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“Hotel Business is Show Business !” 秀出酒店的精彩
(2007-06-27 16:30:04)| 分类： 酒店老总成功路 |
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“Hotel Business is Show
Business !”
Interview with Florian Heiner,
General Manager of Howard Johnson Hotel Zhangjiang
Shanghai
秀出酒店的精彩
——上海展讯豪生酒店总经理海福瑞
Story/文：水儿
Howard Jonson was founded in 1925 in Massachusetts,
USA. Howard Johnson International enjoys 82 years of illustrious
history and experience. By 1999, there have been more than 650
hotels established in 34 different countries throughout the world,
with 1998 boasting the record high of 75 new openings in a single
year. In September 1999, Howard Johnson International (China)
entered China by registering its head office in Pudong, Shanghai.
By 2010, there will be more than 54 Howard Johnson hotels all over
China.
Just recently the company has
embraced the newest member in Shanghai, the Howard Johnson Hotel
Zhangjiang Shanghai, and we had the luck to sit down together with
the hotel’s young commander, Mr. Florian Heiner, a charismatic
smart-looking gentleman who impressed us with his witty and
humorous remarks, and delved into his significant experience in the
hospitality industry.
The new GM with the age of 35
started to make his dreams come true in 1993. New York City was his
first step after successfully graduation from Hotel &
Restaurant Management College and apprenticeship awarded by Berlin
Chamber of Industry and Commerce. “I still remember that I have
arrived at John F. Kennedy Airport with two suitcases, one was the
translated Certificates and the Diploma from the Hotel school, in
the other was a decent quality suite, a couple of white shirts and
a tie,” Florian recalled: “This is all what I needed and I have
given myself two weeks to find a job with one of the finest hotels
in New York.. After several days later I finally got my first job
offer with one of the most prestigious Hotels on Park Avenue on
East 64th street. I have started as a receptionist and since then I
worked my way up and never stand still.”
The fashion, vitality and
innovation incarnate shares the following.
: Florian, Congratulation on
your new role! How do you feel about your new mission so
far?
Florian Heiner: Thank you for
that, I am feeling awesome and I am indeed very excited, because I
really enjoying the team that I have brought together, and with
their enthusiasm we are building consistently an encouraging work
environment.
My mission to my team is always
to energize, excite and inspire together.
: You have 14 years of
significant experience in the hotel industry starting from the age
of 21, how do you plan to contribute the wealth of knowledge and
experience to Howard Johnson Group China and Howard Johnson
Zhangjiang Hotel?
Florian Heiner: I would like to
break it down into A, B,C;
A.
European – German education and trainings. Followed by
B
B.
Positive influence during years of working experience in NYC and
the practice of proficient ways of US management methods. Followed
by C
C. Hierarchy
moves into senior management potions with the essential
integrations of diverse cultures in various top City centers in
Asia and now finally in China - Shanghai.
: You are the youngest
international hotel General Manager in town. What makes you so
fortunate?
Florian Heiner: First of all I
am very fortunate with the great support form Howard Johnson
International (China) but further more I believe strongly that
fortune never comes by itself ..you are creating it by your
own…..I have always been very enthusiastic and
dynamic.
I am very committed, a
"hands-on" team player and leader with a responsible "whatever it
takes" and “can do” approach to get the job done and trying
always more to exceed to the next higher level ...
: I am quite impressed about
the story how you applied your first job in NY, have you ever image
you will be a GM one day at that moment? What do you think is the
key to your success?
Florian Heiner: Of
course, that was my long term goal since hotel school and even
driven more since arrived aboard. I believe to be visible,
approachable for anybody and to build direct contacts with guests,
customer, management, owner, and with all levels of the
staff.
I also believe in removing
complexity from the workplace to making it easier for the staff to
achieve their daily tasks. Communicating more informally – more
direct helps simplifying. These are all my main keys of
success.
: You were with the hotel since
its pre-opening, how do you see the challenge and opportunities so
far?
