Colleagues call Frank Zhang “Uncle” – an affectionate word for a supervisor who takes care of his team and guests at the hotel as if they are part of his family. Frank regularly receives praise and thank-you letters, often highlighting the small, everyday actions he handles with such care and attention that they become deeply meaningful.

Frank started as a waiter at the Beijing Railway Station Marriott Hotel in 2010, and over the next ten years progressed to a banquet supervisor role. In his current role at the JW Marriott Hotel Beijing Central, Frank shows exceptional leadership and professionalism, handling last-minute changes and requests during events with ease.

Returning customers often ask for Frank by name, because of his impeccable attention to detail, ensuring a comfortable environment with personalized touches like checking the room temperature and preparing beverages. During one conference, he coordinated the setup of a forum session within five minutes, earning praise from the organizer. Frank’s personalized service has led to numerous thank-you notes from event organizers, highlighting his impact on customer satisfaction.

Frank’s fatherly care for his colleagues is evident in the everyday details that make a substantial impact, which includes preparing handmade snacks for them and taking a detour to pick up an intern who needed a ride to work. He shares positive energy, encouraging new associates to strive for progress and self-worth.

Frank once came down with a sudden illness and needed to pause work, and his colleagues thought that he might choose to retire once he recovered. However, he decided to go back to the hotel, saying that his work keeps him active, strong, and young-at-heart. He continues to make strong contributions at the hotel where he has worked for more than five years.

Frank loves the hotel and the work he does there alongside his colleagues – all part of the Marriott family. A colleague shared that “Frank cares for every one of us in his own way and takes good care of every activity.” Furthermore, “Frank taught me [that] real luxury was created by people who love what they do, and this is JW's extraordinary hospitality.”