Facing the Challenge with Calmness
接受挑战 从容应对

——Interview with Mr. Yoland Perras, General Manager of Sheraton Changsha Hotel
——专访长沙运达喜来登酒店总经理彭博先生

As a five-star hotel brand targeted for the high-end market, Sheraton has been providing a modern residence ambience in line with international standards for guest room, meeting, food and beverage, and entertainment services. Sheraton hotels are present in major cities around the world from New York to Tokyo, from Bangkok to Urumqi, and now Changsha is one of them. With a 3,000-year history, Changsha is proud of its numerous historic sites, cultural sceneries and religious architecture. An art and recreation center, Changsha is an ancient yet vibrant metropolis which is perfect for an exploration of ancient relics or a unique experience in the bustling crowds. The unity of Sheraton brand and the city created Sheraton Changsha Hotel, which has added another highlight to the local hospitality industry with its high quality services and facilities.

Conveniently located on Furongzhong Lu in Changsha’s downtown central district and financial center, Sheraton Changsha Hotel offers easy access to various shopping centers and tourist spots. A new level of hospitality is available at the hotel for international business travelers. The 384 guest rooms and suites as well as 40 apartments featuring The Sheraton Sweet Sleeper TM Bed, a separate shower in the bathroom and a 32" wall mounted LCD TV, which shape comfortable and pleasant private space for customers. The spacious health and wellness centre is ideal for total wellbeing, which includes a well-equipped gym, a 7-meter heated indoor pool, luxurious hair saloon, comfortable Massage, and a beautiful roof garden.

We were lucky to have a close contact with Mr. Yoland Perras, General Manager of Sheraton Changsha Hotel. Mr. Perras has over 26 years’ experience in hospitality, working in Canada, Benin, Morocco, the US, Mexico, Russia, Bulgaria and China. He has shouldered important positions in a number of prestigious hotel groups and has rich experience in Asia. Hence, he is not only acquainted with the development trends in Asia and China, but also possesses an international vision and acute strategic foresight.
 
In 2005, Mr. Perras came to Shenyang, his first stop in China. Now that six years have passed, infrastructure in China is being reshaped, real estate growing, new shopping concepts implemented, and tourism school dedicated to better serve the Hospitality needs. Changsha is no exception. Starwood, with a foresight of the potential and geographic advantage of Changsha, decided to branch out its business here. As Mr. Perras said, “Changsha seems to be even quicker in its resolve to achieve International recognition. Wherever you look, constructions abound and development is present.” However, as the city is prospering, competition also becomes fierce. Confronted with this situation, Mr. Perras maintains a decisive calmness, knowing that the workforce of Sheraton Changsha Hotel enjoys a systematic management and a distinctive corporate culture, which contribute to strong team spirits and a sense of belonging. An excellent team brings the most professional, considerate and attentive services. Sheraton Changsha Hotel has now been opened for 4 years. Since its opening, it has been the market leader in many areas as its product and people mature. Facing the fierce competition, the General Manager is confident that the hotel will keep its best and continues to offer personalized service.
 
The interview has portrayed Mr. Perras’ enthusiasm for hospitality and the future of Sheraton Changsha Hotel. A person who unites his soul and his job, Mr. Perras treats every experience as an invaluable gain in his career. Each property where he has worked, whether in Chicago, Moscow or Shenyang, is like his own child. He would bestow his best on them. As the General Manager of Sheraton Changsha Hotel, he is leading his team to embody the philosophy of Starwood, which is to offer meticulous service for everyone.

For Starwood, building loyalty and connecting with today's brand-savvy global travelers is of the outmost importance. Creating emotional connections with guests – so they return to the hotel night after night – is how Starwood creates value for its owners. But brands are nothing without energized Associates bringing diversified yet unique brands to life through great and personal service. The experiences that all the Associates create are at the heart of the success of Starwood. Mr. Yoland Perras believes in “Connecting People”, which is in perfect harmony with the philosophy of Starwood. Under such two influences, together with efforts from every employee for a better performance, Sheraton Changsha Hotel is sure to gain more success in the future and Mr. Perras is confident to exceed customers’ expectations.

In year 2010, Sheraton Changsha Hotel has been awarded Hotel of the Year of Asia Pacific Division 2009 by Starwood, China’s Top 100 Hotels from China Travel Awards by <Travel & Leisure>, China Hotel Charisma Awards 2010 and Best Business hotel 2010. For Mr. Yoland Perras, the past glories are not a pressure but an impetus and a new challenge. Through his management theories, he would bring the hotel to a new level of better achievements. Influenced by Starwood culture and Hunan culture, Sheraton Changsha Hotel has distinguishing styles and personalized services. This dazzling pearl will surely radiate bright lights into its magnificent future.

