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金茂三亚希尔顿完美之旅的缔造者
(2008-01-05 23:17:12)
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金茂三亚希尔顿完美之旅的缔造者
Hilton Sanya Resort & Spa:
Creator
of An Ultimate Vacation Experience
Interview: Cherry
Li Chinese: Clara
Photos: by Zhu Xiaoci /
Hilton Sanya Resort & Spa
曾经的天涯海角，承载的是哀婉的爱情传说；如今，时过境迁，天涯海角开始成为旅游胜地，而她所处的城市——三亚，也因为其独有的秀丽南国风光和宜人的气候而闻名天下。
2005年圣诞节，金茂三亚希尔顿大酒店落户三亚，为前去旅游观光的客人带去了与众不同的度假感受的同时，也开启了一扇通往另一个人间天堂的大门。
《大酒店》在2006年4月刊第一次向读者介绍了这家知名酒店及其掌门人总经理柯金德。现如今，当《大酒店》的主创人员再次踏上金茂三亚希尔顿大酒店这片热土时，感到最多的是酒店正在日趋成熟，日臻完美。这次，《大酒店》希望更全面而深入地了解一下这家酒店到底是凭借什么让顾客趋之若鹜而又声名显赫。同时将酒店的新面貌、新发展呈现在各位读者面前。在采访总经理柯金德之前，我们有幸和他的团队进行了对话。
首先接受采访的是行政总厨哈幕斯先生，经验丰富并拥有高超的厨艺，哈幕斯认为酒店的餐饮最重要的就是食物的多样性，当然还要有舒适的环境。和其他希尔顿酒店一样，金茂三亚希尔顿秉承是健康的低脂肪的食物。与此同时，酒店特别针对中国客人的口味来挑选食物，并精心制定菜单。
尽管金茂三亚希尔顿大酒店处在一个令人放松的城市，但酒店本身在各方面并没有松懈。“对于每一个来到三亚的人而言，他们都想尝到具有当地特色的食物。每个星期六晚上，我们都会有特别的准备各种形式的三亚美食，并增添现代的元素。我感觉自己像一个艺术家，我的作品会带给客人惊喜的感受。另外，客人可以挑战我们的大厨，告诉他们自己想要的，厨师们就会将客人的想法立刻呈现在他的眼前。”哈幕斯先生这样介绍道。
在三亚希尔顿，有一位“金钥匙”奖的获得者，这也是亚龙湾所有国际酒店中的第一，他就是酒店礼宾部经理毛治。整个采访过程中，我们无时无刻不被他那发自内心的灿烂微笑所打动。
“在这里的每一天对我来说都是全新的开始，在三亚，我希望能够累积更多的工作经验。”毛先生介绍道：“我们总是设身处地地从顾客的角度去考虑并解决问题，在我的工作过程中，也遇到过有较高要求的顾客，但我却非常感谢他们，正是因为有了他们的存在，才能使我们的服务水平不断提高。
在新加坡学习的酒店管理对毛先生来说受益匪浅，那让他了解了自己的长处和今后的目标。如今，毛先生开始用他所学到的知识来培训其他人，并将其与管理结合到一起。“礼宾部和酒店的其他部门有着密切的关系，我们会进行各部门间的交叉培训。礼宾部就像酒店的代言一样，要给客人留下良好的第一印象。”
酒店业蓬勃发展的同时，需要时刻注入新鲜血液，希尔顿人才班由此应运而生。希尔顿人才班是金茂三亚希尔顿大酒店与海南大学旅游学院合办的一个专门培养酒店基层管理人员的一个单位。第一批希尔顿人才班共有48名学生，是从海南大学酒店管理专业和其他专业的学生中经过层层面试挑选出来的。所有学生在大二的时候，由酒店和学校制定培训计划，进行为期一年的学习，到了大三，他们就开始在希尔顿进行实习。由于全国各大城市都有希尔顿酒店，而这些酒店又需要一大批管理者，开办人才班的目的就在于让学生在学校先做好准备，使他们能够满足酒店的对人才的需求。如今这48名同学都在金茂三亚希尔顿大酒店进行实习和接受培训，他们在每个部门都会呆上一段时间，实习结束后，各部门和他们之间会进行双向选择，使得每个人能够各得其所。
俞此鹏原是海南大学的一个酒店管理专业的学生，他在人才班的表现受到瞩目，而在所处的康乐部又能很好地代表希尔顿度假村品质。作为一名运动爱好者，酒店安排他在康乐部工作。“我的主要工作首先是保证客人在休闲运动中的安全，其次还要组织游客进行一些球类的比赛。”俞此鹏说，“在人才班学习的时候，每个月，在不同部门实习的学生都会有一个交流会。在这样的交流中，我们了解了酒店的运作。作为将来的管理者，我们必须要熟悉基层是怎样运作的。实习以来，我的自我感觉还不错，尽管工作中会遇到许多书本上没有的困难，但在与经理一同解决问题的过程中，我的能力也日渐提高。”
