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Old Year Out with Luxury, New Year In with Harmony 褪去浮华辞旧岁,天地人和喜迎春

(2011-03-02 09:15:29)
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2011年3月

分类: 封面故事

Old <wbr>Year <wbr>Out <wbr>with <wbr>Luxury, <wbr>New <wbr>Year <wbr>In <wbr>with <wbr>Harmony <wbr>褪去浮华辞旧岁,天地人和喜迎春

Old Year Out with Luxury, New Year In with Harmony
—— Achievements Review with Mr. Rauf Malik, General Manager of Shanghai Marriott Hotel Changfeng Park

褪去浮华辞旧岁,天地人和喜迎春
——与上海新发展亚太万豪酒店总经理马立祺先生共品成就

At the same time and same place as last year, we sat down with Mr. Rauf Malik, General Manager of Shanghai Marriott Hotel Changfeng Park to review the achievements by the hotel in the past year. Last time, Mr. Rauf Malik portrayed a grand blueprint for the newly opened hotel. This time, he would present us a satisfactory finished picture.
 
Not many people may know that although Shanghai Marriott Hotel Changfeng Park has been opened for only one year, its preparations took nearly ten years, which implies careful and thorough preliminary arrangements. As the owner of the hotel, New Development Group, established in 1992, is a prestigious multi-company in Shanghai with major businesses in real estate development, hotel business, wood industry, storage and warehousing, trade and financial investment. Possessing 16 subsidiary companies with total assets up to 10 billion RMB, the group contributes annually to the national taxes of 500 million RMB. Such a strong background and a refined management team are the solid base for the hotel’s success. Since we took a snapshot of Shanghai Marriott Hotel Changfeng Park last time, we would now examine the hotel from a different angle and penetrate into the reasons for its success.

The passed 2010 was a booming year for hospitality industry in Shanghai as the Expo attracted more than sufficient customers into the city. Now that the Expo has finished, would Shanghai Marriott Hotel Changfeng Park continue the glory? The General Manager has distinctive views in regard to this question. Mr. Rauf Malik said, “Hotels in Shanghai should not only attract clients with grand events such as the Expo, but also pay attention to local customers for a long term development. This would be a foresighted strategy.” With the development of the city, particularly a metropolis like Shanghai, people are caring more about life quality. Apart from the normal busy schedule, they would like to change their lifestyles at times for a relaxing and peaceful retreat. The hotel has perceived this and hence is focused on developing and sustaining long-term clients with a service philosophy that trust and quality should coexist.

Food and beverage are naturally among the top criteria if local customers are to be attracted. Shanghai Marriott Hotel Changfeng Park is proud to own a perfect set of catering facilities as well as various outstanding restaurants and bars. Sakitori, the Japanese Restaurant in the hotel has been awarded as one of top 5 “HOTELS 2010 Best Hotel Restaurant”. Featuring Japanese grill, Sakitori provides modern Japanese cuisine combining tradition and fashion. The authentic fresh flavor and fragrance represent the true meaning of Japanese cooking. The Pastry Team has won the Golden Prize of China Baking Competition. In the bakery Java+, freshly made breads and pastries as well as a variety of hand-made chocolates are available everyday. In addition, there are other restaurants of different styles. The Chinese restaurant Pearl, which features the special cuisines from the Pearl River Delta, has private dining rooms with French windows that both accommodate the requirements for privacy and elevate the aesthetic level. Park Café has a simple and stylish design based on contemporary French cafes, offering buffet and a la carte menus of south-east Asian, Chinese and western flavors. The Lounge would be a perfect choice for tea or brief breaks, where the home-made pastries send out irresistible temptations. All these being not enough, one can ascend to the rooftop bar - Panorama on the top to enjoy the magnificent view of Changfeng Park and Suzhou River and to experience a perfect pleasant moment in peace. The DÔME Wine Bar, with simple designs, has a number of high quality wines which add another highlight to the hotel. Meanwhile, room service is available 24 hours a day. The professional service team would satisfy any individual catering requirements at all hours.
 
Located in the neighborhood of Changfeng Park, Shanghai Marriott Hotel Changfeng Park enjoys a natural advantage as the Yin Chu Lake and 30-meter-high Tie Bei Hill in the park form a unique landscape. Over 20 scenic spots in the park spread out in front of the hotel. Besides these outside attractions, the hotel offers considerate services to make their customers discover their real inner self.
 
