对话悦榕秘境董事经理Marina Kleiman小姐

<Grand Hotels>: A Dialogue with Ms. Marina Kleiman, Managing Director of

Banyan Tree Private Collection

自1994年面世以来，悦榕集团已经成为亚太地区首屈一指的度假村经营方。该集团旗下的“悦榕秘境”为会员提供在世界一流度假村中的豪华双房式泳池别墅每年免费入住7晚的待遇。悦榕秘境是第一个在亚洲发起有价值保障的旅游目的地俱乐部，提供永久且可转让的会员资格。由悦榕酒店管理集团来管理的悦榕秘境将在超过20个旅游目的地置有度假产业，其中多个旅游地项目正在发展中。它是一种开拓度假地、推广高端旅游的新方式。此次，《大酒店》有幸采访到悦榕秘境董事经理Marina Kleiman小姐。

《大酒店》：从一位芭蕾舞蹈家到悦榕秘境董事经理，您在两个完全不同的领域里游刃有余，多彩的职业经历，丰富的人生体验以及与悦榕相伴相随的10多年，都给了您怎样的感悟？

Marina Kleiman：我很惊讶您是如何知道我曾经学习过芭蕾的。那是很久以前的事了。其实不仅芭蕾，我热爱几乎所有的艺术。舞蹈、绘画都是我的爱好。虽然表面上看，我现在所从事的职业和芭蕾大相径庭，但是我的体会是它们有一点是共同的，就是给别人带去愉悦的体验。芭蕾需要一个舞台，我所面对的是欣赏和热爱它的观众，我用我的肢体语言去诠释芭蕾的真谛，给观众带去美的享受，博得他们的掌声和献花；酒店也是一个无形的舞台，我努力的工作着，用我的头脑和才能精心打造着经营着这些别墅，给客人们带去舒适、温馨和愉悦，他们的忠诚和满意就是对我“表演”的最好褒奖。我之所以能和悦榕一起风雨同舟15载，我觉得和悦榕融洽温馨的工作氛围分不开。

记得94年我刚刚加入的时候，第一次接洽悦榕庄董事主席。他竟然愿意和我这样一位普通员工分享一杯酒只因我多倒了一点，这种和蔼可亲的亲民作风深深打动了我，从此，让我这个大家庭里迅速的成长起来。悦榕能在如此竞争激烈的市场竞争里脱颖而出，独树一帜的经营模式固然值得称道，但是它的“以人为本”更是一种根深蒂固的价值观。人人都说要以人为本，这不光是针对顾客更是针对我们的员工，我们珍惜每一位为我们酒店效力的雇员，为他们创造好的工作环境和职业发展规划，他们的满意才能换来顾客的愉悦感受。而对于我自己，我最深的体会就是坚持不懈，我能有现在的成就和职位，和我自己当初决定矢志不渝的在悦榕长期奋斗是分不开的。这也是我想告诉现在的年轻人的，持续的、坚韧的朝着公司设定的目标努力才能让你获得成就。在悦榕的15年，我对“奢华”有了更深切的认识。奢华并不是装修有多么的豪华，设施有多么的名贵，悦榕的奢华体现在对客人的专属服务上，给客人营造一种氛围，让他们在与爱人沐浴
爱河的时候，在与家人分享亲情的时候，在与朋友共叙友情的时候更加投入，而我们正是这个平台的创造者。爱情、亲情、友情是永恒的，任何金融危机都摧毁不了。我们不是在销售奢华，我们在传播那些人类永恒的必需品，对情感的渴求。

《大酒店》：“collection”彰显尊贵和专属，“悦榕秘境”则充满神秘感；仅仅名字就让人好奇它究竟是个什么样的酒店？它与悦榕庄又有着怎样的关系？

Marina Kleiman：“collection”是一种生活方式，代表着成员制和唯一性。自1994年面世以来，悦榕集团已经成为亚太地区首屈一指的度假村经营管理方。而“悦榕秘境”正是该集团旗下品牌，它是第一个在亚洲发起的有价值保障的旅游胜地俱乐部，提供永久且可转让的会员资格，它为会员提供在世界一流度假胜地的豪华别墅。悦榕秘境将在超过20个旅游目的地置有度假产业，现在旗下豪华双房式别墅分布于泰国普吉岛、塞舌尔、印度尼西亚的民丹岛、中国香格里拉仁安；私人别墅与公寓位于意大利托斯卡纳、法国格拉斯、英国伦敦、日本京都。在接下来的数年里，悦榕将继续扩展版图至马尔代夫、墨西哥的阿卡波克、印度的克拉拉和希腊的皮罗斯。

在2006年底，我们正式启动了中国的悦榕秘境会员计划，一旦成为会员，不仅自己享有终身会员服务而且自己的子女亦可继承，类似于一种家族资产。这是悦榕秘境的一种独一无二的价值保障。从在香港开设办事处时候的3家酒店，到如今遍布各大旅游名胜的别墅群，从最初被误以为是一家家具店，到如今在高端人士间口口相传的别具匠心的休闲度假方式，实事证明越来越多的新贵们发现了它的价值所在，争相成为其中一员。我们的会员知道加入悦榕，他们将享受到的不是酒店那千篇一律的套房，而是独一无二的双房式别墅度假居住体验，厨房、起居室、卧室，即使身在异地，一切仍
然都是家一样的感受。永不过期而且有继承性，悦榕秘境对于客人的习惯喜好了如指掌，一切恰到好处的服务让客人倍感温馨。很多客人一旦知道并体验了悦榕秘境后就不想再改变。有人选择在悦榕结婚，有人选择订婚，更有人在悦榕有了自己的宝宝，这对于我们来说真是莫大的荣幸，这样的信赖让我们受宠若惊。许多客人拿着他们的宝宝的照片给我们看，这是多么美好的一刻。那些宝宝们让我感觉就像我的孩子一样，温馨和甜蜜溢于言表。这就是我们的悦榕秘境，独一无二的度假别墅。