来自桂林的唐辛谦先生是酒店的市场销售总监，2004年，他来到了三亚，2005年开始负责筹备金茂三亚希尔顿大酒店，如今的酒店让他颇感自豪。对于这一点，唐先生说：“酒店的成熟表现在各个方面，首当其冲的就是它的服务，酒店的回头客很多，他们都说我们的服务水平提高了很多。这也是因为酒店的服务理念贯彻的比较彻底，执行力比较强。”
三亚的酒店竞争是比较激烈的，但整个行业还是处在发展的阶段，每年都有一定程度的增长。对于酒店的战略方针，唐先生说，一家酒店的成功与否，其中有总经理的因素，还有服务、品牌、市场、销售、餐饮等等的因素。刚开业的时候，我们力争做三亚最好的酒店之一，现在越来越自信和成熟，我们就希望能够做到最一。
如今，越来越多的活动在三亚举办，如世界小姐、世界先生的评比，包括金茂三亚希尔顿大酒店每两个月都会举办不同主题的慈善活动，这些都有助于提高三亚在国际上的声望。酒店拥有一支充满活力、更充满自信的团队，他们将这种难能可贵的自信带入到工作中，使得酒店能够稳步向上地发展。
在希尔顿，有一个著名的Hilton Elevator
Program（希尔顿电梯计划），该计划始于1998年，每一期都会招收15名有潜力的学生组成一个小组，每名成员会在不同国家的希尔顿酒店接受为期18个月的培训，期间会到不同的部门进行数月的实习。而这些学生就是今后希尔顿酒店的高层领导人。餐饮部副经理苑昊菲先生来到三亚希尔顿得益于Hilton
Elevator
Program，至今已经有一年半的时间了。他说：“与处于大城市的酒店不同，在这里，我们的工作充满了许多未知的因素，我们没有固定的模式，什么事都有可能发生，这使得我们的工作量非常大，并且更具挑战性，只有真正热爱这份工作的人才能胜任。”
三亚对于很多人来说是理想的度假胜地，很多人来这里找寻生活中的平衡点，而金茂三亚希尔顿大酒店的员工们就是专门为了满足人们的需要而存在的。“我们努力打造符合人们梦想的酒店，希望三亚能够成为人们心目中的天堂。”苑先生在介绍自己的工作的时候充满了自豪，与其他希尔顿人一样，他充满激情，言语中流露出自信，当然，也一样认为金茂三亚希尔顿是当地最好的酒店。
在访谈的最后，我们见到了久违的总经理柯金德先生，他为人谦虚，但他肯定了他的团队的优秀工作业绩。“他们每个人都找到了适合自己的岗位，他们知道什么是对、什么是错，我们都为酒店贡献了许多，因此酒店才会发展。”
“不仅仅是我们在成长，整个三亚的市场都在发展，越来越多的上海人喜欢来到三亚。对于很多年轻人来说，三亚并不是他们人生的栖息地，但不管怎样，三亚会成为他们生命中美丽的驿站，这里充满了各种各样的机会。”酒店团队的每位成员都可谓意气风发，他们似乎都是总经理，对自己的工作充满了热情。柯金德先生说，“作为酒店人，我们必须要有足够的自信，这样才能更好的推广我们的酒店。”
对于刚刚跨入的2008年，柯金德先生寄予了厚望，他说：“新的一年，酒店在各方面肯定会更上一层楼。市场正在趋向成熟，与此同时，我们还需要在国际市场上多做推广，使其深入人心。虽然三亚现在还没有巴厘岛这样的知名度，但随着中国的蓬勃发展，以及奥运会、世博会的举办，越来越多的人来到中国，了解中国，这对我们来说也是一个机会。”
总经理柯金德先生的讲话就像是一个总结性的发言，他让我们对于金茂三亚希尔顿大酒店有了全面的了解。如果说酒店是一艘巨轮的话，那其中的每个部门巨轮上的重要零部件，缺一不可。金茂三亚希尔顿大酒店的团队朝气蓬勃、充满自信，他们相信自己的实力，更相信酒店的白金品质，这样年轻的队伍在充满激情的总经理的带领下，彼此协作、互相扶持，使得这艘巨轮能够驶向更加辉煌的彼岸。
新的一年代表了新的开始，《大酒店》衷心希望所有的酒店都能扬帆起航，在成就各自美好的明天的同时，为酒店业的发展做出贡献，为酒店客人带来最满意的入住体验。
The story that
goes with Tian Ya Hai Jiao is a pathetic love tragedy. However, as
time goes by, the “end of the sky and corners of the earth” has
become one of the main tourist attractions in Sanya, a city best
known for its tropical climate and stunning natural scenery typical
of Southern China.
