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走近酒店培训大师 Approaching Richard Chan, Hotel Training Expert

(2007-05-30 12:19:41)
 
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走近酒店培训大师
——裕景大饭店驻店经理曾金成先生一席谈
Approaching Richard Chan, Hotel Training Expert
Resident Manager Talks About The Eton Hotel, Shanghai
 
文/Story:小蕾 摄影/Photo:Linda
 
     傲然踞于浦东陆家嘴金融贸易区中心黄金位置的裕景大饭店从今年3月1日开张以来饭店就取得了不俗的口碑,市场反响十分热烈。由裕景兴业有限公司投资兴建并管理,坐拥城市美景,距离外滩、豫园、新天地等热门景点仅10-20分钟车程。462间各等客房,豪华舒适,无一例外地都可俯瞰浦江美景或都市景观。客房内精心设计的浴室还拥有独立的冲淋和盆浴区域。独特的中庭设计——每二层中间有一个独立的会客厅,环境幽雅,装饰精美,为客人提供了一个会客、畅谈的理想场所。既免去了住客在房间内待客的尴尬也不用为了接待访客而特意去大堂或咖啡厅消费。饭店主要面向的是商务旅游客户,会议中心、行政楼层、宴会大厅(可容纳500人)等设施一应俱全。现在饭店已加入WORLDHOTELS全球酒店酒店预订网络,实为商务休闲上佳选择。
 
     裕景大饭店的成功凝聚着所有裕景人的努力,我们不久之前对其总经理纪保罗的采访您一定还记忆犹新,而今天的主角,是业界享有盛名的培训大师,酒店驻店经理曾金成先生。曾先生是英国莱斯特大学的工商管理硕士(MBA),曾获得过多个酒店管理专业证书,具有丰富的酒店从业经验和酒店管理知识。他曾在香格里拉集团管理培训中心担任前厅和客房运营系主任。也曾参与了香格里拉集团和其它公司的多个新项目,包括亚洲不同地区新酒店的开业工作。1999年,他作为项目组的一员协助北京香格里拉饭店成为中国首家获得ISO14001认证的饭店。除香格里拉集团外,他还曾在新加坡的威信史丹福酒店(Westin Stamford)、假日酒店、文华大酒店等世界级酒店工作。在担任香格里拉酒店管理培训中心培训总监之前,他曾任西安金花豪生国际大酒店客务部总监,负责部门内标准操作程序的整体实施,并制订管理354间客房的100多名员工的岗位职责说明。在18年的客务部工作中,他的足迹还远涉越南、马来西亚的多家酒店,可谓是专业的酒店职业经理人。他的到来又会给裕景大饭店带来怎样的精彩?让我们共同聆听曾先生的管理秘诀。
 
      眼前的曾先生热情、风趣,在与他攀谈的一个多小时中始终笑容可掬十分亲切。作为酒店业的专家,有着丰富的国际酒店管理经验,裕景大饭店在开业短短的4个月以来就连创佳绩,被同行赞为“了不起的酒店”。对此,曾先生笑道:“这是同行对我们的夸奖,我们要做的还有许多。我们并非处于市中心,但开业4个月以来,能取得这样的成绩的确令人欣喜。作为国际化的大酒店,良好的设施是成为好酒店的基础,而更重要的是员工服务质量和服务水平要不断的提高,要以优质的服务在林立的酒店中取胜,这是酒店业的趋势所向。我想这也是裕景需要我的原因。”
 
     就如不同的酒店风格迥异,曾先生对员工的管理自有其过人之处。
 
     首先,员工责任清晰,分工明确。从走进裕景大饭店的那刻起,客人就享受到了贵宾的礼遇。在门童为您开门同时给予热情的微笑欢迎客人的到来;有服务生及时为您妥善安排好行李,使您不会被沉重的行李弄得狼狈不堪;还有亲切的大堂客户关系主任为您引领方向。在您最需要的时候,您就已经能得到优质的服务。所有的员工都被调动了起来,但丝毫没有忙乱的迹象。
 
     其次,是人员的培训上。裕景大饭店刚开业,许多都是没有工作经验的新生力量,在常人看来这给管理工作带来了不便,但曾先生不那么考虑。他认为,新员工有自己的优势。他们没有相关的工作经验,所以学起来比较努力,有着很大的塑造空间。而容易犯错无疑是新员工的一大劣势,对此曾先生始终倡导宽容与鼓励。“就如世上没有绝对的完美,每个员工在工作中都不可避免会犯些错误,特别是新生。这时,我总是鼓励他们,指出错误的所在,让他们在今后不再犯同样的错。站在员工的角度考虑,犯了错难免会担心受到指责。如果这时你再责怪他,那他一整天的情绪始终都会十分低落。心情的好坏是会体现在每一次待人接物中的,而这些员工又恰恰是与客人接触最频繁最直接的岗位。。我希望客人在裕景的感受是“哦,我来对了!这里的员工积极向上、健康而快乐,服务周到而细致,下次我还会选择裕景!”宽容而不是包容,鼓励而并非责骂,曾先生独到的管理理念不仅源自其丰富的管理经验,更蕴涵了这位经理人不凡的睿智。
 
