Interviewee: Rebecca Hong, EAM and Hotel Manager, JA Ocean View Hotel
With nearly two decades of experience across some of the world’s most respected luxury hospitality brands, Rebecca Hong brings a rare blend of strategic insight and heartfelt leadership to her new role as EAM and Hotel Manager at JA Ocean View Hotel. Known for her guest-first mindset and strong operational background, Rebecca is now steering the beachfront Dubai property into its next chapter, one rooted in genuine connection, elevated experiences, and presence-driven hospitality.
Rebecca believes that half the guest journey is shaped at arrival, a moment she treats as more than a check-in, but the start of a meaningful stay. It’s why she’s often found on the floor with her team, greeting guests, refining service touchpoints, and ensuring that excellence is felt from the very first interaction. Her leadership style is centered on empowerment and empathy, building teams that are not just well-trained but deeply guest aware.
Prior to joining JA Ocean View Hotel, Rebecca held senior roles at Yas Plaza Hotels, The Oberoi, Jumeirah, Anantara, and Hyatt, where she led multi-property transformations, launched new ventures, and redefined standards of guest experience. Whether overseeing refurbishments or leading pre-openings, her focus has always extended beyond operations, investing in people, building culture, and crafting environments that feel both elevated and personal.
Now at JA Ocean View, Rebecca is focused on shaping a resort lifestyle identity that blends comfort, local character, and thoughtful service. From championing pet-friendly stays to observing guest flow in the lobby, no detail escapes her attention. Fluent in English and Korean, and passionate about cultural inclusivity, she’s redefining what it means to lead with presence, making each guest feel seen, heard, and genuinely welcomed.
We speak to Rebecca to learn more about her vision, leadership philosophy, and how she’s bringing fresh energy to a beloved Dubai property.
You’ve taken the reins at a beloved JBR landmark. What’s your vision for this new chapter at JA Ocean View Hotel?
My vision is to build a team that embodies authentic, heartfelt hospitality, exceeding guest expectations with love, passion, and genuine care. By living by our brand’s values, we foster loyalty, transforming first-time visitors into devoted return guests who feel truly valued and appreciated. Through this, we aim to offer warmth, empathy, and exceptional guest experiences to every single individual who walks through our doors.
What are some of the first changes or shifts you’ve implemented to reposition the hotel as a lifestyle-led sanctuary?
I prioritise two key principles in my operations: shifting the focus from product to people-centric and meticulous attention to detail. Lifestyle is something we live in, and what makes it the best is within every detail we cherish and pursue. By putting guests and people first, and ensuring every detail is meticulously managed, we create the experience of wonders. This was the first shift that I undertook here at the JA Ocean View.
You believe that 50% of the guest experience is shaped at arrival. What does that moment mean to you, and how do you train your team around it?
A warm and genuine welcome sets the tone for a memorable stay, creating a lasting impression and an ultimate sense of place and belonging. By personally connecting with guests upon arrival, we can tailor our service, build relationships, and proactively address any potential concerns, ensuring their comfort. I lead by example – I connect with guests and train my team to actively engage with guests too, boosting their confidence.
Can you share a story where a first impression truly transformed a guest’s experience at the hotel?
I remember one guest who wrote a note about her ‘purpose of stay’ during her online booking stage. She was travelling from the US, and her mother was travelling from another part of the world to spend one week together after many years. Upon arrival, I greeted her, had a small chat, and found out that it was her from the booking. When I addressed her by name, she was surprised and delighted that we paid attention and remembered such details. Interactions with the guest and me were unplanned, and this made her feel special and recognised.
You’re known for leading with empathy and emotional intelligence. How does that influence the way you manage guest relations and day-to-day operations?
My go-to tool for exceptional service is connecting, remembering, and caring. Empathy thrives on two-way communication in my opinion, building meaningful relationships with guests and my team, and this approach is often a master at creating a culture of genuine care and understanding.
As one of the few female hotel leaders in Dubai, how have you navigated the industry, and what kind of leadership legacy are you hoping to build?
I always want to be an inspiring leader for my team. Nothing makes my day more than when a team member says they’d like to be like me someday. It’s the greatest compliment ever and a constant reward.
You’re often seen on the floor, coaching and connecting with your team. What’s your approach to team-building and culture-setting?
Being hands-on and present on the floor gives me a more accurate understanding of what’s happening and provides better insight than reports alone. I use, of course, my go-to tool to set the culture for the team and when I am putting the team together.
What do you look for when hiring or promoting, especially when aiming to build guest-obsessed teams?
When nurturing talent, I prioritise empathy, willingness to learn, passion, and a desire to make a difference. I often choose team members with great potential and empathetic connections for mentoring and further development, who have a set value and a loving heart, over an efficient or only process-driven individual.
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