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采访Interview: Cherry Li   文Story: Kong Yan

    上有天堂，下有苏杭。苏杭美景久负盛名，古往今来，一直是文人墨客吟诗入画的对象，八方游人亦趋之若鹜。苏州尤以园林之秀美闻名天下，而这块传统上以景取胜的灵秀之地，如今依托“东方明珠”上海近邻的地理优势，逐渐发展成为一座新兴的工业城市。市内台商云集，电子产业尤为发达。

    苏州中茵皇冠假日酒店坐落在市区东部苏州工业园区内秀丽的金鸡湖畔，四周风景旖旎，环境舒适静逸。这间酒店之前一直作为政府星级招待所存在，直至去年洲际酒店管理集团与业主中茵集团签约，正式将其纳入门下，挂牌中茵皇冠假日酒店。酒店工程分为两期，一期改建已经完工并对外开放，二期工程正在火热进行中，预计于2007年完工。届时，全新的苏州中茵皇冠假日酒店将由两幢相互连通的中式建筑构成，拥有360间客（套）房，可容纳一千二百名宾客的大宴会厅，10间会议功能厅，5间中外特色餐厅和2个酒吧，以及形形色色的康乐设施。

中式建筑

    酒店的外观设计充分汲取中国传统园林建筑之精华，极具历史厚重感。亭台楼阁，长廊水榭，缘湖而建，意境悠远，让人难以想象这是一间主要面向商旅宾客的商务酒店。二期工程全面完工以后，整个酒店外形酷似一艘扬帆起航的游船，徜徉在秀丽的湖光山色之中，部分建筑将延伸至湖中，可与金鸡湖做零距离接触，让人有置身湖湖中、心旷神怡的感觉。

    苏州中茵皇冠假日酒店目前对外开放58间客（套）房，每间的面积都在36平方米以上，装饰格调优雅，房间设施齐全，其中包括行政豪华湖景房（7间）和行政湖景套房（3间），可饱览金鸡湖旖旎风光。餐饮、会务、健身、康乐等设施，充分满足宾客需求。

商务休闲

    苏州中茵皇冠假日酒店地处苏州工业园区内，地理位置决定了它的市场定位。酒店秉承“皇冠假日”的品牌特色，花大力气发展包括会务在内的各项商务功能，以求获得商旅宾客的青睐。作为品牌的标志性服务，“皇冠假日会务总监”全程参与会务筹划和管理，深入细节，确保每一个环节的顺利进行。目前开放的三间多功能厅可分别满足10～30人的活动需求，所有功能厅均配备先进的视听系统、活动舞台、多媒体电脑投影仪及宽带互联网接入，丰富您的会议形式，满足各项会务需要。酒店大堂和餐饮场所是举行临时非正式活动的理想场所。特别值得一提的是客房内提供的“公私兼顾购物单”，只需一通电话，生日卡或CD等细小物品即刻贴心送上。

    据苏白雅总经理介绍，目前入住宾客的80％均来自国外，同时商务客人占绝大多数，达到宾客总数的95％。入住情况相当好，全年均保持高位。由于酒店目前仅完成一期工程，投入的客房数目有限，而其优越的地理位置、便利的交通、完备的设施和高品质服务吸引了大批到苏州工业园区出公差的旅客，难怪客房供不应求。酒店改造扩建工程全面完工之后，客房供应将放量至360间，如何才能保持高入住率？苏白雅先生对此充满信心，认为苏州中茵皇冠假日酒店在诸多方面拥有特质，足以吸引“有识之士”。位置、交通、设施、服务、娱乐和风光，缺一不可。青睐苏州中茵皇冠假日酒店的不仅仅是商务客人，每逢黄金周节假日，不少来自上海的游客也选择下榻在这里。由于苏州及其周边的公路交通四通八达，酒店顺势推出汽车接送等系列服务，有多种品牌和车型备选，最大程度满足宾客的出行要求。金鸡湖风光秀美，是发展水上项目的理想场所。酒店充分利用这一地理优势推出多种水上活动，并率先提供游艇服务，使您的商务或私人活动内容更为丰富。

    总经理先生在谈话中不时流露出他对苏州工业园区的欣赏，称赞这里倾覆了一般人对工业园区的灰色印象，干净整齐而无车马之喧闹，相比人多嘈杂的老城区来说更加适合外来宾客停留。苏州市政府目前斥重资修整金鸡湖，开发周边餐饮休闲潜力，决心将这个区域打造成“园区”内的娱乐和消遣中心。由此可见，酒店周边的人文环境质量将有更进一步的提升。

