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横亘三水 共品尊荣——与上海正地豪生大酒店总经理柏拉乔先生品味酒店人生

(2011-04-14 10:04:22)
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杂谈


 Overlooking Three Waters with Honor and Glory
—— A Sip of Hospitality Life with Mr. Neftali Bracho, General Manager of Howard Johnson Plaza Waigaoqiao Shanghai
横亘三水 共品尊荣
——与上海正地豪生大酒店总经理柏拉乔先生品味酒店人生


This is where Huangpu River, Yangtze River and East China Sea converge. This is where Hengsha,Chongming and Changxing islands face each other across the river. From Zhangxuan, Director General of Transport in Yuan Dynasty to Gaoqiao Uncle Du Yuesheng, the colorful river of Shanghai history flows silently beside here, recording every changing scene in each era. The 800-year memory of the place is imprinted with profound cultural details. Even upon the background of today’s modernity, these vicissitudes leave a distinctive flavor in the history of the city. Sipping a cup of fresh tea, we listened to Shanghai stories told by the American sitting opposite us, amazed at the special connection between China and this General Manager who has 30-year experience in hospitality industry.

 

Howard Johnson Plaza Waigaoqiao Shanghai, launched last year, is a favorable addition to thehospitality industry in Waigaoqiao. As the General Manager of the hotel, Mr. Bracho said, “There are only two international deluxe hotels in this area and we are honored to be one of them. After a year’s operation, we have not only blazoned the fame of Howard Johnson but also emboldened customers’ trust in us. It is a good demonstration of our five-star quality.” In the running of the hotel, Mr. Bracho has implemented the principle of seeking the new on the basis of keeping essential features of the hotel brand and tried his best to attend to every detail personally.

 

Howard Johnson Plaza Waigaoqiao Shanghai possesses a high-quality service philosophy and refined facilities, which could be observed in its 301 elegantly designed guestrooms including 44 executive suites and 2 imperial suites, Howard Johnson Club Floor and Howard Johnson Club Lounge. A variety of details noticed by us during our visit validated General Manager’s pursuit forperfection. For example, he placed ancient grooved screens at the entrance of private rooms in theChinese restaurant Ho Yuet, which supplement the ambient appeal while protecting customers’privacy. Ho Yuet Restaurant specializes in an array of Cantonese mouth-watering delicacies prepared by the famous chef in a comfortable modern design setting. Abandoning the traditional Chinese restaurant model, it offers a comfortable and spacious dining environment with a bright western décor and avant-garde style. The refraction of lights from different angles creates a shiny but restrained sense of beauty while the simple but elegant decoration complements the vibrating folk music. Riviera Coffee shop is an elegant all-day dining restaurant offering an extensive international buffet and a la carte service for breakfast. For lunch and dinner, customers could dine in style with their special a la carte menu designed by the executive chef, offering international favorites. We were surprised to find a unique statue of God of Wealth at the entrance of the restaurant, which was purchased by Mr. Bracho personally from Yu Garden. Other details such as helping the service with the trolley and some slights movements all reveal his care for the staff and passion for his career.

 

It is not pure luck that made Mr. Bracho become the general manager of a hotel. Indeed, it is a long and steady journey starting from a service staff imbued with hardships and efforts that only the traveler himself would savor. Therefore, he places more emphasis on staff training and gives English lessons to hotel employees every week. “Every hotel employee needs a systematic training,” so he said. “Iknow it is difficult to learn a language, so I would try my best to encourage them to master English, which will offer great benefits to their future.” At times,solicitude does not take the form of words but rather sincere consideration for others. This is probably Mr. Bracho’s principle in treating people. The General Manager has had an extensive experience with Marriott and Starwood Hotels. Arriving in Shanghai in 1993, his first assignment was at the Westin Tai Ping Yang and Howard Johnson Plaza followed by other assignments in Beijing, Zhengzhou and Nanjing. Now he is in charge of Howard Johnson Plaza Waigaoqiao Shanghai, after working in almost every corner of the country. “I am glad that I could work in so many different cities in this beautiful country. Every city in China has its distinctive culture and beauty, which attract me strongly. I accumulate life experience and understandings everyday in every city. All these make the solid basis for my future work or life.” Mr. Bracho declared.


