chievement out of Accumulation
厚积而薄发 博观以造极

--- Interview with Mr. Brice Pean, General Manager of Hilton Shanghai Hongqiao
      ——专访上海虹桥元一希尔顿酒店总经理庞博思先生

The opening of Hilton Shanghai Hongqiao at the start of this year was a sensation in the hospitality industry. It is the second Hilton hotel in Shanghai opened twenty years after the first Jing’an Hilton and the eighth Hilton brand hotel in China. Its opening marks the continuation of the Hilton brand’s expansion across Asia and establishes the fact that Hilton is experiencing the rapid economic growth in Asia. 
 
As another significant milestone in Hilton Worldwide’s development, Hilton Shanghai Hongqiao is conveniently located in the rapidly developing Hongqiao section, one of the major central business districts in Shanghai. Comprising three stunning towers with 675 guestrooms, it is the newest and largest five-star hotel in Hongqiao business area with business travelers and tourists as its target customers. It has attracted a number of guests from multinational companies and business travelers. Whether guests are in Shanghai to attend a conference, do business or take in the many tourist attractions, Hilton Shanghai Hongqiao will provide them with total convenience and luxury. A great deal of time will be saved for transportation as the hotel is only 15 minutes from Shanghai Hongqiao Airport and 55 minutes from Pudong International Airport.

 Mr. Brice Pean, the General Manager of the hotel, has over 20 years’ experience in hotel business across 4 continents. This year has been the 12th year since he joined Holton Group in 1999. In retrospection of this year, he said with emotion that “this has been a great year as everyone has high expectations for the hotel. It is justified to say now that we have done better than expected.” Indeed, Hilton Shanghai Hongqiao has already won five awards in less than one year since its opening, including Best Business Hotel in Shanghai of the 4th TTG China Travel Awards, China’s Best Newly-Opened MICE Hotel of 2011 at the 8th Golden-Pillow Award of China Hotels, China’s Best New Hotel in 2011 China Travel Awards from <Travel+Leisure>. Such an achievement is attributed to the young and outstanding team of the hotel, which, full of vitality, has turned many creative ideas into reality. “We owe all these honors to the joint efforts of our employees. There are 665 associates in total and 40 experts in different fields. Not every management position is held by an expert. In fact, we need all associates to supervise the running of the hotel.”  Therefore, training plans are framed to suit employees better and training programs are designed in accordance with different needs. In addition, English teachers are hired and classes of 8 levels are offered based on the requirements and language proficiencies of employees. As for other changes, the cafeteria has been re-painted. In a word, Hilton deserves the title of an excellent trainer in hotel industry. 
 
“Five-star hotels are rising up with an astonishing speed and competition is heated. The key for a successful hotel, apart from perfect facilities, is service. As our brand’s logo says, we provide the best accommodation and service for guests. Just imagine that if I had enough resources to build a top luxury hotel, nothing would really shine if the service were unsatisfactory.” Similarly, Mr. Brice Pean always believes that the attitude counts for more than skills. “I am looking for people whose eyes twinkle rather than experienced but lolling ones. If you have questions or difficulties at work, we could provide training and guidance or even help you to solve the problem. However, the only thing that could not be leart, which we are unable to change, is the attitude toward work. Choosing to work in a hotel is the same as choosing a life style in which you remain standby nearly 24 hours a day. No one would force you to work here if you are unwilling to. At the same time, I am convinced that happiness could not be delivered to guests if our employees are unhappy.” 
 
Mr. Pean expressed frankly that as the most important and the top strategic growth market for the company’s global expansion, “China has infinite potential because of its vast territory and abundant resources. Hilton’s responsibility is to promote a long-term ‘welcome’ program aiming at China market besides exploring local resources. Thanks to the rapid globalization process, more and more Chinese business travelers are going around the world. Apparently, the ability to communicate in Chinese is more essential now. Hilton Group will provide more professional development opportunities, sending employees who can speak Chinese to any hotel where Chinese guests check in to make Chinese guests feel at home anywhere with warm and considerate service.” 
 
Mr. Pean is an outstanding leader and an activist at the same time. Among an extremely busy schedule, he has managed to spare time to be the judge for one round in China Rush by Shanghai International Chanel. “That show was interesting. Candidates had to memorize the arrangements of a hotel room in three minutes and reproduce the room in an empty one from memory. It was truly hard. Fortunately, all candidates accomplished the mission successfully. To be honest, I was quite nervous before the show!” This has become a hot topic among the audience and net surfers on the web. Many people left messages saying that he was “a very professional and fair judge”. Just as an excellent general manager is the best image for a hotel, Mr. Pean has helped to expand the hotel’s popularity and reputation while gaining popularity himself. 
 
