A Macao native, Oreo Chan grew up captivated by the elegance and sophistication of the city’s luxury hotels. Today, he works for one of the first international hotel brands to establish a presence in the city, serving as director of sales, events and MICE at Mandarin Oriental, Macau.
“As a boy, the hotels felt like palaces of order and elegance. I was mesmerised by the bellmen’s choreographed movements, the warmth of the staff’s smiles, and the sophisticated atmosphere,” he recalled in an interview with Macao Magazine. “It felt like a dream world in the middle of the city.”
That childhood fascination ultimately inspired his career path. Determined to turn admiration into expertise, Mr Chan pursued hospitality studies in Switzerland at the HTMi Hotel and Tourism Management Institute.
MACAO ID CARD
Name | Oreo Chan
Age | 39
Position | Director of sales, events and MICE at Mandarin Oriental, Macau
Motto | “I don’t believe in just talking the talk; I believe in walking the talk.”
Returning to Macao in 2009, he began his career in front-office operations at the MGM Macau hotel complex. It was in sales, however, that he discovered his true passion.
Roles at the Grand Lisboa and Four Seasons Hotel Macao properties helped lay the groundwork for the next chapter of his career, on the Chinese mainland. For Mr Chan, relocating to Shanghai proved a defining moment. He joined The Ritz-Carlton Shanghai, Pudong, accepting a significant pay cut in exchange for the opportunity to accelerate his development. The move ultimately led to his promotion to assistant director of business development – MICE.
Shanghai’s intense pace and highly competitive market reshaped his approach to leadership and problem-solving. “Clients don’t want to hear why something is impossible,” he said. “They want to see us overcome obstacles on their behalf.”
Three years in Shanghai strengthened his resilience and sharpened his instincts. When he returned to Macao in 2021 to join Mandarin Oriental, Macau as assistant director of event sales, he brought with him not only valuable experience but also a renewed sense of purpose. At the Mandarin Oriental group, he found what he describes as his “longest and most fulfilling professional home”.
Walk the talk
In 2024, Mr Chan was promoted to director of sales, events and MICE. For him, the appointment represented more than a personal achievement; it reflected the growing prominence of local talent within Macao’s hospitality sector.
“In the early days, local faces were rarely seen in senior management,” he reflected. “Now, being entrusted with this role at a brand that has been a pillar of Macao for over 40 years is a point of immense pride.”
His leadership philosophy is grounded in example rather than instruction. Whether overseeing complex events or supporting colleagues during demanding periods, he believes leadership begins with visible commitment.
At the same time, Mr Chan sees empowerment as essential to building high-performing teams. “Everyone on the team must be trusted to make decisions on the fly. When the guest departs happy, the bond forged within the team is unbreakable.”
For those who view Macao’s hospitality industry as overly competitive, Mr Chan offers a different perspective. “Macao has more Forbes Five-Star hotels than London or Paris, world-class Michelin dining, and over 40 million arrivals a year. Yes, it is competitive, but competition is where opportunity lives.”
Looking ahead, Mr Chan believes technology and connectivity will reshape the hospitality industry over the coming decade. Artificial intelligence, he predicts, will become increasingly integrated into the travel experience, helping to create highly personalised itineraries and services. At the same time, improved transport links across the Guangdong-Hong Kong-Macao Greater Bay Area are expected to make multi-destination travel more seamless than ever before.
For hotel leaders, he argues, the challenge will be balancing rapid adaptation to evolving guest expectations with the service excellence that has underpinned Macao’s reputation as a leading hospitality destination.