     建立良好的机制。作为裕景大饭店的驻店经理,曾先生要打理许多的事务。客务部、前厅、餐饮部,工程部、保安部,每个部门都要亲历亲为,我们常常发现他的身影总是出现的酒店的各个角落。多走走多看看,不但能及时纠正员工的错误,更能与员工建立良好的关系。作为饭店的“家长”,曾先生认为必须以身作则。人都是相互学习的,自己的努力,员工会看在眼里,相互学习相互提高,这样裕景的服务水准才能不断地提升。而裕景大饭店良好的发展势态是有目共睹的,对此,裕景也为每一位员工提供广阔的发展空间。裕景的每一位员工在正式上岗前都会接受为期三个月的严格培训,从英语对话、服务技巧到行业规范,无一遗漏,确保客户能够享受到最优质的礼遇。表现出色的员工还将有良好的职业发展机会,裕景为留住人才搭建了宽广的平台。只要你努力,你就可以成功。
 
     面对酒店业越来越激烈的竞争,曾先生认为挑战与机遇是同时存在的。作为国际大都市的上海吸引着越来越多的商务人士。随着上海2010年世博会召开在即,酒店业会更加欣欣向荣。而裕景关注的就是作好自己,提高员工的服务质量与水平,用良好的硬件和软件来吸引客人的光临。此外,裕景品牌的影响力也在不断的增强。作为中国旗舰店的上海裕景大饭店将为其它城市,如北京、大连、深圳、厦门等即将新添的裕景大饭店奠定扎实的基础。
 
     生活中的曾先生喜欢和朋友外出游玩,欣赏电影。他认为保持生活与工作的平衡是十分重要的。休息好了才有饱满的精神投入到繁忙的工作中去。亲近自然,保持运动不但能放松心情更能保持良好的精神状态缓解工作压力。
 
     当问及曾先生的梦想时,他回答是开一家属于自己的酒店,不一定大,但一定温馨。房间会打扫地十分干净、整洁,舒适的感觉就如同回到自己的家那样。都说是爱一行干一行,曾先生对酒店业的喜爱显露无遗。
 
     多次来到裕景大饭店,每次总有新的收获,有着这样一位钟爱自己的工作,并愿意把丰富的管理经验与人分享的经理人,裕景大饭店的潜力是无穷的。多去光顾,您定会有同感。,相信在不久的将来,当司机问您去哪家酒店时,您一定会不假思索的说浦东大道535号,裕景大饭店!
 
 
Strategically situated in the heart of Lujiazui Finance & Trade Zone in Pudong, The Eton Hotel, Shanghai has established itself quite a reputation since its grand opening on 1 March, 2007, and market responses are warm and enthusiastic. The platinum location allows you to reach the Bund, Yu Garden, Xintiandi and other local tourist or entertainment hotspots in 10 to 20 minutes by car.
 
The hotel is invested and managed by The Eton Group, offering 462 luxuriously appointed guestrooms and suites that face the stunning views of the city or along the River. Bathroom shows the ingenuity of the designer, with separate bath and shower to meet different needs. The unique and spacious atrium adds an extra dimension to this exquisite hotel, providing an ideal retreat for guests to meet and talk, thus avoiding the discomfort of receiving visitors in one’s own room or additional expenses arising from treating them in the Lobby Café. A full range of facilities, including the conference centre, Executive Floor and Grand Ballroom which can accommodate up to 500 guests, are equipped to cater for business travelers and tourists. A member of WORLDHOTELS deluxe collection, The Eton Hotel, Shanghai is your ultimate choice.
 
The hotel’s success lies in the joint effort of all Eton people. While the impression of Paul Gill the General Manager who has received our interview not long before is still fresh and vivid in your memory, you are going to meet this time Eton’s Resident Manager, Richard Chan, a seasoned training expert well known in the hospitality trade. Holder of an MBA from the University of Leicester and of several certificates in hotel management, Richard has acquired rich managerial knowledge and extensive experience from actual practices over the past 18 years, including serving as the Program Director, Rooms (Front Office Operation, Housekeeping Operation) of the Shangri-La Academy, as well as partaking in pre-opening work in different Asian locations and a couple of other new projects initiated by Shangri-La and other companies. In 1999, as a project member, he assisted Shangri-La Hotel Beijing to become the first hotel in China to pass the authentication of ISO14001. Aside from the Shangri-La Group, Richard had also worked for other leading international hotels such as The Westin Stamford, Holiday Inn and Mandarin Singapore. Prior to his appointment at the Shangri-La Academy, he served as the Director of Rooms Division of the Howard Johnson Ginwa Plaza Xi’an, responsible for the implementation of internal procedures and formulating job descriptions for more than 100 staff who attended 354 rooms. He had also worked with hotels in Vietnam and Malaysia.
 
