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低调亦奢华,经典即永恒——访苏州吴宫泛太平洋酒店和总经理陆博伦

(2011-07-11 11:21:44)
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2011年七月刊

分类: 封面故事

低调亦奢华,经典即永恒——访苏州吴宫泛太平洋酒店和总经理陆博伦

 

 Luxury in Eternal Classic Style

--- Interview with Mr. Luc Bollen, General Manager of Pan Pacific Suzhou

低调亦奢华,经典即永恒

——访苏州吴宫泛太平洋酒店和总经理陆博伦

 

As small bridges and flowing streams are the soul of Suzhou, Pan Pacific Suzhou is a perfect reflection of the soul by grasping the essence of it. When the hotel’s classical, elegant exterior doors that resemble city walls are opened, a place of unique beauty, a peaceful retreat hidden in the city is revealed in front of us: rushing water, refined scenic gardens, carved overhanging eaves with ingenuity, antique pavilions, terraces and towers. These genuine “Suzhou” elements are imbued with the charm of a southern Chinese riverside town, which assemble and unfold themselves right here. The beauty of the southern regions of the Yangtze River is mirrored in the soft Suzhou dialect and the winding path leading to a secluded spot. Time seems to slow down when ancient relics lie quietly among painted walls and dark tiles far away from the maddening crowd. Eventually, I realized why this hotel, which is not reputed for being grand or luxurious, has won a number of awards in one-odd year after its rebranding: Prix d’Excellence Award of World FIABCI 2010, Travel + Leisure 2010 China’s Top 100 Hotels,Top 10 Resort Hotels of China by the 6th  China Hotel Starlight Awards 2010, and China Top 10 Popular Resort Hotels of 2010 in the 7thGolden-Pillow Award of China Hotels.

 

Different from other hotel groups’ expansion and branching out in recent years, Pan Pacific Hotels Group, one of the few independent hotel groups, has taken a road less traveled by others, focusing on a more accurate and distinctive definition of the brand. The management of the precursor of Pan Pacific Suzhou, the first five-star hotel in Suzhou, already gained strong recognition in the market. Therefore, the brand alteration was a challenge for both the hotel and the local market. Fortunately, Pan Pacific Suzhou has enjoyed a general acceptance in the market after rebranding, a satisfying result that remarks customers’ acknowledgement  of Pan Pacific Hotels Group. In the Group’s latest leadership conference, CEO Mr. Patrick Imbardelli emphasized  the development plan in China and soon the third Pan Pacific hotel will be opened in Ningbo. We really expect to see how this new Pan Pacific hotel would position itself uniquely among numerous five-star hotels in the competitive market of a coastal city. The two existing Pan Pacific hotels in Xiamen and Suzhou have won accolades worldwide for their luxurious residence ambient, advanced facilities and excellent service. A humanistic service is the signature of Pan Pacific, whose core philosophy is contained in its cultural heritage, which is the synonym to refinement, graceful service and meticulous consideration. This year, Pan Pacific has rejuvenated its brand image, with an objective to grant customers an exquisite and Pacific life experience.  The broad sweep of the Pacific Ocean from north to south embraces a huge diversity of landscape, culture and climate, but is also connected by an unmistakable and palpable feeling of light, a sense of space and a unique interplay of ancient traditions and modern vibrancy. The richness of this Pacific world is brought to life throughout each and every one of Pan Pacific hotels and resorts, and this kind of experience is named by the Group as“Pacific Touch”.  In order to create a tranquil and interactive experience with nature, Pan Pacific Suzhou offers a distinguished garden surrounding and amicable service. Located in the busy downtown area, the hotel conceals an idyllic beauty and peace behind its doors, a real extravagant holiday resort in the city with a low profile. As prestigious and extraordinary as the hotel is its leader, General Manager Mr. Luc Bollen.  having a 30-year rich experience in the hotel business encompassing 4 continents and 13 countries, has opened 5 hotels and been crowned as the Top Ten Foreign Manager by 2008 China Hotel Starlight Award and the Best General Manager of China by 2011 China Hotel Starlight Award in the short time since his arrival in China. His work experience in top hotels in various countries has shaped him into a leader with great creativity constantly pursuing opportunities and challenges. A gourmet himself, Mr. Bollen loves sharing his experience of great dining and wines of the world and shares those experiences with guests. He likes to develop more entertaining leisure experiences for customers and to acquire tremendous satisfaction from doing so. Such practices are all applied in Pan Pacific Suzhou.

