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自信成就风格——专访上海虹桥美爵酒店总经理王尧虎先生 Confidence Has A St
(2007-10-08 17:47:55)| 分类： 酒店老总成功路 |
Accor,
European leader in hotels and tourism and global leader in
corporate services, has Accor, European leader in
hotels and tourism and global leader in corporate
services, been actively involved in the related
trades over the past forty years. It owns and operates several
lodging brands globally. Grand Mercure, one of the upscale brands
under Accor, has been expanding at a rapid pace in Asia-Pacific.
From countryside to major cities, each Grand Mercure property is a
seamless integration of brand heritage and local
features.
Strategically located in Shanghai’s Hongqiao area, Grand
Mercure Hongqiao Shanghai offers easy access to Hongqiao Airport
and major exhibition & convention centers, as well as to
downtown Shanghai. Each Grand Mercure establishment has a strong
personality, and Grand Mercure Hongqiao is no exception. It has
developed a unique style by introducing Shanghai elements into its
architectural design, decoration, dining and service.
For
both business and leisure travel, the Grand Mercure network can
meet every expectation with prime locations in city centers, at the
seaside or in the mountains, close to an airport... Comfort,
service quality and hospitality are the foundations of the
reputation of all Grand Mercure hotels and hoteliers. The core
value lays in the personality of each Grand Mercure property and
the quality of the attention given to each client.
Grand
Mercure Hongqiao offers 496 tastefully appointed guest rooms and
suites, each fitted with an individual balcony, mini kitchen,
washing machine and other convenient facilities, just like your own
home. It is for this home-like atmosphere that guests return again
and again.
The
hotel treats every guest as a VIP. After checking in, you would be
ushered into your room by a hospitable bellboy who would show you
around, telling you how to use which, and preparing to replace the
room for you at the first instant in case you’re not satisfied. As
to the serving staff, they may lack experience, but never hesitate
to give you a broad smile.
I was
rather impressed by the beautifully printed set menus, which says a
half bottle wine is offered per order. Actually I have never
noticed the same in other hotels, and Francis Wang, the General
Manager, furnished an explanation with a smile, “We hope that our
attentive service can make the guests feel right at
home.”
Just at
this moment, our tea was served, and the delicate ceramics
instantly arrested my attention. Both the teapot and cups are in
the shape and color of a green bamboo, lending an artistic touch to
the tea tasting, and the Japanese tea has a lingering
aroma.
With
several restaurants and meeting rooms in different sizes, the hotel
is able to meet the demand for all sorts of dinners and events. It
offers a diverse range of amenities, including a fitness center and
message rooms, to ensure a satisfying hotel stay. Room service is
available around the clock. Can’t bear to be parted from your car?
Well, just pull it into the hotel’s indoor
parking area.
Most of
the international chain hotels in Shanghai are under the wings of a
foreign commander; Accor made an unusual choice by appointing a
Chinese general manager for Grand Mercure Hongqiao. Born in
Shanghai, Francis Wang is the first Chinese in the Accor Group
promoted to the highest position in an Accor property in China. We
find in him the carefulness and practicality characteristic of a
Shanghai man, as well as a “home complex”, that is, his
attachment not only for his own family, but also for his hometown,
Shanghai.
According to Francis Wang, Shanghai is in his soul. Over the
past years, work has brought him to the “Big Apple” that is New
York City, to Paris where he had a taste of the romantic French
capital, strolling along Avenue des
Champs-Élysées and sipping coffee by the
road, and to many other foreign cities, but none of them can
replace Shanghai. It is in a familiar city that one feels most at
ease, just like fish in the water, and tends to expose his true
self.
Francis
prefers quietness to noises. In his leisure time, he would throw
himself in the embrace of the nature, usually by a lake and with a
couple of close friends, playing chess, enjoying tea, chatting and
appreciating the natural scenery.
Shanghai has offered Francis so many happy memories that he
mentioned more than once during the interview that he’d stay here
forever, stay in the city that is the outset of his successful
career. It gave us the feeling that Shanghai is not only his home,
but also a place to which his soul clings.
As
Accor’s first local general manager in China, Francis Wang is
familiar with Shanghai’s culture and customs in relation to
consumption, which enables him to closely observe and better
understand the local market, and to come up in time with
appropriate policies that can cope with the market conditions. His
familiarity with the city where he was born and brought up helps to
diminish the contradictions and low efficiency in hotel operation
caused by cultural differences. Since there is neither language
barrier nor misunderstanding in customs and culture, the hotel’s
internal communication and its ability in handling public relations
is improved, and a sound environment is built up for smooth
operation. Compared with those non-Chinese hotel commanders,
Francis has a language advantage enabling him to communicate easily
and directly with the owner, and to have his ideas actualized and
plans implemented very quickly. For a similar reason, staff feels
more at ease with him, who would consider their needs by putting
himself in their shoes, encourage them to make progress, and play a
model role for them.