    喜来登作为针对高端市场的五星级酒店品牌，一直向其客人提供符合国际标准的现代化入住环境，包括客房、会务、餐饮和娱乐服务。您可在世界任何一个主要城市找到喜来登酒店，从纽约到东京，从曼谷至乌鲁木齐，当然现在长沙也已位列其中，长沙是一个拥有 3,000 年悠久历史的城市，众多历史遗迹、人文景观和宗教建筑堪称名副其实的藏宝之地。它还是艺术和休闲娱乐中心，无论是想要探索历史久远的古代遗址，还是从观察往来人群中领略独特体验，您都将在这座古老而色彩斑斓的美丽都市中获得无与伦比的奇妙感受。这两个各具特色的城市和品牌强强联手，促成了长沙运达喜来登酒店，它带着优质的服务和良好的硬件设施为长沙的酒店业又添了一抹亮色。
  
    长沙运达喜来登酒店雄踞于市中心商务及金融区黄金地段的芙蓉中路松桂园，前往购物中心、景点和娱乐中心都十分便利。酒店为国际商旅客人提供非常周到的服务选择，384间客房和套房及40间各式户型的公寓均配备喜来登甜梦之床、雨淋之露淋浴设施及32寸液晶电视，为您营造舒适怡人的休息空间。宽敞舒适的健身中心配以先进的健身设备，通透日光的室内恒温7米游泳池，豪华的美发沙龙，舒适而放松的按摩中心，美丽安静的空中花园，创造出完美的健身空间。

    这次我们有幸与长沙运达喜来登酒店的总经理彭博先生有一个近距离的接触。彭博先生酒店工作资历丰富，曾于加拿大、贝宁、摩洛哥、美国、墨西哥、俄罗斯、保加利亚及中国各地工作，拥有超过26年的酒店营运经验。他曾于多间国际知名的酒店集团担任重要职位，彭博先生在亚洲有着丰富的工作经验，所以他不仅了解亚洲及中国的发展趋势，也具有国际性的眼光和敏锐的战略嗅觉。
 
    2005年彭博先生来到了中国沈阳，开始了中国旅途的第一步。6年过去了，现在中国整个基础设施都在进一步完善，房地产蓬勃发展，新的消费观念逐步形成，旅游学校也致力于更好的满足酒店行业的需求。同样，长沙也在这样的背景下蓬勃发展，喜达屋集团预见到长沙的发展和地理优势，把酒店行业的发展带到了长沙。彭博先生说道：“长沙正加大步伐去获得国际的认可。当你站在长沙的街道四处观望，随处可见林立的建筑显示出了这个城市的发展。”但是良好发展的形势下，长沙酒店竞争也变得异常激烈。然而彭博先生面对这一问题时，沉着的态度中充满着信心，因为长沙运达喜来登的团队不仅仅有着非常系统化的管理，还有着来自喜达屋集团特有的关爱文化，并由此形成了员工的主人翁和团队精神，也增强了员工们的归属感。优秀的团队，为客人们带来的是最专业、最贴心、最周到的服务。在他看来长沙运达喜来登酒店已经开业近四年，自开业起，酒店在很多方面都是整个市场的领导者，在各方面的设施和服务越来越成熟。彭博先生希望这样竞争激烈的情况下保持最好的状态，继续给每一位顾客带去他们最个性化的服务。
 
    从对彭博先生的采访中我们看到了长沙运达喜来登酒店未来的发展和他对酒店工作的热忱。他把自己的灵魂与自己的工作合为一体、把每一次的经历都当作职业生涯中的积累。对于彭博先生来说以往工作过的任何一家酒店，不管是在芝加哥、莫斯科还是在沈阳，都像他的孩子，彭博先生把自己最好的经验给予他们当然也包括长沙运达喜来登酒店。彭博先生作为长沙运达喜来登酒店的总经理带领着他自己的核心团队秉持喜达屋集团的服务理念，让每一位顾客都体验到宾至如归的感觉。

    对于喜达屋集团，最重要的就是同今天的全球旅行者一起建立品牌忠诚度和联系感应。和客人建立情感上的联系就会使他们成为喜达屋集团的常客——这也就是如何为喜达屋集团的业主创造价值。如果员工没有通过他们优质、个性化的服务将喜达屋集团的品牌拥有的多样、独特的体验带到工作和生活中，喜达屋集团的品牌对于客人就毫无意义可言，喜达屋集团为客人所带来的体验是喜达屋集团成功的关键。有多年管理经验的彭博先生有着“以人为本”的服务观念，正好与喜达屋集团的服务理念不谋而合。在这两股力量的带动下，加上长沙运达喜来登酒店员工的辛勤努力，酒店以后的经营一定会创造更多奇迹。所以彭博先生很有信心在他的带领下去超越客人的期望。

    2010年，长沙运达喜来登酒店夺得了“2009年度喜达屋亚太区最佳酒店”、《私家地理》杂志2010中国旅行奖之‘中国百佳酒店’”、“2010酒店魅力排行榜最佳商务酒店”等多项殊荣。然而彭博先生并没有把以前的成绩作为一种压力，而是把压力变成动力，作为自己事业上一个新的挑战。通过自己的管理理念把酒店带入新的高峰取得更好的成绩，长沙运达喜来登酒店在喜达屋集团文化的影响下，结合深厚的湖湘文化底蕴，再加上彭博先生的管理一定会创造出更加与众不同的风格和个性化的服务。长沙运达喜来登酒店这颗璀璨明珠一定会绽放绚丽的光芒，映射出华丽而尊贵的辉煌前程。