 

The Hotel has three restaurants that provide cuisines of the world from local favorites to western fare, from Cantonese classics to Italian seafood. Three lounges offer ideal places for relaxation and social gatherings. Other recreation facilities include fitness center, Pan Pacific’s signature St. Gregory SPA brand, outdoor swimming pool and temperature-controlled indoor swimming pool. Hai Tien Lo Cantonese Restaurant features Cantonese dishes, delicate snacks and Suzhou food. The VIP rooms are perfect venue for business meals and family or friends’ parties. Garden Brasserie, which enjoys a panorama of the courtyard, offers a la carte menus as well as western and Asian buffet all day around. AVANTI Italian Kitchen fuses the traditional Italian cuisine with novel cooking, creating a brand new dining experience. The Grand Ballroom, which accommodates up to 400 people, is suitable for all kinds of grand events and meetings as well as weddings. Meanwhile, Garden View Court and other Conference Rooms are appropriate for small meetings.

 

To make every customer’s experience at Pan Pacific Suzhou an unforgettable memory is what Mr. Bollen strives to achieve. The hotel holds exquisite features of scenic gardens, sculptured bridges, rushing water and towers to display the history and culture of this garden city in China. Walking in the hotel, one feels like wandering in the classic garden of Ming or Qing Dynasty. The 481 guestrooms and club facilities scatter in garden courtyards along the canal, connected by zigzag corridors. The Pacific Club Suites are specially tailored to enhance natural lighting in the room for a welcoming experience without compromising the privacy of guests who enjoy personal butler and individualized service, free late checkout, free breakfast, afternoon tea and happy hour for evening cocktail. The suites are indulgently spacious and the premier suites come with an in room Jacuzzi and an outdoor garden area.

 

Mr. Bollen has his extraordinary business ideas: hotel business is not just a job but a way of life and an active life attitude can develop new market strategies and stimulate endless creation. Pan Pacific Suzhou has several new projects going on in 2011. It opened a new wine club, a deli shop for both in house and outside guests in lobby area. The wine club hosts regular wine tasting dinners for its members and hotel customers, so as to satisfy their needs to learn wine knowledge and to savor different wines. At the outset of April, the well-known Singapore-based St. Gregory Spa opened its first outlet in China in Pan Pacific Suzhou. St. Gregory does not aim to just pamper and indulge, but is an integrated lifestyle management built on the four pillars of therapy, fitness, aesthetics and active-ageing to promote health and beauty for life. What is more pleasant is the unique St. Gregory Wellness Suite . Guests could receive therapy in a premium duplex Pacific Club Suite, which comes with an in room Jacuzzi and an outdoor garden. The perfect combination of a Singapore SPA and scenery of a Suzhou garden relaxes one’s body and soul to the most natural condition.

 

 In addition to complete facilities, what attributes more to the hotel’s success is the training and administration of employees. After its rebranding, Pan Pacific Suzhou kept a large group of original associates. Although the management underwent certain changes, these old associates have always been respected and valued. They can provide accurate and comfortable service as they are more familiar with the environment and have a better understanding of local market. A hotel that renders a sense of belonging to its employees would certainly convey a sense of security to its customers.

 

“I love working here because it is rich of opportunities and challenges in a fast growing economy. Recently I just finished a Master in Science degree in Tourism and Travel Management, it enriched my understanding of the fastest growing segment of the travel industry.” It is admirable for Mr. Bollen to continue his study with untiring vigor after making impressive achievements. It is even more admirable to see Mr. Bollen actively involved in  community  welfare cause by donating to disadvantaged groups and creating job opportunities for them. For him, those who are fortunate in life should help those who are  less fortunate. Therefore, apart from his own interest, Mr. Bollen has also led Pan Pacific Suzhou to support local charity activities. To shoulder social responsibilities with benevolence and to practice entrepreneurism with generosity are the special charisma of Mr. Bollen.

 

Have a sip of the specially brewed coffee after sightseeing in the classic Chinese garden. Words do not suffice to describe such a dreamlike image and poetic feelings. The grand and graceful Pan Pacific Suzhou, surrounded by bustling business centers and historic relics, waits quietly for its customers to come to appreciate the beautiful scenes, delicious dining options and an exclusive experience of a private garden.