In
reviewing his past, we don’t have to dig deeper for an extensive
managerial experience. In 1999, Francis Wang was appointed
Assistant Executive Manager of Sofitel Hyland Shanghai; he was
transferred to Sofitel Boao (Hainan) in 2003 to serve as Resident
Manager, and assisted in arranging successful accommodations when
the hotel played host to the Boao Forum for the Asia Annual
Conference in 2003 and 2004. He was the recipient of the “Best
Manager of the Year” award. Under his leadership, Panorama
Shanghai ceased losing money and started to make
profits.
These
valuable experiences have benefited him immensely, laying basis for
the later role of the general manager of Grand Mercure Hongqiao,
enabling him to step back a little and take an all-round view of
the situation before coming up with an appropriate decision, and
helping him to keep good communication with the owner. These
combine to ensure a smooth and sound operation. It was the
experience gained during the opening of Sofitel Boao that
facilitated the smooth preparation and opening of Grand Mercure
Hongqiao in four months’ time.
“The
agreement was signed in February, and by March 5, all department
heads, administrative, sales and marketing, F&B, to name a few,
had assumed office. They assisted in all kinds of preparations,
doing preliminary work for the necessary promotion and marketing
campaigns to be started right after the opening. In the following
four months, we had managed to complete the recruitment and
training, which entailed a lot of work, to arrange the decoration
of the lobby, bar and pub, restaurant, guest room and other parts
of the hotel, and to secure design drawings and sourcing. We did
what we could so that the hotel was able to open its doors in July
for the first batch of guests. Thanks to the precious experience
gained in Boao, I can handle all sorts of events and activities
with ease,” said the general manager, not without
pride.
They
say, behind a successful person there always stands a devoting
husband or wife. We say, there also stands a cooperative team who
revolves around their leader, putting his/her plans and ideas into
practice. Francis Wang mentioned in particular his team, “Everyone
works hard. Our sales team travels extensively in an effort to
boost sales, not by forcing our clients, but through keeping a
long-term relationship with them, inviting them a little now and
then to come over for a casual visit, just like a friend would
do.
“In
many cases, I would give the initiative to the associates who have
advantage in certain areas and let them handle the situation or
solve the problem, while I would only tell them beforehand what
kind of a result I want.
“We
offer every new recruit a comprehensive training, and they have the
responsibility to pass the tests and examinations. This is a basic
rule and requirement. Only in this way can they fully understand
the spirit to serve and our management philosophy, and accordingly
better service our guests. As far as we are concerned, teamwork
spirit is the biggest treasure.”
The
conversation revealed an enterprising Francis Wang who always aims
for the best, in study as well as in work. He was a diligent
student when studying abroad for advanced knowledge in hotel
management and administration. In Sanya, he adopted the
do-it-yourself approach and seldom stopped for a rest. Valuable
past experience and his outstanding qualities lend him confidence
in doing all kinds of work and tackling all sorts of
difficulties.
The
approaching World Expo in 2010 has attracted a growing number of
new hotels, who will naturally compete with Grand Mercure Hongqiao
for market shares. Francis showed us his confidence, saying, there
is never a market without competitions, and the key for our success
is our brand, facilities, service and location.
Grand
Mercure Hongqiao is very young, being opened earlier this year. The
relative newcomer has clear plans and targets for the two years to
come, according to the general manager. “We are a business hotel.
Our premium location－centrally located in Hongqiao area and next
to a string of major exhibition centers and consulates－promises
business opportunities. Hongqiao Airport is easily accessible. Our
Phase II construction is in progress; upon completion, it will add
large ballrooms and other F&B facilities to the existing
amenities, giving us more opportunity to explore the M. I. C. E.
(Meeting, Incentive, Congress and Events) market.”
His face was glowing with
confidence.
To end
the interview, Francis described in detail his two dreams. One is
to open his own hotel in Shanghai, and decorate it in a way which
can best reflect the city’s vibrancy. Guests will be received by
Shanghai dialect-speaking staff. With this hotel he can finally
settle down in the city he loves. The other is to tour around
China, drinking in the stunning scenery in every part of the
country.
His
love of Shanghai is genuine and touching, his tone full of
confidence. Impressed by his dreams, we believe his perseverance
would help to bring them into reality. The future for Grand Mercure
Hongqiao is as promising as the vibrant city that is
Shanghai.
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