Since its inauguration on the
Christmas Day of 2005, Hilton Sanya Resort & Spa has opened a
door to the earthly heaven that is Sanya, promising an exceptional
vacation experience to travelers enamored with the city’s
unrivaled natural beauty.
As a follow-up of our first
visit resulting in an article about Mr. Dirk De Cuyper, general
manager of Hilton Sanya Resort & Spa, and the hotel as a whole
(see April Issue, 2006), we returned to Hilton Sanya intending to
probe deeper into the fact why on earth it is so popular among
customers, and to report on the new look and the latest
developments of a hotel which impressed us this time as one working
towards maturity and perfection. We had the luck to talk with his
team before eventually meeting Mr. De Cuyper the
commander.
Mr. Hamish Watts, the first of
the interviewees, is the Executive Chef and a talented culinary
artist with extensive experiences. He insisted on the diversity of
food options as well as comfortable ambiance, putting the two
elements above everything else. On the one hand, Hilton Sanya, like
its sister properties, is committed to offering a low-fat healthy
diet. On the other, the hotel is placing a heavier emphasis on food
loved by the Chinese, and its inventive menus are designed
specially for Chinese diners, too.
Situated in a city even whose
air is saturated with leisure and relaxation, Hilton Sanya Resort
& Spa is never careless with guests. “Everyone comes to Sanya
for the city’s signature foods, among other things. That’s why we
have this special event every Saturday evening, when guests can
sample a good variety of local delicacies, in a refined version and
with modern touches. I feel I am an artist and diners are delighted
with my culinary inventions. Guests can challenge our cooks, asking
them to prepare certain kinds of food. What we do is to turn their
wishes into reality,” introduced Hamish.
Hilton Sanya Resort & Spa
takes great pride in its Chief Concierge, Mr. Louis Mao, who is the
first member of Les Clefs d’Or China working in a Yalong Bay
hotel. Throughout the interview, not a single moment was past
without we being enamored of his sincere smiling face. “To me,
everyday is a new beginning. I want to acquire more experiences in
Hilton Sanya,” Louis confided. “We try to put ourselves in the
customers’ shoes, to consider a problem from their perspective and
come up with proper solutions. Some guests are very meticulous
about our service, but I would like to thank them for their
pickiness which drives us forward, continuously.”
His study of hotel
administration in Singapore has benefited the chief concierge not a
little. It enabled him to understand his strong points, and helped
map out his future. Now, Louis is using what he has learned to
train staff and manage his department. “All departments of a
hotel, including the Concierge, are closely related with one
another, so we often arrange cross trainings. The Concierge is the
spokesperson of a hotel, and we must do everything we can to
impress and please our guests.”
Hilton Talent Class is a joint
effort of Hilton Sanya Resort & Spa and the Tourism College of
Hainan University to meet China’s flourishing hospitality industry
and its growing need for “new blood”, that is, management at the
basic level. After several rounds of careful interviews conducted
at the end of their freshman year, the selected students, majoring
in hotel administration and other related concentrations, receive a
whole year of intensive and extensive education according to a
curriculum jointly designed by Hilton and the university before
they will embark on field practice in Hilton hotels, beginning from
their third university year. Hilton Talent Class is Hilton’s
talent bank for its properties across China, and students studying
with the class have the opportunity to well prepare themselves
before leaving the university so that they can soon meet Hilton
standards. The 48 students with the first Hilton Talent Class are
now working with Hilton as interns. During the internship, they
will be trained in every department for a certain period. A two-way
selection will thus be made once the internship is over. By doing
so, candidates and departments satisfied with each other have the
chance to work together in the future.
Take Yu Cipeng as an example.
Yu studies hotel administration at Hainan University. A sports
enthusiast and standout in Hilton Talent Class, Yu is assigned to
work with the Recreational Department, a sector that best
represents the superior quality of Hilton vacation experience. “To
ensure their safety when guests are doing sports is my priority
task. I am also responsible for arranging ball matches,” Yu said.
