Meet Dr. Manida Xongmixay-Lau
In the ever-evolving world of hospitality and digital transformation, few professionals embody adaptability and leadership as seamlessly as Dr. Manida Xongmixay-Lau. With a distinguished career spanning multiple industries, she has established herself as a forward-thinking leader who bridges technology with human connection. Passionate about mentorship and innovation, Dr. Manida is a staunch advocate for emotional intelligence in leadership, ensuring that the hospitality industry remains rooted in genuine, people-centered service. Her journey is one of resilience, continuous learning, and an unwavering commitment to growth.
Early Career and Foundations in Hospitality
Dr. Manida began her professional journey in the hospitality industry with an internship at Grand Hyatt Macau. This hands-on experience provided her with an early understanding of guest service, operations, and the intricacies of the industry. She then transitioned into a front desk role at Hyatt Regency Macau, where she developed her expertise in customer engagement and service excellence. These early experiences laid the foundation for her deep understanding of hospitality operations, which would later become a cornerstone of her leadership approach.
Eager to expand her horizons, she moved into human resources at HTH Corporation in Hawaii, where she spent over 15 years shaping talent development strategies, fostering workplace culture, and aligning HR practices with business objectives. During this time, she also served as a faculty member at a small business college in Hawaii, further honing her leadership and mentoring skills.
Overcoming Fear: Finding Her Voice
Early in her career, Dr. Manida faced a fear that many professionals can relate to, speaking up. As a new HR staff member at HTH Corporation, she was terrified of answering the phone. Each time it rang, she hesitated, hoping someone else would pick up. English was her second language, and she feared misunderstanding callers or sounding unprofessional, especially when the company president was on the other end of the line.
For three months, she struggled with self-doubt, carefully choosing her words and avoiding situations where she had to speak. She believed that staying silent was safer than risking embarrassment. But everything changed when her director sent her to a seminar as a last-minute replacement. That experience shifted her perspective entirely.
“After the workshop, my director jokingly said it was the best investment she had ever made, because I haven’t stopped talking since! Something inside me had changed. I realized that my voice mattered, that making mistakes was part of learning, and that stepping out of my comfort zone was the only way to grow.”
From that moment forward, she stopped avoiding phone calls, pushed herself to engage in conversations, and gradually built the confidence that would become a defining trait of her leadership. Today, Dr. Manida encourages others to do the same:
“Fear and doubt will always exist, but staying silent only holds you back. Your voice, your thoughts, and your ideas matter. When you find the courage to speak, you shape your path, and the world starts to listen.”
Expanding Horizons: From HR to IT and Casino Marketing
In 2006, Dr. Manida took on a new challenge by transitioning into information technology, a bold move that required her to master complex systems and project management. While the shift was daunting, she embraced the learning curve, recalling:
“I remember my first day logging into a server, terrified of crashing the system. But I overcame this fear by acknowledging my lack of knowledge and seeking help.”
Her ability to adapt and excel in new fields led her to casino marketing, where she played a pivotal role in the openings of globally recognized integrated resorts such as Venetian Macau, City of Dreams Macau, Studio City Macau, and City of Dreams Manila. These experiences equipped her with invaluable insights into large-scale operations, strategic marketing, and customer engagement, further solidifying her reputation as an industry leader.
Driving Innovation at Okada Manila
Since joining Okada Manila in 2016 as part of its opening team, Dr. Manida has been instrumental in shaping its business solutions and member experience strategies. As the Vice President of Business Solutions & Member Experience, she oversees critical operations, including the call center, hotel reservations, and outbound sales, ensuring seamless engagement for Reward Circle Members and business partners. Her leadership philosophy is deeply rooted in efficiency and innovation. Under her guidance, the Business Solutions division will take on a more significant role in 2025, acting as a bridge between Information Technology and all company divisions. The goal is to streamline technical project requests, eliminate redundancies, and optimize resources. She emphasizes:
“The primary goal of Business Solutions is to centralize requests, optimize budget utilization, and enhance workforce efficiency.”
Harnessing Technology While Preserving the Human Touch
As customer engagement continues to evolve, Dr. Manida recognizes the importance of balancing technology with human service. One of the key challenges she faces is hiring multilingual talent to cater to a diverse clientele. To address this, Okada Manila is exploring AI-powered call center solutions to bridge language gaps and enhance customer interactions. However, she firmly believes that technology should enhance, not replace the personal touch.
To maintain service excellence, she encourages employees to learn foreign languages, ensuring that the team is equipped to meet the needs of an international audience while maintaining the warmth and authenticity that define luxury hospitality.
“Hospitality is fundamentally about genuine connections, personalized service, and emotional engagement, elements that technology alone cannot replicate.”
Building High-Performing Teams Through Leadership
Dr. Manida’s leadership style is centered on empowerment, collaboration, and continuous learning. She believes that the best solutions arise from teamwork and shared knowledge. She encourages open communication within her teams, regularly holding small-group coffee sessions to discuss ideas and challenges without managers present. These sessions foster transparency, trust, and engagement. By instilling this mindset, she creates an environment where innovation thrives, and employees feel empowered to contribute their best. She also values the lessons that come from failure, stating:
“Rather than fearing failure, I see it as an opportunity for growth, allowing individuals to refine their skills, adapt, and become better professionals.”
One of Dr. Manida’s biggest challenges is managing growth with limited resources, particularly in manpower. Her approach to overcoming this obstacle is cross-training employees across different functions, ensuring operational continuity while providing team members with professional development opportunities. Her strategic mindset extends to succession planning and employee retention. With a turnover rate of under 2%, she attributes this success to fairness, support, and career development opportunities. She explains:
“We align our plans for the upcoming year with the skills needed for new projects. By involving potential team members early, they understand how the project contributes to their growth.”
A Legacy of Leadership and Mentorship
Dr. Manida Xongmixay-Lau’s journey to leadership reflects perseverance, adaptability, and an insatiable hunger for knowledge. With a career spanning over three decades across multiple industries, she has built a reputation as a strategic and people-centric leader. From her early days in human resources to leading business solutions and member experience at one of the world’s premier integrated resorts, her story is one of transformation, leadership, and continuous growth.
Dr. Manida’s success is defined not just by her professional achievements but also by the impact she has on others. She takes pride in mentoring future leaders, sharing her experiences, and creating a workplace culture that values continuous learning. Her leadership has earned her industry-wide recognition, including being named among NBC Washington Post’s “Top 35 Global Women Thought Leaders” and receiving the 2024 CXO 2.0 Business Leadership Excellence Award. Reflecting on her career, she states:
“Every step of my career has been about exploring new challenges and learning from diverse industries, which have shaped my leadership philosophy.”
A Vision for the Future: Inspiring the Next Generation
Dr. Manida’s journey is far from over. Looking ahead, she envisions a future where businesses embrace both innovation and emotional intelligence, creating environments that are not only successful but also fulfilling for those who work within them. Dr. Manida remains committed to growth and innovation, advising aspiring leaders:
“Always develop yourself. Don’t fear failure or making fun of yourself. Share your knowledge and, most importantly, develop someone who can surpass you. That is the true measure of leadership.”
Editorial Note
Dr. Manida Xongmixay-Lau’s remarkable journey serves as an inspiration to aspiring professionals in healthcare and beyond. Her dedication to education, leadership, and advocacy has left an enduring impact on the field. Through her work, she continues to shape the future of healthcare and inspire those around her.
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