相信关注我们《大酒店》杂志的朋友对这次的主角马立祺绝对不会陌生。这位从业30年的专业酒店高管，马立祺曾经三次通过我们的杂志和广大的读者见面。但是这一次，他绝对会给我们带来全新的感觉！因为今天马立祺接受采访的身份是一家崭新的酒店——上海新发展亚太万豪酒店的总经理。那么，就让我们开始与他的对话，看看这一次，这位成名已久的“江湖宿耄“和他的新团队会有怎样的惊喜带给我们吧！

 

首先让我们看一下这家由马立祺担任首任“掌门人”的酒店——上海新发展亚太万豪酒店。上海新发展亚太万豪酒店，一个32层高的标志性建筑，面向长风公园，可俯瞰苏州河。酒店拥有501间装饰典雅的客房以及世界级第一流的餐厅，酒吧和一个包括770平方米无柱型宴会厅的1500平方米的会议空间。此外，酒店完备的设施和服务还包括“泉”水疗中心，健身中心，25米长的室内游泳池，24小时客房服务，洗衣服务和金钥匙服务。并且酒店位于长风生态商业园区，毗邻虹桥中心商务区，10分钟到虹桥机场。酒店的所在对于即将到来的2010年上海世博会来说，是个绝佳的地理位置。

 

然后还是要向不熟悉马先生的读者做个简单的介绍，马立祺先生从事酒店行业30年、万豪旗下任职19年，拥有担任多家万豪国际酒店管理集团旗下酒店总经理的丰富经历，足迹遍布世界各地——亚洲、欧洲、中东及美国。仅在亚洲，他先后执掌香港万丽酒店、广州中国大酒店，上海扬子江万丽大酒店和北京万豪酒店。他曾获得“影响中国酒店100人”之一的殊荣及“中国酒店最佳总经理”荣誉称号。中国酒店星光奖颁奖典礼上，马立祺先生也因其出色的业绩获得“中国酒店业最佳总经理”荣誉称号。

 

 

谈到这次从北京万豪回到上海担任新发展亚太万豪酒店的总经理，马先生的表情分明就是一个游子回到阔别已久的故乡的样子，用马先生自己的话说，“完完全全就像回到自己家一样的感觉！”

 

马立祺不仅在中国多座城市工作过，他本人也对中国的传统文化尤其是中国传统服饰很感兴趣。在这样一个中国通眼里，现在的中国和他所熟悉的那些城市是什么样的？“我喜欢中国，不仅仅是因为这块土地所具有的迷人魅力，更多的因素是因为这是一个不断改变不断进步的地方，这里的人民越来越国际化，政府的工作方式也逐渐可以与美国、欧洲等发达国家相媲美。”马立祺先生如此描述他所喜欢的中国。

 

说起不同的城市，马立祺也有他自己独特的视角：“香港就像是中国的瑞士，这个城市如此的令人着迷；广州就是中国的制造中心，这里的生产水平令人瞠目；而北京，我喜欢这个城市不仅仅因为那里是中国的首都，不仅仅是因为那里每一块砖每一堵墙都有着令人着迷的故事，我印象最深刻的是我在那里的工作伙们，他们是如此的优秀，我的司机，我的秘书……他们给了我很深刻很棒的印象！”

 

说到上海的时候，马立祺明显的兴奋了起来。“上海简直就像我家一样，我热爱上海的一切，我喜欢这里日新月异的建筑，我喜欢看这城市里追赶时尚的的少男少女们，他们身上的朝气让我觉得上海已经完美的转变成一个时髦又独特的城市。回到这里来我非常兴奋，我的家人也都非常喜欢这里，上海就等于我在中国的家！”

 

说起上海，就不得不说起即将开幕的2010年上海世博会。这次全球盛会不仅仅是中国和上海的荣耀，更是新发展亚太万豪酒店千载难逢的机会。其实这次马立祺先生掌管的新发展亚太万豪酒店，更是占尽天时地利人和之势。

 

天时：如上所述，2010年上海世博会的召开必然会给酒店业带来难以估计的商机，同时也会是一个严峻的考验，尤其是对于新开张的酒店来说。抢在2010年开年之际开业的新发展亚太万豪酒店，想来也必然是看准了这一商机的。那么面对这样巨大的商机和挑战，马立祺先生和他的团队会怎样接招呢？

 

“世博会是我们现阶段的工作重点，为了迎接这样一个全球盛会，我们对酒店自身的各种规章制度、软硬条件都进行了针对性的规划和调整。比如说针对不同地域客人的专门料理，现在已经有日本料理、印度料理等极具特色的料理餐厅，我们力保住在我们酒店的客户在能吃到家乡风味的前提下，还能不出酒店即可品尝到其他国家的地道料理。”我们会在接下来的时间里为顾客提供更完善的软硬件服务。

 