Mr. Rauf Malik is a person who emphasizes “friendly treatment”. According to him, “ever since I came to China, I have regarded Shanghai as another home, not only because I like China and Chinese culture but also because my friends in China have treated me friendly as family members.” He has lived in different cities in China and perceived different local cultures. Even hotels in different cities have distinguishing features because of the cultural diversity. Nevertheless, Mr. Rauf Malik holds the firm view that the key to get along with people is sincerity. “Many hotel customers are my old friends. We have developed our friendships step by step through details from being total strangers to acquaintance and eventually mutual trust. This is very important.” Maybe this is the secret for Mr. Rauf Malik’s success. It is probably a natural behavior from his side, yet it opens a window for others to understand him and the hotel managed by him. Sometimes during his patrol in the hotel, he would do simple things for customers who have no knowledge of his identity. He enjoys it. “I like to get in touch with my clients in the most direct way. I pay no attention to my own position when communicating with them, but would rather to understand their needs as a friend.” For years, his excellent work has deeply impressed his customers and listed him among the best general managers in the industry. He was recognized as one of the “100 Hotel Figures in China” and the Best Hotel General Manager in China. At the 5th China Hotel Starlight Awards, he won the Best Hotel General Manager in China for his outstanding achievements.

“I bear great thanks to the hotel owner whose supports have enabled me to do what I aspire to without restraints.” Mr. Rauf Malik, a direct and generous man, would give thanks to all who have supported him, including his family, friends, superiors and hotel employees. He commented sentimentally that the owner had taught him that “give” and “take” are both important. Unlike the common practice that a hotel is examined solely by its attainments, New Development Group emphasizes efforts more than results. “I am very lucky to be included in the team. Leaders have confidence in the team and the professionalism of the team ensures a bright future of the hotel. This is what I would call a respect return. When you treat others with utmost sincerity, the others will treat you with the same respect. We have applied this method in our associate training so that our customers may experience the same treatment.” It seems that Mr. Malik has maintained the philosophy that the harmony between people would lead to harmony in society.
 
When the Old Year fades out with luxury, the New Year steps in with harmony. Expectations and efforts of last year have born abundant fruits this year. Even our reporter could not refrain himself from making jokes on the red envelops everywhere in the hotel. Last year has surely been a profitable “golden year”. Mr. Rauf Malik, with all associate in Shanghai Marriott Hotel Changfeng Park, has kept his promise and laid a strong foundation for the hotel’s future development. All the hardship and aspiration have transformed into victorious smiles on faces of the hotel associate, which radiate into every customer’s heart.
 
 
相同的时间,相同的地点,我们又和上海新发展亚太万豪酒店总经理马立祺先生面对面坐在了一起,共同品味过去这一年酒店所取得的成就。如果说去年的今天坐在我们对面的马立祺先生还是在畅谈酒店开业伊始的宏伟蓝图,那么此时此刻,他所带给大家的将会是一份色彩斑斓的满意答卷。
 
很多人也许不知道,上海新发展亚太万豪酒店虽然开业只有短短的一年,可是酒店筹备用了将近十年的时间,可见其准备工作做得是十分细致并且周全的。作为酒店的业主方的新发展集团有限公司是上海一家知名企业,总资产达人民币100多亿元。集团自1992年成立,涉及领域包括房地产开发、酒店、木业、仓储、商贸、投资等综合性集团公司,现拥有16家子公司,年上缴税利5亿元。雄厚的背景加之精炼的管理团队,这就是酒店成功的坚实基础。去年我们报道了上海新发展亚太万豪酒店的概况,那么今年《大酒店》将呈现一个不同的酒店,解读成就背后的深刻底蕴。

 

刚刚过去的2010年,对于上海的酒店无疑是辉煌的一年,世博会为上海带来了充足的客源,而现在世博已经过去,上海新发展亚太万豪酒店是否可以续写辉煌,对于这点总经理有着自己独到的见解。马立祺先生说:“在上海这座城市的酒店,不仅仅需要依靠像世博会这样的盛会来拉动客源,酒店想要长期的发展,最主要是要注重本地的客源,这才是长久的发展之计。”随着城市的发展,尤其是居住在上海这样的城市,人们开始越来越多的注重生活质量,繁复忙碌的生活背后,适时改变生活方式,体会轻松宁静的氛围放松心情。酒店正是看中了这一点,注重长期客户的培养,真正做到信赖和品质共存的服务理念。

