When Joanne Chan became the first local woman to serve as general manager of Banyan Tree Macau, her appointment represented more than a personal milestone. It marked a significant moment for Macao’s hospitality sector, demonstrating that local talent was ready to lead some of the city’s most prestigious luxury hotels.
On the heels of her success at Banyan Tree Macau, Ms Chan was recently given the opportunity to take on the role of general manager at The Ritz-Carlton, Macau, a triple Forbes Five-Star property in January 2026. The all-suite hotel features more than 230 luxury accommodations.
Her journey began at Pui Va Middle School, where she first realised that she wanted to pursue a career in hospitality. With the support of her family and a clear sense of purpose, she moved to Switzerland to study at the Swiss Hotel Management School, widely regarded as one of the world’s leading hospitality institutions.
MACAO ID CARD
Name | Joanne Chan
Age | 38
Position | General manager at The Ritz‑Carlton, Macau
Motto | “Be the true you.”
Yet it was an internship at Walt Disney World in Orlando, Florida, that provided her first real test. “That was how I started real hospitality,” Ms Chan told Macao Magazine. Her days were spent rotating through food and beverage operations, guest check-in services and the demanding routines of housekeeping.
“I still remember it as the most intense period of my life. As a room attendant, I had to clean 17 rooms a day – that’s 34 beds. It was a gruelling schedule, to the point where I seriously thought about giving up on the industry entirely. But in the end, I pushed through.”
While confronting the realities of frontline hotel operations, Ms Chan also absorbed Disney’s renowned philosophy of creating “magical moments” for guests. The experience proved transformative, shaping her understanding of hospitality as a people-centred profession.
“It’s all about people and culture,” she said. “That is what made me truly fall in love with this profession.”
Macao’s first local GM
Upon her return to Macao, Ms Chan joined the front-office team at Grand Hyatt Macau in 2010. The following year, she moved to Galaxy Entertainment Group Ltd, beginning a career that would take her across five hotel brands within the Galaxy Macau integrated resort. She was part of the pre-opening team at Hotel Okura Macau and later worked in operations at Broadway Macau and the 1,500-room Galaxy Hotel, gaining experience across a broad range of hospitality environments.
Her versatility, coupled with consistent growth culminated in a landmark achievement in 2022, when she became the first local resident to be appointed general manager of a Forbes Five-Star hotel: Banyan Tree Macau.
For Ms Chan, exceptional guest service begins behind the scenes. “In order for us to take care of the guests, I must take care of our team first,” she explained.
That people-first philosophy also shapes her approach to leadership during challenging periods. She believes emotional stability is essential, recognising that a leader’s attitude quickly influences those around them. As a result, she makes a conscious effort not to project panic or negativity.
“We support each other, we stick together, and we will get through it,” she said.
Beyond managing luxury hotels, Ms Chan is committed to developing the next generation of hospitality professionals. She regularly speaks at universities, encouraging young people to embrace innovation, empowerment and authenticity as they build their careers.
Her message resonates in a city where integrated resorts have become multifaceted lifestyle destinations, offering wellness facilities, Michelin-starred restaurants, family attractions and international entertainment. Ms Chan views that transformation as a major opportunity for talented young, local individuals. As the industry continues to diversify, she believes Macao’s future hospitality leaders can bring fresh ideas, cultural understanding and local perspectives to positions that were once largely occupied by expatriates.