地利：新发展亚太万豪酒店楼下就是上海人气很旺的长风公园。紧邻这样一个超大型的“花园”和“氧吧”，这样的“硬件配置”在上海不敢说独一无二，那也是顶级奢侈的事情了。“有这样一个“邻居”对我们来说是非常棒的事情！拿酒店自身来说，我们特地做了针对性的客房规划，使我们的客人在酒店里就能享受到这一大片绿地带来的自然气息。长风公园美丽的草地和面积较大的湖泊绝对会让客户感觉不到城市的喧嚣和浮躁，希望亲近自然的顾客会非常满意客房的窗外景色的。希望这个天然的花园和氧吧能给客人带来舒适的入住体验！另外一个方面，我们也在积极的和长风公园联系，希望能结合酒店和公园的长处开发出些新的服务项目，比如我们的客人可以在长风公园的绿地上举办浪漫的户外婚礼。我相信这样的服务对于顾客、公园和我们酒店是一种共赢的！”

 

再回到世博会这个契机来说，新发展亚太万豪酒店所在的地理位置到上海市区各个地方都非常便利，可以非常方便快捷的在机场、浦东以及世博园区之间来回往来，相信这也是新发展亚太万豪酒店在地理上最大的优势了！

 

人和：不论何马立祺先生聊生活还是工作，北京还是上海，他最常说的就是“lovely people”，可见“人和”这个因素对于马先生是极其重要的。这里的人和可以做两方面来讲，一是对酒店自身工作人员要求严格，保证过硬的服务质量。二是从客户的角度出发，尽量让每一位入住酒店的客人都感受到来自酒店方方面面的人性化关怀。

 

马立祺首先对新员工进行了整体的培训，按照专业的角度严格要求每一个新发展亚太万豪酒店的员工，力争在世博会期间的竞争中，用“人本位”的服务理念取得整个市场的胜利。他强调了一个观念，“要让客人把我们酒店的员工都当做家人！”

 

如何做到对客人的知心关怀，从前文就能看出来新发展亚太万豪酒店其实一直都在做这些工作：引进各种料理，为顾客提供舒适的入住环境吗，打造独特的入住体验等等之外更是和长风公园一起开发了露天婚礼等户外服务项目，酒店更会陆续推出在自然环境中的瑜伽、健身等活动。在上海这个寸土似金的地方，这样的享受真是独此一份了。

 

当被问及对这个新酒店有什么期望的时候，马立祺这位入行30年的酒店总经理流露出了一种自豪和期冀的神色，“我希望在不长的时间之后，当人们入住我们新发展亚太万豪酒店的时候，不是因为我们的地理位置有多优越，也不是因为我们提供的这些贴心的服务，更不是冲着我们万豪的名气，我希望当客人选择我们酒店的时候，是完全因为人！因为在我们这里客人能够体会到家的感觉，每一个人就像家庭成员那些和谐的存在着，关心着！我有信心也有能力带领我们酒店的全体员工成为每一位客人在上海在中国的亲人！”

 

采访很快结束了，与马立祺先生的谈话让我们体会到了他的幽默、睿智和对于酒店未来的自信，就让我们期待着，在不远的将来，马立祺先生带领着新发展亚太万豪酒店的员工，为来自五湖四海的朋友，献上一份真诚的、来自亲人的问候和关怀！

 

 

<Grand Hotels> readers must be quite familiar with Rauf Malik, who has been featured in Cover Story three times. This time Mr. Malik, who boasts 30-year experience in the hotel trade, will disclose something fresh and new since he has lately been appointed general manager of the newly opened Shanghai Marriott Hotel Changfeng Park. What delights will the veteran hotelier and his team bring to us? Our conversation with Mr. Malik will give you some clue.

 

To open the conversation, let’s share some facts about Shanghai Marriott Hotel Changfeng Park. Ideally located in the heart of Changfeng Ecology Commercial District, the 32-floor hotel features 501 spacious guest rooms overlooking Suzhou River and Changfeng Park, as well as amenities perfect for business or leisure travelers, including restaurants, bars and 1,500sqm event space inclusive of a 770sqm pillar-free ballroom. Other amenities and services include Quan Spa, a fully equipped health club, indoor pool, 24-hour room service, laundry and the “Golden Key”. Being in proximity to Hongqiao Airport (a 10-min drive) and Hongqiao CBD, this hotel is an ideal option for visitors attending the World Expo 2010 in Shanghai.

 

Thi s i s fol lowed by a br ief int roduct ion of Mr. Malik for the sake of those who are not familiar with him. Rauf Malik has been actively involved in the hospitality industry for three decades, of which nineteen years are with the Marriott International Inc, where he has served as general manager of several Marriott properties in Asia, Europe, Middle East and the United States. In Asia alone, he has commanded, in succession, the New World Renaissance Hotel Hong Kong, Marriott China Hotel Guangzhou, Renaissance Yangtze Shanghai Hotel and Beijing Marriott Hotel City Wall. As well as being named one of the 100 most important figures in China’s hotel industry, Mr. Malik received the “Best General Manager of China’s Hotel Industry” award at the 4th China Hotel Starlight Award Ceremony for his outstanding performance.

