Media Coverage

Mark Passmore, General Manager of The Middle House, recently shared several key aspects of the brand's hospitality ethos, beginning with their approach to recruitment. The House hotels aim to hire based on attitude rather than experience, which resulted in 70% of the initial staff at The Temple House in Chengdu recruited from non-hospitality backgrounds. This unconventional strategy has resulted in high staff retention rates and exceptional service performance.

Reflecting on recent changes made to the hotel lobby, Passmore emphasised that the lobby is not merely an entry point but a core brand touchpoint that shapes guests' first impressions and sets the tone for their stay. At The Middle House, the lobby experience has been redefined, moving away from grandiose countertops to create a more intimate space for warmer interactions. Here, a dedicated Guest Experience Team fulfils all roles from concierge to check-in, operating as a one-stop destination for guests.

Passmore also touched on the hotel's innovative spa treatments, an art installation in the swimming pool that raises awareness about shark conservation, the creation of a sense of community through guest bartender events, and the attention to room design details, such as a bedside light switch, that can make all the difference.