Florian Heiner: We have
soft opened the hotel in a tremendous speed, thanks to our amazing
team spirits, our hard work and never-ending enthusiasm…There are
always also those challenges with my department heads to train
staff consistently and getting them up to speed it definitely will
be never easy to get qualified employees with the proactive can do
approach that you always expect immediately…..you must be able to
build them with care and patients.
I am renowned to be a very
detail- oriented General Manager but I do strongly believe in
getting the entire picture and not in isolated bits to be able to
make as many wise decisions as possible and developing strategies
to thrive or exceed our main objectives to build constantly new
customer and to keep them coming back... and they (the guest) will
guarantee to bring us plenty of new guests to our hotel…that’s
it.
: The hotel is located in the
high technology zone Zhangjiang and the customers must have a high
demand on the hi-tech facilities as they are the experts. How are
you going to satisfy those customers?
Florian Heiner: We
certainly provide daily free in room High Speed Internet access and
wireless service in our public areas that’s our minimum
offers.
All our rooms come with an
instant 24hrs one stop service centre button- this is essential
because our business guests looking for an immediate attentions for
personalized requests.
I would like to point out ..It
is not actually about that you have to have a super high tech
hotel.
Our real main tasks will remain
to offer an oasis for the busy high tech professionals and all
other business travelers, that they can find balance after a
work-rich business day away from bright offices and grey airport
environments.
Again our goal is to make it so
comfortable like its their own home with the warm-care and
attention to detail by our gracious staff so that they are able to
succeed even much more easier by feeling
completely comfortable and taken care off during their business
visits short or long term.
: What is the best image of the
Howard Johnson Zhangjiang you would like to build up in these 2
years? Any exciting plans you would like to share with our readers
– the hotel customers?
Florian Heiner: Our Business
travelers have high demands on recreations and relaxations. A Spa,
pool fitness with yoga and outdoor recreations like basketball, an
own soccer field, and tennis courts will be offered.
We plan in the next phase a
conference center in addition to our hotel building, that will
guarantee plenty of meeting space with a capacity of 1500 sqm to
fit up to 1000 people.
: A step away from the New
Shanghai International Expo Centre, will your hotel become one of
the official hotels for Shanghai Expo 2010?
Florian Heiner:
Absolutely….
The expo is all about
Economics, Scientifics and Technology serving as an important
platform of exchanging cultural and innovative ideas.
That’s a fabulous business
opportunities for us as we are position ourselves as the
international branded deluxe business Hotel. Again , Ideal for
short and long terms visitors with our 275 rooms and suites. We are
in fact idyllic located in the southeast part of the modern fast
growing Zhangjiang Hi-Tech Park area in Pudong - Surrounded by
multi international enterprises and just a step away from the New
Shanghai International Expo and German Centre and only 20 minutes
from Pudong International Airport and will make all type of
domestic, international business and also leisure visitors more
then just gratifying.
Even with a metro station right
across our hotel will be completed by November 2008.
: The complimentary daily
refreshed mini bar concept is a very smart idea. Any other nice
surprises you will give to the customers?
Florian Heiner: As we expect
additional requests for Long term stays we are well appointed with
latest kitchenette facilities.
A shopping arcade with
convenient stores and ATM machines will come soon…to make our
guest to feel like at home. We offer elegantly designed guestrooms
and suites with spacious open plan marble bathrooms with a walk-in
rain shower and the tub viewing into the living / bedrooms so that
our guests can enjoy watching a wide LCD flat screen TV while
soaking in the bathtub.
Florian’s words brought us to
the realization that “hotel” is not just a synonym of opulence
and luxury, but a warm and sweet “home” people cherish, and from
which travelers, particularly business travelers, seek an oasis and
with all the comfort.
The interview was an inspiring
and exciting experience. When we met Florian again in the
photography studio, we were by no mean prepared to see him posing
so naturally and expressively before the camera for cover shooting.
Both experiences revealed a young General Manager who has a good
command of things, attentive, meticulous and does believe following
the inner passion and always to have a vision.
We anticipate his success, and
will always remember his words: “At the end of the day, Hotel
Business is part of Show Business …and the Show must go
on!”
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