong beyond the usual tourist trails. Every moment, from private art gallery tours to scenic hikes on The Peak, is carefully curated. Our expert Guest Experience team, featuring the ever-popular ‘Leo the Local’, is on hand to craft bespoke itineraries tailored to each guest’s passions and interests.
Dumonceaux: We’ve created a series of immersive experiences to help guests discover Shanghai’s rich history and vibrant culture. Private boat cruises on The Bund, dim sum tastings with Shanghai’s soup dumplings and curated shopping are all experiences that go beyond the traditional tourist trail.
Kronast: We’ve created a range of experiences to give guests an immersive experience in Chengdu. These celebrate the rich history and vibrant culture of the city. Private tours of ancient temples and exclusive visits to nearby panda sanctuary are just some of the experiences we offer to create lasting memories.