员工发展

    交通设施等外在条件并不足以保证一间酒店的高入住率；在任何情况下，人的因素都是不能忽视的。记者很自然地问起了酒店在人才培养方面的举措，并毫无意外地得到了“加强培训”这样的回答。像许许多多其它酒店一样，苏州中茵皇冠假日酒店本着可持续性发展的原则，在栽培员工及挽留人才方面不吝投入资金和精力。“培训、培训、再培训，”苏白雅先生强调。“上海是国际化大都市，而苏州充其量不过是个二级城市，但是人的素质差别并不大。酒店的高级管理人员，特别是外籍管理人员，有帮助员工发展的职责。向员工展示酒店的美好前景，给予他们与酒店共同成长的机会。苏州中茵皇冠假日酒店是个上升中的酒店。”考虑到本地人才供应量有限，酒店经常面向外省市招募员工，招募回来的人员将在英语等方面接受重点培训，结合集中培训与日常积累，为占总人数绝大部分的外籍宾客营造一个温暖、亲切、沟通无障碍的生活环境。

老总花絮

    “酒店如我妻，”苏白雅毫不讳言自己对事业的热爱及投入。这位酒店专业人士出生在马来西亚，然而由于工作的特殊性，他现在很少有机会待在母国。相比上一期《大酒店》杂志中介绍的上海外高桥皇冠假日酒店总经理Anna Stackler女士，苏白雅先生在华的工作经历更为华丽。1992年至今，苏白雅先后供职于设在大连、昆明、杭州、北京和苏州的洲际酒店管理集团旗下酒店，从餐饮部经理助理成长为今天苏州中茵皇冠假日酒店的掌门人。进入业界二十二载，他对二级城市情有独衷，认为小型城市“更加温馨，适合居住”。

    酒店业的总经理们似乎更热衷“走走看看谈谈”的管理方式，苏白雅也不例外，他深入酒店各个角落，积极与员工和宾客沟通，从正面和反面以及主观和客观等各方面获取第一手反馈资料。出身餐饮部的他喜爱烹饪，坦言“不做总经理，就当厨师”。他认为厨师是一个非常具有挑战性、变数极大的工作，需要在菜式、口味、摆盘上动足脑筋，求新求变，才能达到吸引眼球和味蕾的目的。

    事实上，“求新求变”恰恰是绝大多数回头客对酒店的要求；作为“一店之长”，苏白雅面临着巨大的压力和挑战。不过，山人自有妙计，苏白雅也有自己独特的拆解之法，那就是长期工作后适当的放松。每六个月休一次假，在家陪伴妻儿或者出门走走，开拓一下思路，调换一下脑筋，然后再重回工作的怀抱。换个视角看问题，往往能出奇招。此法屡试不爽。

    坐拥“人间天堂”美景，集传统中式建筑和摩登生活于一身，苏州皇冠假日酒店恭迎您的光临。

The cities of Suzhou and Hangzhou in East China enjoy a long-standing reputation as the “earthly heaven”. Both are well-known for their stunning natural and artificial views, of which the literati have never ceased singing praises, either in writing or in painting. Tourists have flooded in, as well.

Traditionally speaking, the charm of Suzhou lies principally in its meticulously landscaped gardens built over the past centuries. However, the city of gardens has emerged as a new industrial base, of electronics in particular, in the recent years, thanks to its proximity to the metropolitan Shanghai which appeals to entrepreneurs and manufacturers from Taiwan.

Situated to the east of downtown Suzhou, Crowne Plaza Suzhou embraces the breathtaking views of the Jinji Lake (literal: Gold Rooster Lake) in the city’s Industrial Park. It used to be a government guesthouse until 2005, when InterContinental signed a contract with Suzhou Join-In Group―the owner―and put the hotel under its flag, re-branding it Crowne Plaza Suzhou.

Renovation and expansion consists of two parts, of which Phase I has completed and opened for business, while Phase II construction is presently in full swing. The new Crowne Plaza Suzhou, set for completion in 2007, will comprise two interlinked buildings which house a total of 360 tastefully arranged rooms and suites, a Banquet Hall fit for accommodating up to 1200 guests, ten conference and function rooms, five restaurants, two bars and a comprehensive range of amenities.

Chinese-style Architecture

The architecturally impressive design of a traditional Chinese garden―with pavilions, terraces, towers and all―can hardly lead you to the conclusion of a business hotel. Yes, judging from its history-accent exterior, Crowne Plaza Suzhou is more a waterfront resort than business hotel. Upon completion, the entire establishment will be in the shape of a cruise-liner floating in the arresting beauty of the Jinji Lake. The structure stretching into the lake allows intimate contact with the water and scenery, making you feel relaxed and rejuvenated in the embrace of the lake.

Fifty-eight tastefully decorated and well-appointed rooms and suites－including Club Deluxe Lakeview (8) and Club Suite Lakeview (3)－are open for guests at the moment. Ranging from 36 square meters and onwards, each overlooks stunning lake-views. The hotel entertains guests with a good diversity of F&B, conference and fitness functions and amenities.

Business and Leisure

The market positioning of Crowne Plaza Suzhou is in line with its convenient location inside the Suzhou Industrial Park. It carries forward “Crowne Plaza” brand tradition, devoting itself to strengthening conference and other business functions in an attempt to attract business travelers, international as well as domestic.