“The talent class’ monthly symposium enables me and my classmates
interning in different parts of the hotel to exchange information
and share experiences, which helps us better understand hotel
operation. We, as the future hotel managers, should be familiar
with the basic-level working of a hotel. By assisting the manager
in tackling problems I may have never read in text books, I can
feel that my ability is improving day by day. It feels
great.”
Frank Tang, a native of Guilin
in Guangxi province, came to Sanya in 2004. A year later, he joined
Hilton Sanya Resort & Spa in its preparations. As the hotel’s
Director of Sales and Marketing, Frank is now very proud of Hilton
Sanya. He observed, “Hilton Sanya Resort & Spa is maturing, in
every sense. First of all is our service. We have many repeat
guests who keep on saying that our service has been improved
substantially. I would give the credit to our strong ability to
completely carry out Hilton service concepts.”
Hotels in Sanya are in fierce
competitions. The city’s hotel industry is still developing,
seeing certain growth every year. Relating to the marketing
strategy, Frank pointed out, the success of a hotel lies partly in
its general manager, and partly in service, brand, market, sales,
F&B, so on and so forth. At the outset of our business, we
strived to be one of the best hotels in Sanya. Now that we are more
mature, we feel a lot more confident and our goal is to become the
best in town.
The city of Sanya is hosting a
growing number of influential activities, including the Miss World
Pageant and Mr. World Contest. Every two months, Hilton Sanya
Resort & Spa hosts a charity event of varying natures which
helps enhance the hotel’s reputation in the international market.
More importantly, the hotel is operated by a vigorous and reliable
team in which every member believes in his/her own competence for
the job. They lay the foundation for the hotel’s steady
development.
Hilton kicked off its famous
Elevator Program in 1998, in which 15 candidates with big
potentials to develop will be located in Hilton properties across
the world each time, where they’d receive a strenuous 18-month
training, spending months in different departments. Many of
Hilton’s future executives are beneficiaries of this program, and
David Yuan, Assistant F&B Manager with Hilton Sanya, is one of
them. Looking back on the past one and a half years, David
concluded, “Hilton Sanya is full of uncertainties. There is not a
fixed work mode, and anything can happen, meaning we have to cope
with a mountainous workload. It’s so different from working with
hotels in big cities, and more challenging. Only people who
sincerely love this job can do it well.”
Sanya is an ideal holiday
destination in the eyes of many people who come here to achieve the
balance in life. They have their dreams come true, assisted by the
attentive staff of Hilton Sanya. “We strive to build a dream hotel
in Sanya so that the city can be a paradise in people’s minds,”
David said, his face glowing with evident pride, his words full of
passion and confidence. This view is shared by his colleagues who,
just like David Yuan, believe Hilton Sanya Resort & Spa to be
the city’s best hotel.
The last part of our interview
is reserved for Mr. Dirk De Cuyper whom we haven’t met for long.
Despite his modest soul, the general manager gladly confirmed the
outstanding performance so far accomplished by his team. “They all
fit for their posts, knowing clearly what’s right and what’s not.
It is due to their contributions that our hotel can make
progress.”
“Hilton Sanya is growing, so
is the entire market in Sanya. The city attracts more and more
people to pay a visit. Sanya, to many young folks, is not the city
they’d live for life, but a courier station where views are great,
promising numerous opportunities.” Every member of the management
seems to be the general manager, high in spirits and enthusiastic
about his/her own work. According to Dirk, “We hotel people must
be sure of ourselves. Confidence lends us the courage to promote
our hotel.”
Standing at the onset of 2008,
the commander looks to a prosperous year, saying, “Our hotel is
sure to make one step further in the new year, thanks to the
maturing market. Meanwhile, we must engage more in global marketing
campaigns which would make our hotel more famous. It is true that
Sanya is not as popular as the Bali Island. However, China’s
surging economy and the approaching Beijing Olympic Games and
Shanghai Expo will lure more people to visit China, through which
they can have a better understanding of the Middle Kingdom. It is a
good opportunity for us.”
So ended our interview. The
general manager’s summary shows us a full picture of Hilton Sanya
Resort & Spa. If we compare a hotel to a ship, then every
department is a key component without which the ship cannot work.
Hilton Sanya is fortunate to have a young and vigorous team who
believes in the hotel’s platinum quality as well as in its own
strength. Led by a commander chock-full of passion and zeal, all
the associates will work together and support one another in an
effort to ensure the huge vessel can head steadily for a brighter
future.
A new year is a new starting
point. It is our sincerest hope that every hotel could sail for a
better tomorrow by contributing to the development of China’s
hospitality industry and satisfying each guest with a supreme
experience.
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