What changes will this seasoned hotelier bring to The Eton Hotel, Shanghai? Sitting before us was a warm, jolly gentleman who had been radiant with smiles during the one-hour-plus conversation, which made him quite accessible. Facing Eton’s achievements over the past four months and praise from fellow hoteliers of The Eton Hotel, Shanghai as “great”, Richard gladly told us: “They are speaking in praise of us. We don’t have a central location and have opened only four months. It delighted us in having accomplished so much. However, there’re still a lot to improve. What is even more important than excellent hotel features which lay a good foundation for an international hotel is that we should follow the trend in continuously improving service quality, lifting level of service, which will enable Eton to stand out from a multitude of hotels. I guess that is why the hotel needs someone like me.”
 
Each hotel has its own distinct style; Richard has his own way of managing hotel staff.
 
First, clear division of labour with individual responsibility. People treat you like a distinguished guest the moment you step into the hotel. You’re greeted by the Bellboy with a broad smile who kindly opens the door, rescued instantly by an attendant standing by to take over your heavy luggage, and guided by a warm-hearted guest relation officer to where you ought to go. Whenever you need help, a staff turns up and delivers quality service. Everyone is in motion to fulfill his/her responsibility, and in an orderly manner.
 
Secondly, emphasis on staff training. The Eton Hotel, Shanghai is new, so is its staff, many of whom are without prior experience and generally considered an inconvenience to the management. Richard did not share this view, thinking that new staff is prone to study even harder, due to their lack of relevant experience, and thus has more space for shaping and reshaping. This is the good point, while the bad point is that new staff makes mistakes too easily. Richard suggested handling it with tolerance and encouragement.
 
“There is no such thing as absolute perfection in this world. Similarly, a staff, especially a new one, can’t avoid mistakes. When they do make a mistake, I always assure them with encouragement, pointing out what is wrong so that they’d never repeat it. From staff’s viewpoint, fear of being scolded is just natural, and blame will keep their spirit low for a whole day, which accordingly affects their attitude towards guests. Hotel staff faces guests directly and frequently. I hope that each of Eton’s guests feels ‘Oh, I’m in the right place! People here are enthusiastic, healthy and happy, and service attentive. Next time I’m going to stay at Eton again.’ ”
 
Richard treats staff with tolerance without being indulgent, helping them grow with encouragement but not reproach. His insight and outstanding vision are the outcomes of extensive experience acquired in managing people.
 
Thirdly, establishing a sound working mechanism. As the Resident Manager, Richard takes care of Rooms, Front Office, Food & Beverage, Engineering, Security and other departments, and we can see him virtually everywhere, walking around to check out if everything is in order, and solve the problems in time if problems occur. This is also an attempt to build an amicable relationship with the staff. As a “parent”, Richard tends to serve as a role model for the staff who would take his effort to heart, and learn from each other as well as from him for self improvement. Only in this way can the hotel make unceasing progress in servicing guests.
 
That The Eton Hotel, Shanghai is in healthy development is obvious to all. In order to sustain the development, the hotel has left big space for the staff to grow, giving each of them a 3-month intensive training in a diverse range of subjects, from the proficiency of the English language and the skills to serve to the basic rules and regulations in the hospitality industry, before they formally face the customers to ensure that the best service can be delivered. Eton has built a broad platform for outstanding staff members to play their ability to the full, promoting them to higher positions so that they would stay and grow with the hotel.
 
Intensifying market competitions brought in both challenges and opportunities, according to Richard. The metropolitan Shanghai has lured a growing number of investors to come in and set up business. Facing the World Expo 2010 and a booming hotel market, Eton should place heavy emphasis on self-improvement, raising the level of service and improving in hardware and software to attract customers. The Eton brand is strengthening its presence, and the brand’s flagship hotel in China, The Eton Hotel, Shanghai, has laid a solid foundation for the future openings in other Chinese cities such as Beijing, Dalian, Shenzhen and Xiamen.
 
In his private life, Richard likes hanging out with friends or watching films. He thinks it is vital to balance work and life, and a good and thorough rest could help restore the energy for a hectic work day. Nature and sports are effective in relieving the tension accumulated in work and revitalizing you.
 
For the future, Richard envisioned a hotel of his own, not necessarily a big one, but somewhere clean and tidy, cozy and inviting, making guests feel right at home. His love of the hotel industry is self-evident; no wonder people say “Do what you love.”
 
Every visit to The Eton Hotel, Shanghai revealed something new to us. With a devoted manager as Richard Chan who willingly shares his extensive managerial experience, the hotel’s potential is beyond limit. You’re sure to agree with us, as long as you pay more visits to The Eton Hotel, Shanghai, and blurt out with “535, Pudong Avenue” next time when you’re enquired by a taxi driver.

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