In Asian hospitality, workforce resilience has become a strategic priority. Gloria Ma, Director of People and Culture at Mandarin Oriental Macao, outlined how the property is embedding wellness into its operational DNA during an interview with Inspiring Women in Travel Asia (IWTA) hosted by Marta Grutka. With over three decades at Mandarin Oriental, Ma rose from a food-and-beverage administrative role to the executive committee, a trajectory that underscores the group’s internal talent development philosophy.
Wellness as a Retention Tool
Ma’s flagship initiative, the MeFit Wellness Program, treats physical and mental health as core HR pillars rather than one-off corporate events. The program includes employee-led sports networks, culinary workshops, and classes taught by internal certified yoga instructors and a local Tai Chi master. “Putting people first is our priority,” Ma said. “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.”
The hotel also invested heavily in mental health support. Ma and 12 property leaders completed rigorous training to become certified Mental Health First Aiders, creating a peer-to-peer network that provides immediate assistance to frontline staff in Macao’s high-pressure tourism environment.
Tangible Business Results
The ROI of culture-first investments is measurable. Following the launch of MeFit, Mandarin Oriental Macao recorded its lowest employee turnover rate in 15 years. The program also flattened the property’s hierarchy: executive committee members regularly run alongside engineering and kitchen staff in the hotel’s running club, strengthening cross-departmental trust and teamwork.
Ma’s approach aligns with broader industry trends. For example, Crystal Cruises has launched wellness-at-sea retreats, and Garrya Mù Cang Chải introduced Vietnam’s first all-wellness inclusive package, signaling that wellness is becoming a cross-sector priority.
DEI and Technology Adoption
Ma has also advanced Diversity, Equity, and Inclusion (DEI) at the property. The executive committee features strong female representation, and the hotel runs specialized internship programs for students with special needs. Cultural food exchanges and appreciation meals help bridge divides among the multinational workforce.
On the technology front, Ma is championing Microsoft Copilot to streamline administrative workflows and HR operations. This adoption reflects a broader push in hospitality to leverage AI for operational efficiency, similar to how Thailand is using wellness and new air routes to drive growth.
Ma’s advice to rising professionals is direct: “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.”
