People, Culture, and the Power of Wellness: A Masterclass from Mandarin Oriental Macao
B2B Travel & Hospitality Feature • Featuring Gloria Ma, Director of People and Culture
In the fast-paced landscape of Asian hospitality, building a resilient and engaged workforce is the ultimate differentiator. In a recent Inspiring Women in Travel Asia (IWTA) interview, host Marta Grutka sat down with Gloria Ma, Director of People and Culture at the Mandarin Oriental Macao, to unpack the strategic frameworks driving employee retention and leadership in a postpandemic operating environment.
With over 30 years of dedicated service to the Mandarin Oriental family, Ma’s journey from a food and beverage administrative role to an executive committee leader stands as a definitive testament to the brand's commitment to internal talent development. During her tenure, she has successfully navigated major milestones, including historic property handovers and high-profile grand openings. Today, her primary focus is completely redefining how the luxury hospitality sector manages and protects its heart-of-the-house teams.
Embedding Wellness into Corporate DNA
The hospitality industry is notoriously demanding, but Ma has flipped the script by positioning physical and mental health at the forefront of her human resources strategy. Under her leadership, the Mandarin Oriental Macao launched the innovative MeFit Wellness Program. Rather than treating wellness as a static, one-off corporate initiative, the hotel integrated ongoing sports networks, culinary workshops, and interactive classes led organically by the employees themselves—ranging from internal certified yoga instructors to a local Tai Chi master.
"Putting people first is our priority," Ma shared during the interview. "We need to ensure that we not only make our guests happy, but most importantly, we drive our people internally. They must be happy first."
This focus on holistic health extends deep into mental wellness. Driven by a corporate mandate, Ma and over 12 property leaders completed rigorous training to become certified Mental Health First Aiders. This proactive peer-to-peer support network allows the team to provide immediate, structured assistance to frontline staff navigating the everyday pressures of a highly dynamic global tourist hub like Macao.
Tangible Business ROI: Lowering Turnover
For B2B leaders skeptical of the tangible returns on culture-first investments, Ma points directly to property performance metrics. Following the launch of the MeFit initiative, the property recorded its lowest employee turnover rate in 15 years.
Furthermore, the program successfully flattened the organization's functional hierarchy. When executive committee members regularly run alongside engineering or kitchen staff in the hotel's running club, it humanizes leadership and significantly strengthens daily operational teamwork and trust across departments.
Embracing Diversity and Next-Gen Tech
Ma’s forward-thinking leadership is equally evident in her approach to Diversity, Equity, and Inclusion (DEI). The Mandarin Oriental Macao features robust female representation across its executive committee and actively supports the local community through specialized internship programs for students with special needs. Additionally, the hotel celebrates its multinational workforce by using cultural food exchanges and appreciation meals to seamlessly bridge cultural divides.
Never one to shy away from structural evolution, Ma is currently championing the adoption of advanced productivity tools, such as Microsoft Copilot, to optimize administrative workflows and human resource operations across the property.
When asked about her core philosophy for rising industry professionals, Ma’s advice remains timelessly clear: "If you have a dream, go for it, and don't hesitate. Never give up is my motto. There is always a solution in front of us."