A perfect planner and manager, “Crowne Meeting Director” ensures your event runs smoothly at every stage. Three conference and function rooms designed to seat 10 to 30 guests are currently in use, and all are equipped with state-of-the-art audio-visual system, portable stage, LCD projector and internet broadband access. The Lobby and F&B venues are ideal for hosting casual, impromptu occasions. What’s more, the in-room personal and business shopping menu can largely simplify your shopping mission. Small but important items－from birthday cards to CDs－will be delivered to you simply with a phone call.

According to hotel General Manager Magandran Suppiah, 80% of the current guest population is from abroad, while business travelers account for 95%. The hotel maintains high occupancy rates all year round, partly because of the limited availability of rooms at Phase I level. But it is the hotel’s convenient location and traffic conditions, comprehensive facilities & amenities and quality service that appeal to a good number of travelers who make business trips to the Industrial Park. No wonder the hotel is always packed.

How to keep the occupancy rate at a satisfyingly high level when the 360 rooms are opened in full? Mr. Suppiah responded with evident confidence, saying that a couple of salient features―location, traffic, facilities, service, leisure & entertainment and scenery―combine to help the hotel hook discernible guests. Not only business travelers love to stay here, leisure guests from Shanghai also drop by during weekends or golden holidays to revel and unwind.

Suzhou and the area boast easy highway traffic, of which the hotel takes advantage to launch a comprehensive range of limo/vehicle service fitting for various purposes. The visually appealing Jinji Lake is also ideal for water sport. In addition to providing a good variety of water sport options, Crowne Plaza Suzhou is the first in the city to offer yachts for hosting business or private events.

Mr. Suppiah expressed his fondness of Suzhou Industrial Park more than once during the interview. He thinks highly of it as one which shatters the stock image of the grey “industrial parks” in China with its neat layout and clean and tranquil environment. In comparison to the noisy, over-crowded old town, the Park seems much friendlier for travelers. A noticeable improvement in the cultural and artistic milieu of the neighborhood is anticipated with the local government investing large sums in the renovation and beautification of the lake area, exploring its potentials in leisure and entertainment in an effort to establish the complex as a nightlife nexus.

Staff Growth

In addition to material advantages, human strength is also crucial in maintaining a hotel’s high occupancy. It’s just natural for the correspondent to pose a question about the actions Crowne Plaza Suzhou has so far taken in terms of developing hotel staff, and the confirm of “training” was well expected. Like many other similar establishments which focus on the sustained development of the hotel, Crowne Plaza Suzhou has never hesitated to put in funds and energy to help staff grow, which is a crucial step in fostering staff loyalty.

“Training, training, continuous training,” stated Magandran Suppiah with emphasis. “Suzhou is at its best a second-tier city; but it is no inferior to the metropolitan Shanghai in the quality of people. Hotel executives, especially those expatriates, shall have the responsibility to help develop his/her employees, to show them the prospect of working here, and to give them room and opportunity to grow with the hotel. We are making progress.” 

Oftentimes the hotel recruits from outside Suzhou for capable employees if local supply cannot meet demand. Novices will receive training in the English language－intensive or on a daily basis－so as to diminish language barriers, an attempt to let international travelers who make up larger part of the guest population feel warm and right at home.

The Man on Top of the Ladder

“Hotel is my first wife.” Magandran Suppiah has no intention to conceal his passion and devotion. With more than two decades of experience in the hospitality industry, the Malaysia-born hotelier seldom can stay in his motherland due to frequent transfers. He has lived in more Chinese cities than Ms. Anna Stackler－General Manager of Crowne Plaza Pudong featured in the previous issue－did.  Since 1992, Mr. Suppiah has worked with InterContinental hotels in Dalian, Kunming, Hangzhou, Beijing and Suzhou. From Assistant F&B Manager to General Manager, he has climbed the career ladder step by step. Looking back, Suppiah feels more at ease with second-tier cities, which are “warmer and friendlier”.

Similar to his counterparts, Magandran Suppiah has practiced an open management style, walking about, checking out front and back, communicating with staff as well as guests for first-hand feedback. These are attempts to ensure information collected are comprehensive and from different angles.
 
Debuted with F&B department, Mr. Suppiah has developed a special attachment to cooking. He was quite frank with the job alternative. “If I were not a GM, I’d like to become a Chef,” because this profession promises big challenges, requiring constant change in cuisine, flavor, presentation and menu arrangement, etc., and forever looking for something new.

In actuality, repeat guests are also in pursuit of “something new” every time they stay in the hotel. As the man who helms Crowne Plaza Suzhou, Magandran Suppiah faces greater challenge than a Chef does, and the pressure is enormous. However, the General Manager plays the ace by leaving for a holiday every six months―spending time with family at home or traveling―so that he can change the mindset and study the problem from a different perspective, and returning with fresh ideas and sparkling inspirations. It never failed.

Traditional Chinese architecture meets modern lifestyle in Crowne Plaza Suzhou, and the breathtaking views of the city make a delightful complement. Welcome to Suzhou; welcome to Crowne Plaza Suzhou.