 

小桥、流水是苏州城市的灵魂。将这座城市的精髓浓缩升华并完美写照的当属苏州吴宫泛太平洋酒店。打开它城墙一样古典精美的外门,一种别有洞天、大隐于市的宁静典雅之气迎面展开:蜿蜒曲折的水系,高雅别致的园林,别具匠心的雕花飞檐,古色古香的亭台楼阁,这些“最苏州”的风情元素,最具江南水乡的风韵,在此完美汇萃和精彩呈现。在吴侬软语中感知江南美意,在小桥流水中体验曲径通幽,在粉墙黛瓦中的探古揽胜,尘嚣仿佛被过滤隔离了,时间也仿佛慢了下来,我终于心领神会了这个不是靠大取胜,不是靠豪华著称的酒店在更名一年多的时间里所获得的众多褒奖:世界不动产联盟(FIABCI)年度评选荣获“世界最佳房地产奖-酒店类第一名”、《私家地理》杂志“2010年中国百佳酒店”,2010中国酒店星光奖荣登“中国十佳旅游度假酒店”、第七届中国酒店金枕头奖摘取“2010年度中国十大最受欢迎度假酒店”。

 

不同于其他酒店集团近年来的扩张趋势和发展规模,泛太平洋走的是少而精的路线,更注重品牌定位的精准和独特性,是全球为数不多的独立酒店集团之一。苏州吴宫泛太平洋酒店原来的酒店管理集团已深入人心,这也是苏州的第一家五星酒店,品牌的改建对泛太平洋和当地市场来说都是一种考验。庆幸的是酒店正式更名后整体市场接纳度都很好,这个令人满意的结果也是对泛太平洋集团的一种肯定。在最近的集团全球领导人会议中,CEO德利殷先生发布了泛太平洋集团在中国的发展计划,宁波被选定为中国第三家泛太平洋酒店的驻址,在这样一个市场竞争激烈的沿海城市,我们也很期待未来这家泛太平洋酒店会通过怎样的独特定位在众多五星酒店中脱颖而出。泛太平洋在中国厦门和苏州的两家酒店,凭借豪华的住宿环境、优良的设施和优质的服务受到了来自世界各地的赞誉。人性化服务则是泛太平洋品牌的一贯标志,其理念精粹蕴藏在其文化传统中——精致细腻、典雅服务和无微不至。泛太平洋品牌今年更进行了一系列品牌形象的更新,力图在泛太平洋酒店通过有特色的服务带给客人们一种代表了太平洋沿岸地区美好恬静生活的入住体验。太平洋由北至南的地区拥有各自不同的地形,文化和气候,同时又互相紧密联系,每个地区都通过阳光,空间,传统与现代的相互影响而给带给人一种太平洋地区独有的感受。泛太平洋集团正是要通过旗下每一间不同的酒店及度假村将这种丰富的感受带给自己的客人,这种体验被集团称为“太平洋的触碰” (Pacific Touch )。苏州吴宫泛太平洋酒店在这一点上就是通过酒店独特的园林环境和亲和的服务带给客人平和,宁静,在鸟语花香间与自然浑然一体的体验。酒店虽然地处市中心的喧闹地段,却在门后自有一番世外桃源,是真正追求低调的奢华的“城市度假村”。与这座酒店一起卓而不凡、美誉齐名的还有它的领军人物——总经理陆博伦先生。这个有着30年丰富的酒店业经验,先后参与五家酒店开业,管理足迹横跨4大洲13个国家的高级职业经理人,来中国时间不长就先后荣获星光奖“十佳外国经理”、“中国酒店业最佳总经理”等桂冠。在不同国家顶级酒店任职高管的经历和阅历,将他历练成为一个有高度创造力,不断追求机遇与挑战的领军人物。同时身为一个美食家,他喜欢体验世界各地的美食美酒并与客人们分享这些经历,喜欢探索能为客人提供更丰富更有趣的休闲体验并从中获得巨大的满足感。他把这些精神理念完美地运用到了苏州吴宫泛太平洋酒店。

 