The highlight of Hilton Shanghai Hongqiao is the spectacular ballroom on the second floor that can accommodate more than 1,000 guests. The 2011 You Are the Chef awarding ceremony will be held here when 450 distinguished guests would celebrate the most expected gathering in the year. As for the event, Mr. Pean only said mystically that this year’s awarding ceremony is different from the previous and a memorable surprise will be guaranteed. Next year is the dragon year and Mr. Pean’s birth symbol year according to Chinese tradition. “The second year after a hotel’s opening often proves the achievements of the previous year. Apart from expectations, we hope to better deliver to our guests what the hotel wants to express. People used to have fear for five-star hotels and flinch back at the sight of the high price. In fact, good service is what attracts and keeps guests. We will launch programs in the interests of our guests to let people know more about five-star hotels, what is to happen and how to make restaurant dishes at home. In fact, we are offering a Sunday family brunch that is suitable for a whole family. Parents can rest and chat while kids have fun all day as we have what they want here!”
 
What’s more, the hotel’s three restaurants and bars cater for every culinary preference. Pulse, the lobby lounge, is the perfect meeting place in the day to enjoy an appetite-tempting spread of sweets and savouries. In the evening, you can feel the pulse with live music and endless entertainment over a cocktail. At the all-day Essence restaurant, you can feast from a menu from around the world in a relaxing and elegant atmosphere and watch chefs cook fresh, healthy and delicious dishes in the open kitchen.  Delicatessen offers an array of unique, artisan, organic and flavorful products from chocolates, pastries, sandwiches and salads to all kinds of meat, freshly made sausages and cheese, keeping you satisfied through the day or night. At the Cantonese restaurant Yue Xuan, savor the most authentic Cantonese food in elegance. From Cantonese Dim Sum to delectable steamed fish, straight from seafood tanks, the menu will satisfy the most discerning palates.
 
Hilton Shanghai Hongqiao will be a prime choice for either a relaxing afternoon gathering, a joyous family tour, or a fast speed business trip. It will continue the Hilton hospitality and service quality to create another glory in the hotel industry in Shanghai. As what Mr. Pean believes, “a brand new hotel is quite appealing. In the coming one or two years, we expect to become the No. 1 hotel in Hongqiao area.”
 

年初，上海虹桥元一希尔顿酒店的开幕引起了酒店业不小的轰动。这是希尔顿酒店集团既静安希尔顿开幕二十年后在上海开设的第一家酒店，也是其在中国的第八间希尔顿品牌酒店。她的开幕不仅标志着希尔顿品牌在亚洲地区成功的扩张，也显现出希尔顿正在经历着亚洲经济的迅猛发展。

作为希尔顿全球发展的另一重要里程碑，地处上海最新的商业中心区域之一——虹桥中央商务区的虹桥元一希尔顿酒店，的确占尽了地理优势。她是整个大虹桥商务区最新、占地面积最大的五星级酒店，建筑群包含了整整三栋楼，675间客房。以商旅客人为主要目标群体，酒店成功地吸引了众多跨国企业和商务游客的入住。无论参加会议、商务往来还是观光旅游，上海虹桥元一希尔顿酒店都能兼顾客人对于便捷和奢华的需求。酒店距离上海虹桥机场仅15分钟车程，直达浦东机场的时间也不会超过55分钟，为客节约了大量宝贵的时间。

总经理庞博思先生拥有超过二十年的酒店从业经验，足迹遍布四大洲。他于1999年加入希尔顿集团，至今已是第十二个年头。回顾酒店踏出的第一步，他感慨说：“这是非常棒的一年，每个人都对酒店充满了很高的期待，现在看来，我们比想象的做的更好。” 的确，开业不到一年的虹桥元一希尔顿酒店今年已经获得了五个奖项，包括第四届“TTG中国旅游大奖”之“上海最佳商务酒店奖”、第八届中国酒店金枕头奖之“2011年度中国最佳新开 MICE 酒店”奖、《私家地理杂志》“2011中国旅行奖”之“特别推荐新开酒店”等殊荣。这与酒店拥有的一支年轻优秀的工作团队密不可分，他们精力充沛，将许多想法和创意成功地转变成为现实。“这些荣誉都是通过员工们的共同努力得来的。我们酒店共有665名员工和40个专注于不同领域的专家。但是，并不是每个领导阶层的职位都是由专家来担当的，我们需要全体员工来共同监督酒店的各方面工作。”为此，酒店对于员工尽可能地给予他们更合适的培养计划，制定针对不同人群的培训项目。此外，还特别聘请了英语老师专门教授员工，甚至还根据各方面的需求和程度，仔细地划分成八个不同的英语等级。对于生活上，则重新粉刷了整个工作团队的餐厅。不得不说，希尔顿是酒店业当之无愧的优秀的训练家。

