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商道即人道 The Way of Doing Business Reflects One’s Moral Standards
(2007-03-16 15:31:53)| 分类： 酒店老总成功路 |
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独家专访北京凯莱大酒店总经理朱家辉先生
---Exclusive Interview to Mr. Duncan Chu,
General Manager of Gloria Plaza Hotel, Beijing
Interview/Story：士林
Edit: Kong
Yan
Photo：吴海华
朱家辉：我享受在这里的每一天。我很幸运地能够和一支高凝聚力的团队一起为酒店及集团工作。我们已经制定了积极的发展计划来保持在北京酒店业的蓬勃发展。
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配合凯莱酒店集团加速国际化进程;
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随着2008北京奥运会的临近，我们将为之做好准备;
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提升北京凯莱的行业地位;
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不断提高员工的服务水准和服务意识。
A low-profile management does
not accept a media interview too readily. Once the arrangement is
made, a down-to-earth General Manager who would let performance
speak for himself would take each question in the list seriously,
and make a thorough preparation in advance. Yes, we’re talking
about the General Manager of Gloria Plaza Hotel Beijing, Duncan
Chu, a careful hotelier who works with the greatest care and always
seeks perfection.
It was a clear winter
afternoon. Looking down from the Executive Lounge on the 16th floor
of the hotel, the overcrowded streets in downtown Beijing can be
seen without obstruction. But the annoying boisterousness didn’t
affect Duncan Chu, who was apparently at ease before us. The
General Manager is a doer and seldom accepted interviews, believing
that action and revenues are more important than empty talks. The
reason why he made an exception to accept our interview is only
because readers of the “Grand Hotels” magazine are exactly
potential clients for Gloria Plaza Hotel Beijing.
: Mr. Chu, you have such a rich
experience in managing luxury hotels around the world, how do you
like the job in Gloria Plaza Hotel, Beijing?
Duncan Chu: I am enjoying every
single moment of it so far. Since my arrival, I have been fortunate
enough to work with a cohesive team of professionals at the hotel
and Corporate Office. We have made several very positive inroads so
far as we continue to keep abreast with the effervescent hotel
business environment in Beijing. There is never a lull moment here
in Beijing concurrent with the vibrant business climate in the
city. It doesn’t matter which category of hotels you may be
working in as there is just so much to do. Yes, in short, I enjoy
and delight to be at the Gloria Plaza Beijing.
: Could you introduce to us
what is the Culture of Gloria Hotels Group?
Duncan: At the Gloria
International Hotels, we have an existing “niche” appealing to
our customers. We distinguish ourselves distinctively by bringing
out the “Orientalism” in our STAFF(colleague) and services to
impress on our guests at every customer contact point. We do not
indulge ourselves spending too much fuss in the “western
revelation of hospitality ethnics” but rather, impress on our pure
existence in China and to portray the utmost, Chinese Hospitality
in the goods old traditional fashion way. Our STAFF(Colleagues),
are our people, and our people will be the prized indulgence in all
of our focus, time, development and investment. We have a unique
code of service conduct herein and this is done simply, the Gloria
Way:
In all of our hotels, we do not
indulge in fancy decorum or expensive artifacts. Simply, it is an
enterprise that provides good accommodation and we merely enforce
on this with several notable distinct differences that is uniquely,
Gloria.
Whilst the hotel’s facilities
form a basic attribute of a good hotel, it will be the staff that
brings out the essence of it. Here, we invest heavily in training
and developing good staff focused in customer service
finesse.
The hotel group has its unique
program aimed at providing consistently in all of our hotels, the
best of Chinese Hospitality to all of our customers. It’s called
the Gloria Touch. (T—Thoughtfulness, O—Oriental Service, U—You
are special, C—Care, and H—Heart)
: How do you see Gloria Plaza,
what is the uniqueness of this hotel compared with other luxury
hotels in Beijing?