According to Mr. Bracho, only change could introduce new energy into things while maintaining their essences. During the past 16 years, Waigaoqiao Bonded Area, relying on the development of Pudong District, has realized a rapid economic progress with the firm principle of wide-ranging opening-up, cultivating a port industry with three major functions of international trade, modern logistics and advanced manufacture. As the integration of Bonded Area and Port is being implemented and the construction of Shanghai as the international shipping center is being accelerated, the coordinated development of international port and waterway industry and Waigaoqiao modern logistics will be further promoted. The logistic industry of Waigaoqiao will play an important role in domestic or even world logistic supply chains and the area will become one of the key purchase, distribution and logistic centers in China and Asian Pacific Regions for multi-national corporations. Such a future is favorable for the hotel as it indicates an inexhaustible flow of customers into this area. The management of the hotel will examine the latest trend to welcome various challenges. Every week about 30 to 50 customers’ feedbacks are randomly selected for further study in order to improve hotel service and facilities so that it could sustain its premier position in the area.

 

Mr. Bracho’s natural ability of experiencing and perceiving life has painted splendid strikes to his life. In nearly twenty years in China, he has kept the habit of viewing and contacting more things to enrich his experience whever he stays. He came here as early as the first batch of international hotels entered Shanghai and has witnessed the development of hospitality industry in the city. Although Waigaoqiao was perhaps still a land of wilderness at that time, Mr. Bracho held the firm belief that the future of local hospitality was brilliant. As a Shanghainess, I was surprised by his rich knowledge about Shanghai, which has enabled him to perceive many details that most people would overlook and that are essential to the hotel development and customer attraction. Maybe only a person who knows how to enjoy life could do his job better. Mr. Bracho wishes to deliver this concept to his employees and even customers. He announced that “our hotel is in the vicinity of many touring spots such as Gaoqiao Park and Shanghai Binjiang Forest Park. Many city dwellers are obsessed with fame and fortune. I hope that they could regress to the true meaning of life to enjoy the sense of happiness that each aspect of life brings. ”The General Manager practices a reasonable and balanced attitude toward his employees and hotel development. Only an sincere care and devotion would result in perfection and enable a person to manage an international deluxe hotel with ease.

 

Sitting beside the window, we appreciated the impressive view of the winding Yangtze River flowing into the sea. At this moment, maybe Mr. Bracho’s heart was filled with expectations for the future and confidence in his hotel. With honors and ambitions, Howard Johnson Plaza Waigaoqiao Shanghai is sailing up to its glorious future.


    这里是黄浦江、长江和东海“三水并流”的地方,这 里与横沙、崇明、长兴三岛隔江相望,这里悄无声息的流淌过上海几百年来的繁花似锦,从漕粮海运第一人张宣到“高桥爷叔”的杜月笙无不记录了上海每个时代的历史变迁。八百年记忆印刻着深厚的文化底蕴和丰富的人文资源,时至今日在现代文明城市的显像背后还能闻到历史沧桑的余味。共品一盏清茶,听着坐在面前这位美国友人娓娓道来的上海故事,让人感叹这位有着30年酒店经验的总经理是否和中国有着特别的情愫。

 

    去年开业的上海正地豪生大酒店无疑为外高桥地区的酒店业发展锦上添花,作为这家酒店的总经理柏拉乔先生表示:“这个区域的国际豪华酒店只有两家,我们很荣幸成为其中之一,经过一年的开业运营,不仅在这片区域打开了豪生的知名度,更增强了客人对我们的信任度,印证了我们国际五星的品质。”在整个酒店的运作中,柏拉乔先生始终贯彻在坚持酒店品牌本质的基础上求新求变,并且对于任何的细节他都会尽力做到亲力亲为。
 
    从设计现代独特的301间雅致的客房包含44间行政套房到2间总统套房,再从行政楼层的豪生行政客房至行政酒廊上海正地豪生大酒店都秉持着高质量的服务理念和运用高品质的硬件设施。参观中的很多细节让我们切实体会到了总经理先生对品质的完美追求。他在中餐厅的包厢门口放了一个古色古香的镂空屏风,既增加了餐厅的韵味又很好的保护了客人的私密空间。另外,豪悦轩中餐厅打破传统陈旧的中餐厅经营模式,环境舒适、宽敞,明快而富有西式特色的装修风格、前卫的装修格调。在不同角度灯光的折射下,显现出一种闪亮而内敛的美感。新派港式菜肴和传统名菜兼容,款款出自名厨之手,素雅的布置、萦绕耳际的江南小曲,好不惬意。酒店另一间豪生咖啡厅是一家风格优雅的全天候餐厅,早餐时段提供丰盛的国际自助餐和点菜服务。午餐和晚餐时段则提供由行政总厨每周精心定制的美味菜单,以及包含国际美食的特色自选菜单。我们还惊奇的发现餐厅的入口处放了一个非常别致的招财财神,是柏拉乔先生亲自从豫园买回来的,帮助服务员推车或是一些细微的动作无不透露出他对员工的照顾和对酒店事业的热爱。
 