在美仑美奂的餐厅打造极致的就餐体验,酒店拥有三间风格迥异的餐厅,从特色本帮菜到西式料理,从粤菜到意大利海鲜一应俱全。同时,酒店配备的三间酒廊也是客人放松身心、社交聚会的理想场所。而24小时健身中心、室内外泳池以及圣葛俪理疗馆也是客人享受舒适惬意的轻松时刻、疏解身心疲惫与压力的完美选择。海天楼主推粤菜、精美点心以及特色苏帮菜,餐厅内特设贵宾包间,是商务宴请、亲朋聚会的理想场所。萃英园西餐厅可一览庭院景致,为您全天候提供零点佳肴以及西式和亚洲自助餐等丰盛美食,菜式林林总总,丰俭由人。AVANTI意大利餐厅将传统意式菜肴与新式烹饪完美结合,为客人呈上全新意大利美食体验。而最多可容纳400人的龙蟠宴会厅适合于各种大型活动和会议,也是婚礼的理想场地;至于小规模的会议活动,在环秀轩和吴门、江村、宝带、行春等会议室能得到最妥帖的安排。

 

让每一位客人在苏州吴宫泛太平洋酒店的住宿体验成为难忘的美好回忆是陆博伦先生致力倡导的目标。酒店建筑融汇了中国古典建筑和苏州园林的精华,小桥、流水、亭台、楼阁,处处体现苏式格调与优雅。行走其中,仿佛置身于明清园林之中,481间客房及会所设施沿着运河分组布置在花园式庭院周围,以八曲桥原理一道一景的走道贯穿其中,不同高度的客房交错分布,演译出变化多端、丰富多姿的层次美和重叠美。酒店另有包含99间客房的太平洋贵宾会所,会所的宾客可以享受贴身管家服务和个性化入住体验,免费延迟退房,并可享用免费的早餐,下午茶及傍晚鸡尾酒欢乐时光。这里每间客房都宽敞舒适,阳光充足又绝对私密,高级套房更配备有豪华按摩浴缸和室外花园。

 

见识广博的陆博伦先生有自己独特的经营理念,他认为酒店经营不仅仅是一份工作,更是一种生活态度,而积极创新的生活态度能提供新的拓展市场的策略,激发无限的创造力。苏州吴宫泛太平洋酒店在2011年启动一系列新项目:酒店大堂开设了新的“溢香阁”咖啡店及“皓久荟”葡萄酒俱乐部,皓久荟定期为其会员和客人举办品酒晚宴,满足酒店客人及本地会员学习葡萄酒品酒知识以及品尝各地葡萄酒的需要。酒店在4月初引进了新加坡著名品牌圣葛俪理疗,作为泛太平洋酒店旗下的生活品牌,圣葛俪理疗不仅仅是尊崇的享受,它所追求的是一整套建立在理疗、健身、美容和养生上的生活方式。更让人惊喜的是,圣葛俪首推养生套房理念,宾客们可以选择在太平洋贵宾会所的复式套房内接受理疗。每间套房都配有一个别致私人小院,以及可欣赏院内景观的按摩浴缸,为宾客们带来健康理疗新体验。新加坡特色SPA和苏州园林的景致在这里完美结合,身体与心灵的放松让人回归到最自然的状态。

 

 酒店的成功经营除了完备的硬件设施,更重要的是员工的培养和管理。苏州吴宫泛太平洋酒店更名以后保留了很大一部分的老员工,虽然管理集团有所变更,但新的管理团队始终重视这些老员工,因为他们是跟随酒店一起成长的,更加熟悉酒店的环境、更加了解当地市场的习惯,因而能带给顾客更加准确和舒适的服务。一个能给员工带来归属感的好酒店,也必然能给顾客带来切实的安全感。

 

“我喜欢在这里工作,因为这里飞速发展的经济为酒店提供了许多挑战与机遇。我从未停止学习新知,最近我刚刚取得旅游专业的硕士学位,这段研究经历更加丰富和加深了我对中国旅游行业的理解。”陆博伦先生业绩斐然却孜孜不倦的学习精神令人钦佩,而他长期投身社会福利事业,热衷于为弱势群体捐款和为他们创造工作机会的义举更是令人肃然起敬,在他看来生活中很幸运的人应该不断的帮助不幸的人。因此,除了个人在公益事业上的兴趣,他带领的苏州吴宫泛太平洋酒店也一直以回报社会的态度通过各种活动支持当地慈善事业。以仁慈之心践行社会责任的担当,以助人为乐彰显企业家的情怀,是陆博伦先生独特的个人魅力。

 

游一番古典的历史园林,品一杯酒店特制的咖啡……梦一般的画面,诗一般的心境,神一般的惬意!怎一个美字了得!典雅大气的苏州泛太平洋酒店,被繁华商业区和历史文化遗迹所环绕,它静静地等着有缘人的到来,尽享苏州美景美食和私人后花园独特的奢侈体验。

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