Duncan: There is a distinct
uniqueness throughout the various spectrums of hotels here in
Beijing. Each one has its ideal to its existing customers or target
customer base. We endeavor to be just the best in what we do at
each of our customer contact points and meet with their perceived
value that they expect here at the Gloria Plaza.
: Who are your target clients
for Gloria Plaza?
Duncan: Guests looking for
suitable and comfortable accommodation without being overbearing in
our outlook. In simplicity, we are just a good hotel that provides
a safe haven to both the business and leisure
travelers.
: With two decades of
significant experience in the hotel industry, what is your plan to
lift up Gloria Plaza to a new level?
Duncan: Constantly updating our
hardware (product) and our software (staff) to keep abreast with
the ever-changing customer demands and expectations. Most guests
are well traveled and have an enormous choice of service providers
to choose from. Gloria Plaza is already at an acceptable level in
Beijing and my team and I will work towards maintaining that
stature.
: You have worked in HK,
Beihai, Shenzhen, Guangzhou, and Vancouver before you joined Gloria
Hotel group. Where do you enjoy most and why?
Duncan: At the various
destinations, they have their own challenges and goals. But I guess
as a whole, I enjoy China most. Watching where this country has
come from to what it has developed to today. Best of all, it is
still developing and there’s much work to be done in the
hospitality sector.
: How do you like Beijing, with
3 years staying in this city so far?
Duncan: Beijing is the capital
city of China so, in a way, it is the “nerve centre” of all
political and economic activities. I enjoy being in the thick of
things and amongst all of the cities in China I guess, this would
be, the “IN PLACE” to be in at the moment. In short, I enjoy
being in this environment where the business environment in hotel
context is vibrant, efficient and most rewarding.
: We know that you will have
very high occupancy rate around Beijing Olympics 2008, how about
before or after this event?
Duncan: Unlike what most people
who have the notion that it may well be the bursting of an
“economic bubble” I think otherwise. I believe that China and
certainly Beijing, the centre of all activities, has the
sustainability to parry on in its own development.
High occupancy rates are
eminent whenever you have an event in the magnitude of an Olympics
but this will raise the city of Beijing onto a higher platform
where the international arena is concerned.
: What are the biggest
achievement and challenge for you during these 3 years as the GM of
Gloria Plaza?
Duncan: For the hotel,
sustainable growth of our people.
For the owners, profitable
growth.
For me personally, facing the
numerous challenges to bring it to what it has become today – a
significant business unit.
: Can you share with us your
management style?
Duncan: Like what I have
mentioned, it varies from property to property. At all of my
hotels, I will need to identify its unique “needs”, map out what
is required to be done and focus on achieving the required goals. I
naturally will not be able to achieve these on my own, so, I will
need to have my people to move forward with me in realizing Corp
& Hotel goals. I believe in team effort because no man is an
island entire of himself.
: Any plans for the hotel in
year 2007 that you would like to share with us?
Duncan: In essence, my personal
goals would be in line with what I have planned for the hotel’s
work plan for 2007 encompassing the essential
following:
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Together with the corporate office at the Gloria International
Hotels to streamline and identified our internal processes that are
non-customer friendly. Our aim would be make our processes customer
and staff friendly and yet striking a balance with
efficiency.
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With all the hype on the Olympics in 2008, there is much to be
done. We will gear ourselves towards that so as to receive well the
diversified magnitude of guests so as to meet well with their
expectations.
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Launching Gloria Plaza Beijing in the international arena. As we
welcome more international travelers at the hotel and this is shown
in the change of our guest mix, we are constantly enhancing our
facilities and services so as to exceed to our guests
expectations.
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For our staff, we will invest on service and skills
enhancement.
To end the interview, Duncan
would like to extend his sincerest wishes to readers and guests,
wishing everyone a happy Lantern Festival and a prosperous Chinese
New Year. We strongly believe that under the leadership of a
practical doer as Duncan Chu, Gloria Plaza Hotel Beijing will
surely attain to a higher level of success. Gloria Plaza Hotel,
Beijing is worth a try.
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