Banyan Tree Private Collection (BTPC) is managed by the Banyan Tree group, a leading niche resort operator in the Asia-Pacific since it was founded in 1994. It is the first assetbacked destination club in Asia offering perpetual and transferrable membership. BTPC offers members a week’s access to plush signature 2-Bedroom Pool Villa at choice locations worldwide. Banyan Tree Private Collection will have a portfolio of over 20 destinations including properties in new destinations currently under development. Grand Hotels magazine talked with Ms. Marina Kleiman, BTPC’s Managing Director to learn about the new trend in the development and promotion of destinations and high-end tourism.

Grand Hotels: You had been a ballet dancer before joining Banyan Tree 15 years ago. How has ballet affected your life and career? What have you gained from the years with Banyan Tree?

Marina Kleiman: Where did you get the information that I’ d learned ballet? What a surprise! I learned how to dance ballet many years ago. In fact, I love almost every art, not only ballet, but also dancing and painting. Apparently, ballet has nothing to do with what I am doing now, but they share something in common, which is to create a delightful experience. As a ballet dancer, I use the body language to interpret the aesthetics of ballet on a stage and before an enthusiastic audience, who would applaud and present bouquets to show their gratitude. Banyan Tree offers an invisible stage on which I use my head and ability to manage the villas, working hard to make our guests feel comfortable, relaxed and delighted. Guest satisfaction and loyalty are the best reward for my “performance”. I think it is Banyan Tree’s sweet and intimate atmosphere that has kept me here for 15 years.

I can still remember when I joined Banyan Tree and met our Chairman for the first time in 1994. I was so touched because the Chairman was very approachable and willing to share his glass of wine with me, an average staff. Since then, I have grown rapidly in the Banyan Tree family. Why is Banyan Tree so successful despite the fierce marketcompetitions? It is not only because of the unique way the company is operated, but also attributed to the peopleoriented approach it follows. This “people” refers to both guests and staff. We cherish and take care of every staff, offering them a good work environment and career development opportunities, so that they can take care of the guests. As to my personal growth, I couldn’t have been what I am today if I gave it up. My suggestion to today’s young friends is that adhere to the goals set by the company and work very hard, if you want to be successful. Banyan Tree has taught me the meaning of “luxury”, which is more than decoration and facilities. Banyan Tree’s luxury lies in our personalized service. We have created a platform for our loyal customers to share their memorable travel experiences with their loved ones, their families and friends. Love and friendship are eternal and can survive an economic crisis. We are not trying to sell luxury. What we offer is ultimate vacation experiences that can satisfy your demand for all-time necessities, emotion.

Grand Hotels: What is “Banyan Tree Private Collection”? The name sounds exclusive and mysterious. Is it connected to Banyan Tree Hotels and Resorts?

Marina Kleiman: Banyan Tree Private Collection is a lifestyle shared exclusively by members. Managed by the Banyan Tree group, a leading niche resort operator in the Asia- Pacific since its founding in 1994, it is the first asset-backed destination club in Asia offering perpetual and transferrable membership. Members are privy to yearly escapades in the most desirable destinations worldwide. Currently, BTPC owns the top category two-bedroom villas within Banyan Tree resorts located in Phuket, Thailand; Seychelles; Bintan, Indonesia; and Ringha, as well as stand-alone private villas and luxury apartments in Tuscany, Italy; Grasse, France; London, UK; Kyoto, Japan. In the years to come, BTPC is expected to add villas in Maldives; Acapulo, Mexico; Kerala, India and Pylos, Greece. The club’s portfolio will continue to expand to over 20 destinations to offer members a wide variety of choices.

Banyan Tree Private Collection was launched in China at the end of 2006. Members enjoy asset-protection as the club’s properties around the globe are safeguarded by a Trust with independient Trustees and Directors from the Banyan Tree Group. Furthermore, since membership is perpetual, members not only enjoy a lifetime of travel, but can also transfer the membership to their children. From the three properties when Hong Kong office was opened to a portfolio of premium villas in destinations worldwide, from being mistaken as a furniture shop at the beginning to the symbol of tailor-made travel experience passing from mouth to mouth among upscale holidaymakers, Banyan Tree Private Collection has been “discovered” by a growing number of affluent customers who can’t waitto become a member. Our members know they’re going to enjoy a unique villa experience instead of staying at suites decorated in the same pattern. With kitchen, living room and bedroom, our villas create a home-awayfrom-home atmosphere. The membership is perpetual and transferrable. We provide service based on guest’s preferences, and many of them become loyal customers after staying with us once. We feel honored since not only did marriage and engagement ceremonies are held in BTPC, but that some guests even came here to await the arrival of their new babies. It was a sweet moment when they showed us the newborn’s picture. I feel they’re just like my own kids. Banyan Tree Private Collection offers you sweet and memorable bespoke travel experiences.