想要很好的抓住本地客源,餐饮当然是首当其冲的硬性指标,上海新发展亚太万豪酒店拥有相当完备的餐饮设施,同时也拥有高质量的各色餐饮团队,酒店的日式餐厅——清酒烧在过去的2010年就获得了“Hotels年度酒店奖酒店餐厅”,餐厅以日本木炭烧烤为特色。提供传统与时尚相结合的现代日本料理,地道正宗的新鲜风味和芳香,在这里可以体验日式美味的真谛。并且,酒店西饼团队获得了“中国烘焙大赛”团体金奖,西饼屋Java+提供新鲜出炉的面包和糕点,并有各色自制手工巧克力。除此之外,酒店还拥有很多种类的餐厅,供应来自珠江三角洲地区特色菜肴的珍珠轩,餐厅内设有独立的私人包厢,在满足客人私密性的同时还增加了包厢的美观度,一律采用落地玻璃装饰的材质,尽显奢华。富苑餐厅在提供东南亚和中西餐风味自助餐及零点的同时,以当代风格的法式酒馆为原形,风格简约而时尚。如果想要享受茶饮或者小憩一下,大堂酒廊也是不错的选择,美味的自制特色面点让人们流连驻足,轻松享受悠闲的时光。这些还不够,那么不妨到屋顶的云景吧,纵览长风公园和苏州河靓丽风景,体验完美而畅快的人生。DÔME葡萄酒吧设计简约,这里陈列着很多上品的葡萄酒,为酒店的餐饮服务增添了又一抹色彩。与此同时,酒店还为客人提供24小时送餐服务,专业的服务团队随时满足所有私人化的用餐需求。
 
酒店与长风公园比邻而居,公园内浩瀚的银锄湖面和30米高的铁臂山构成了独特的景观。园中的青枫绿洲、夕阳晚照、岁寒三友、迎春池、睡莲池等20余处园林景点姿态万千。在上海新发展亚太万豪酒店内就可以将这些美景尽收眼底。当然,抛开这些表面的浮华,让客人感受最本真的自我,酒店有着更多让人觉得窝心和深刻的体验。
 
马立祺总经理本人是一个非常注重“人情”的人,他说“从我来到中国至今,我已经把上海当成了另一个家,不仅仅是因为我喜欢中国,喜欢中国的文化,也因为我在中国的朋友,像是家人一样温暖。”他在中国多个城市生活过,在不同的城市感受到了不同的人文信息,当然酒店也由于不同的地域文化而变得各有特色,但是马立祺先生始终坚信相处之道贵在以诚相待。“酒店的很多客人都是我的老朋友,我们从陌生到熟识,再到彼此充满信赖,都是一步一步情感细节的积累,这非常重要。”也许这就是马立祺先生的成功之道,或许这在他心中只是自然而然的事情,但正是这份重情重义的性格让更多的人了解了他,了解了他管理的酒店。有时在酒店巡视的时候,他会亲自为客人做些最简单的事情,当然客人并不知道他是这个酒店的总经理。他很享受这种感觉,“我喜欢用最直接的方式接触我的客人,在和他们交流的时候我并没有注意到自己是什么身份,而是更像朋友一样了解他们需要什么。”总经理如是说。多年来,他出色的工作表现给顾客留下了深刻的印象,也使他成为了同行中的佼佼者,曾获得“影响中国酒店100人”之一的殊荣及“中国酒店最佳总经理”荣誉称号。中国酒店星光奖颁奖典礼上,马立祺先生也因其出色的业绩获得“中国酒店业最佳总经理”荣誉称号。

“我非常感谢业主方对我工作的支持,让我可以没有束缚的开展我想要做的工作。”马立祺先生就是这么直接并且爽快的人,他感谢所有在他身边支持他的人,家人、朋友、领导,直至酒店的员工。他不无感慨的表示,业主方让他明白了付出和收获都不容忽视的道理,很多的时候,人们只注重管理者让酒店所取得的成就,而在这里则不同,大到总经理,小到每一个员工,新发展集团都始终更加注重员工付出的努力大过取得的成就。“我非常幸运跻身在这样的团队之中,领导们对团队非常有信心,而这个团队的专业也可以保证酒店的未来。这就是我所说的尊重反馈,如果你全身心的去对待对方,那么别人也会用相同的尊重来善待你,我们也把这种方式运用到酒店人员的培训,让客人也能感受到这种关怀。”“Lovely People”,马立祺先生依然贯彻着不变的人和则天下和的理念。
 
褪去浮华辞旧岁,天地人和喜迎春。去年的期待与耕耘换来今年的硕果累累,就连记者也忍不住开玩笑,怪不得酒店处处见红包,真是赚了个盆满钵满的黄金年。马立祺先生带领着上海新发展亚太万豪酒店每一名员工信守了去年的承诺,为酒店以后的发展打下了坚实的基础,这一年来的艰辛与期盼都化作了每一抹胜利的微笑驻足于酒店人的脸上,投射到了客人们的心中。
 
 
   

   

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