    一步一步从酒店一线的员工到一个酒店的总经理,并不是偶然,这是一个漫长的过程,其中的努力也只有柏拉乔先生自己明白,正是因为这样,他会更加注重员工的培养。每周柏拉乔总经理都会给酒店的员工上英语课,他说:“酒店的每一个员工都需要系统化的培训,我知道学习语言是件很难的事,我想尽我最大的努力去鼓舞他们学好这门语言,这对他们今后的工作会有很大的帮助。”关怀也许有的时候不需要太多语言上的慰藉,更好的方式也许是很真诚的为别人着想,这也许就是柏拉乔先生待人的理念。他拥有在万豪、喜达屋等国际知名酒店集团的丰富经验。1993年,柏拉乔先生带着丰富的国际化的酒店管理理念和经验来到上海,任职于威斯汀太平洋大酒店,这也是他在上海第一家任职的酒店。此后他又相继任命于北京、郑州、南京等地知名酒店,现在执掌上海正地豪生大酒店,可以说他的足迹遍及了整个中国。“我很高兴我可以在这样一个美丽的国家就职于多个城市,中国每一个城市都有其不同的文化和美,这些深深的吸引了我,在每个城市的每一天我都在积累和沉淀人生的感悟,这些无论是对我未来的工作或者生活都做了很好的铺垫。”柏拉乔先生如是说。
 
    在坚持事物本质的同时,柏拉乔先生相信变革才可以注入新的能量。从地理位置来看,依托浦东开发开放的优势,坚持对外开放的宗旨,十六年来外高桥保税区经济快速发展,形成了以国际贸易、现代物流、先进制造业等三大功能为主的口岸产业。随着“区港联动”的实施和上海建设国际航运中心步伐的加快,将进一步促进国际港航产业与外高桥现代物流产业的联动发展。外高桥保税区的物流产业将在全国乃至全球范围内的物流供应链中发挥重要作用,成为跨国公司在中国及亚太地区的采购中心、配送中心及物流中心的主要聚集地之一。这对于酒店来说无疑是件令人开心的事情,预示着更多的客人将源源不断的涌入这片区域。酒店的管理层会去了解这个城市最近的趋势用以迎合各种挑战,每周会例行的抽出30~50个客户的意见进行酒店服务和设施的改进,这样可以促使酒店在这个区域一直处于领先的地位。
 
    这种善于发现和感悟生活的特质让柏拉乔先生的人生格外精彩,来到中国的近二十年时间里,无论是在哪个城市,他都坚持着一种习惯,那就是去看去接触更多的事物,让自己变得更加丰富。他在第一批国际酒店进驻上海的时候就来到这里,可以说见证了上海酒店业的发展。也许那时的外高桥还是一片荒野,但柏拉乔先生就始终坚信着上海酒店业的未来一定是非常辉煌的。笔者作为一个上海人都非常惊讶于他对上海的熟悉程度。也许正是因为这样,他在工作中可以察觉很多别人看不见的细节,但这些细节对酒店的发展和客源都起到了潜移默化的作用。懂得生活的人也许才能更好的对待工作,柏拉乔先生希望可以把这个理念带给他的员工甚至是酒店的客人。他表示:“我们酒店附近有很多可供度假旅游的地方,包括高桥公园和滨江森林公园,现在太多的城市人都太执着于成就和名利,希望他们可以回归生活的本真,享受每一个生活的方面带给自身的幸福感。”合理把握、张弛有度的对待员工和酒店的发展。只有深入和关注才可以做到尽善尽美,也才可以游刃有余的管理好一家拥有国际品牌的豪华酒店。
 
    蜿蜒迤俪的长江,融汇贯通,集大家之器海纳百川。柏拉乔先生坐在窗边,一览无遗的江景摄人心魄。也许就像他此刻的内心,充满了对未来的期许,同时也对酒店的未来充满信心,踌躇满志,扬帆起航,相信上海正地豪生大酒店的前景不可小觑。

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