 

Mr. Malik speaks of his transfer from Beijing Marriott Hotel City Wall to Shanghai Marriott Hotel Changfeng Park in the tone of a traveler back home, “It’s like going home!”

 

Having worked in several Chinese cities, he is a big fan of traditional Chinese culture, particularly the costumes. How does an “enthusiast” like Mr. Malik look at today’s China and Chinese cities? “I love China not only because I am attracted to it, but that this is a country in constant change and under continuous development. The people here are going international, and the overnment’s working methods are being improved by the standards of the developed countries in Europe and the US.”

 

Mr. Malik has his own perception of Chinese cities, “Hong Kong is a vibrant city and 'Switzerland in the East'. Guangzhou, the country’s manufacture center, boasts a high capability which I admire immensely. I am obsessed with Beijing, the capital, where every brick and wall tells an interesting story. However, I am more impressed by my colleagues there, and I so miss everyone especially my driver Mr. Li, my secretary Rebecca… They are all great folks!”

 

He gets noticeably excited when talking of Shanghai. “Shanghai is indeed like my home. I am in love with every aspect of Shanghai. I like the mushroom buildings. I like to watch the fashion-conscious teenagers who constantly remind me of the fact that Shanghai has become a chic city with its own taste. I feel so happy that I am back. I love Shanghai, Shanghai is my home in China.”

 

It’s just natural for us to discuss the forthcoming World Expo 2010, an influential international event which not only is the honor of Shanghai and China, but also offers a golden opportunity for the development of Shanghai Marriott Hotel Changfeng Park. As a matter of fact, Mr. Malik will take advantage of whatever is going in his

favor to make the hotel succeed.

 

First, World Expo 2010, as mentioned above, is both opportunity and challenge to a new hotel like Shanghai Marriott Hotel Changfeng Park, which opened its doors at the beginning

of 2010 – just in time for the big event. How are Mr. Malik and his team prepared to take the opportunity and challenge?

 

“The Expo is the focus of focus at the current stage. We have made adequate arrangements to cater for various guests. For example, we’ve have Japanese Chef, German Chef, Indian Chef and other nationalities to ensure guests can not only sample delicacies of their native land, but also try food delights from other countries/regions.” Amenities and services will be further improved in the following months.

 

Secondly, being opposite Changfeng Park, an oversize “garden” and “oxygen bar”, the hotel boasts one of the few top locations in town. “It’s great for us to have such a neighbor! The guestrooms are carefully planned so that our guests can fully enjoy the breath of the nature and other advantages of the park, which offers very beautiful lawns and a fairly large lake that will make guests completely forget the hustle and bustle of the city. The stunning views are sure to satisfy those who love the nature. Hopefully the park can add to a satisfactory hospitality experience. We have approached the park administration in the hope of launching new service items which combine the best of the park and the hotel, such as a romantic outdoor wedding ceremony. I believe this is going to achieve a win-win-win situation for the hotel, guests and Changfeng Park.”

 

It is very convenient for World Expo visitors since the hotel is easily accessible from different parts of Shanghai – the airports, Pudong and the site of World Expo 2010. This is believed to be the hotel’s biggest geographic advantage.

 

Thirdly, whatever is the topic – life, work, Beijing, Shanghai, “lovely people” are most frequently mentioned by Mr. Malik during the interview. That is to say, Mr. Malik is very concerned about “people”, and his concerns can be summarized in two parts. One, the entire associates set high standards for themselves to ensure service quality. Two, guests feel the hotel really cares about them.

 

All the new recruits have received intensive training to make sure they are professional and able to help the hotel survive the competitions during World Expo 2010 and become a standout in the market. Mr. Malik adheres to the policy that “let guests treat associates as their own family”.

 

As mentioned before, the hotel has been making adequate arrangements for guests, including world class cuisine to satisfy everyone’s taste, improving living environment, enhancing the hospitality experience, and designing special amenities in cooperation with Changfeng Park. The hotel is expected to introduce outdoor yoga and fitness service that is rare in a populous city like Shanghai where every inch of land is worth a fortune.

 

When asked of his expectations, Mr. Malik, who has been in the trade for three decades, gave us an expectant look. “I hope that before long guests will choose to live in Marriott Shanghai Hotel Changfeng Park not for our only location, service or the brand, but because of the hospitable associates who will make them feel at home, and because it is where everyone is a family member being cared for and looked after. I am quite sure I have the ability to make the entire staff become guests’ family member in Shanghai and China,” he said, proudly.

 

The interview was soon to an end, and we were deeply impressed by Mr. Malik, by his humor, intellect and confidence about the future of Marriott Shanghai Hotel Changfeng Park.

We expect the general manager and his staff to extend their warmest greetings to guests from across the globe in the near future.