“上海的五星级酒店势如破竹，纷纷以惊人的速度拔地而起，其中的竞争可想而知是非常激烈的。一个成功的酒店，除了完善的硬件设施，最最核心的其实是服务。正如我们品牌的宗旨：‘为顾客提供最好的住宿和服务’。试想如果我有足够的资源来打造出一间顶级奢华的酒店，如果整体的服务不能让客人满意，那么一切都将黯然失色。” 同样的，庞博思先生始终认为员工的态度比技能更加重要。“我要找的是那些眼神闪闪发光的人，而不是懒洋洋的具有丰富工作经验的人。如果你在工作上有疑问和困难，我们可以提供训练和指导，甚至可以帮你解决问题。但是，唯一教不会的，并且我们无能为力的，是你对于这份工作的态度。选择在酒店工作就等同于选择了一种生活方式，差不多是二十四小时随时待命的工作状态。如果你不愿意，没有人能强迫你在这里工作。同时我相信，如果员工不快乐，是无法把快乐传递给客人的。”

作为希尔顿集团在全球拓展策略中最重要且发展最快的市场，庞博思先生坦言，“中国的地大物博，使其拥有无限的市场潜力。希尔顿的责任是在除了开发本地资源以外，推出长期的针对中国市场的‘欢迎’计划。对于目前全球化的快速发展进程，越来越多的中国商旅客人去往世界各地。显然，能用中文交流显得愈发重要。希尔顿集团将提供更多的职业发展机会，把会听会说中文的员工送往任何一个有中国客人入住的酒店，使中国客人无论身在何处都能享受到温暖、贴心的服务，体验到宾至如归的感觉。”

庞博思先生不仅是个出色的领导者，还是一个踊跃的活动家。在百忙之中，他腾出时间担任了上海外语频道《冲刺！中国》节目其中一轮任务的评委。“这个节目很有趣，选手们要在短短三分钟之内记住一个酒店房间全部的物品陈列，然后在一个空房间里凭记忆布置出完全相同的样子，这确实很难。好在选手们最终都顺利地完成了任务，要知道，在节目进行之前我还挺紧张呢！”而在微博上，这件事也成了观众和网友们热烈讨论的话题，许多人纷纷留言说“这是一个非常专业公正的评委。”优秀的总经理的确是一个酒店的最佳形象代言人，庞博思先生在收获人气的同时，酒店的知名度得到提升，并且还赢得了上佳的口碑。

酒店最引人注目之处，不得不提的是位于酒店二楼的一个大到可容纳1000人的顶级宴会厅。幸运的是，2011年洋厨房颁奖典礼正是选于此地举行。届时，将会有450为嘉宾莅临，共同庆祝这一年中最值得期待的盛会。对此，庞博思先生只是神秘地透露今年的颁奖典礼会很特别，与以往不同，相信一定会带给大家难忘的惊喜。而说到明年龙年，按中国习俗恰巧又是庞博思先生的本命年，他表示，“酒店开业的第二年往往能证明前一年所作付出努力所收获的成绩。除了期待，我们也希望能够更好地向客人表达出酒店想要传达的是什么。人们以前总是对五星级酒店有恐惧，对于不菲的价格望而却步。其实，优质的服务才是最能吸引和留住客人的。我们会推出更亲民的项目，让人们更多地了解五星级酒店正在和即将发生的事，怎样在家里就能烹饪出如同出自大厨之手的菜肴。其实现在，我们酒店就有一个适合全家体验的周日家庭早午餐，在这里大人们聊天歇息，孩子们则能专心地玩上一天，因为这里有他们想要的任何东西！”

除此之外，酒店拥有3间餐厅和酒吧，提供各式菜系。大堂吧“驿动”（PULSE）是一个完美的会面场所，提供诱人的甜点和小食；伴随着乐队夜间的现场演奏和美味的鸡尾酒，放松的享受一天中最后的休闲时刻；全日制的“元”(Essence)餐厅，在轻松怡人的氛围中享受世界各地的饕餮美食，还能目睹大厨们在开放式厨房和料理台现场烹制的新鲜、健康、美味的菜式；“卡颂”自制的各类新鲜精致小点，从纯正的巧克力、酥皮糕点，到创意三明治和色拉，以及各种肉类、新鲜手工香肠和风味芝士，带给您与众不同的美味口感；纯正的粤菜餐厅“粤轩”(Yue Xuan)堂皇雅致，从经典的粤式点心到缤纷的海鲜大餐，鲜活的食材让人大快朵颐。

不管是闲暇时光的午后相聚，还是欢乐轻松的举家出游，亦或是快节奏的商旅公干，上海虹桥元一希尔顿酒店都将是一个不错的选择。而她也将延续希尔顿一贯的热情好客、与时俱进的服务品质，打造出上海滩酒店业的另一辉煌传奇。正如总经理庞博思先生的自信：“全新的酒店是很有吸引力的，未来的一到两年，我们希望能成为虹桥区域No.1的酒店。”