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【遇见大咖】达维斯·谢礼夫:做到长沙酒店业第一即实现自我价值

来源:红网 作者:向婉 编辑:李茜 2018-01-15 11:21:44
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长沙万达文华酒店总经理 达维斯·谢礼夫

  红网时刻新闻记者 向婉 长沙报道

  近几年,城市发展进入开挂模式的长沙被称为是一座让人期待的城市,一座永未建成的城市。表现之一就是越来越多的商业地产拔地而起,作为其中重要组成业态,外资品牌酒店进驻长沙的节奏随之紧凑,在未来的时间里,酒店数量还将继续增长。

  随着越来越多外资酒店品牌进军华中市场,这也意味着,更多的酒店业外籍从业者将涌入长沙,让这座冉冉升起的新一线城市在实现真正意义接轨国际的道路上又前进一步。在长沙的高星级酒店里,看到“老外”总经理不再是稀罕事。

沉浸式3D晚宴

  作为其中一员,达维斯·谢礼夫在长沙万达文华酒店任职总经理不到一年,但已摸清本地酒店业发展的现状,他认为,抢滩长沙市场的酒店只增不减,正是反映了当地市场的发展潜力和消费者高涨的需求。同时,随着居民不断追求高品质生活,酒店业的竞争和更新换代也会越演越烈,在这个过程中,酒店要随时顺应市场的变化而做出改变。

大堂酒廊

  长沙万达文华酒店虽是一个源自中国的酒店品牌,但品牌理念和管理方式却是非常国际化的,除了引进高级酒店人才,汲取国际豪华酒店品牌的先进管理经验,还坚持自己的“个性化”服务,相比其他的五星级酒店,长沙万达文华始终保持较高频率的跨界合作及举办创意活动,如特色主题派对、节庆、美食节,今年还引进湖南酒店首个沉浸式3D晚宴,为酒店顾客带来全新体验感。

酒店高级豪华客房

  在达维斯·谢礼夫看来,在长沙酒店硬件条件普遍持平的状态下,如何提升服务品质、增强顾客消费体验感、提高客群黏性,保持长沙万达文华酒店的市场领先地位,则是自己面临的“大考”。不担心被拿来和历任总经理去做对比,做好自己的工作,努力实现自己的目标,把酒店做到行业第一即是实现自我价值。

  【对话大咖】

  问:能否介绍下您的从业经历?(Could you please give us a background about your career path?)

  达维斯·谢礼夫:我的职业生涯始于1996年,那年我在伦敦的喜来登公园大厦酒店做管理培训生,一年之后我结束管理培训,酒店正式雇佣了我,然后我就在伦敦市中心的三家酒店—公园大厦喜来登,公园巷喜来登以及另外一家酒店工作了9年。之后我回到了我的家乡埃及,在那里的一家喜来登酒店工作,这家酒店是当时欧洲、中东及非洲地区最大的喜来登酒店,有900间房,21家餐厅,我在那里工作了4年,先后任职餐饮总监和市场销售总监。然后我被调往沙特阿拉伯的艾美海湾酒店任职酒店经理。3年之后我以总经理的身份筹开了中东地区的首家雅乐轩酒店。之后,我又为3家酒店完成了品牌转换:把凯宾斯基换牌成威斯汀及艾美,把伯尔曼换牌成喜来登,把另外一家世界知名的酒店转换成威斯汀,这家酒店拥有全世界最大的水疗中心。我在那家威斯汀酒店工作了两年之后,2016年7月我来到中国,就任南昌万达嘉华酒店总经理,今年3月份我来到了长沙万达文华酒店。

  My career started back in 1996 as a management trainee at London Sheraton Park Tower Hotel. After one year, I became part of the permanent staff, and I worked at this hotel and two other Sheraton hotels for nine years. After that, I went back to my hometown in Egypt and worked in the biggest Sheraton hotel in Europe, Middle East and Africa as a DOFB and DOSM. After that, I was transferred to Le Méridien in Saudi Arabia as Hotel Manager. Three years later, I opened the first Aloft hotel in the Middle East. After that, I did re-brand conversion for three hotels. In July 2016, I came to China and worked as the GM of Wanda Realm Nanchang and then came to Changsha in February, 2017.

美食汇西餐厅

  问:初来长沙,是否适应本土人文风情及饮食文化,您如何解读这座城市?你喜欢它吗?(Have you gotten used to the local food and culture? How do you like Changsha? Are you enjoying it here?)

  达维斯·谢礼夫:长沙这座城市发展的很快,经济相较南昌发达,也更加开放,对于外国人来说,长沙更易于生活。很可惜我个人不能吃辣,但是一些相对不辣的菜,我还是喜欢吃的。在长沙的特色小吃中我比较了解臭豆腐。另外长沙是一座富有娱乐精神的城市,尤其受到湖南卫视的影响,很多明星会来到这里,长沙万达文华酒店经常有机会接待更多的明星。长沙的夜生活很丰富,这一点和拉斯维加斯有点相似,这种特色的娱乐文化也能给酒店业带来附加值。

  Changsha is totally different and more developed than Nanchang. Changsha is much easier for a foreigner to live in. I can’t eat spicy food, but there are some dishes that are somehow not very spicy and I really enjoy them. I know the smelly tofu very well. Changsha is an entertainment city. We have Hunan TV here, which gives us opportunities to meet a lot of stars, and some of them stay at Wanda Vista Changsha often. It gives an edge and added value to Changsha, which is different from other cities. The night life here is good, similar to Las Vegas.

品珍中餐厅包厢

  问:您如何解读长沙的酒店市场,相比较其他城市有什么特色?(How do you look at the Changsha hotel market? Are there any distinctive features compared with other cities? )

  达维斯·谢礼夫:长沙酒店市场很繁荣,需求旺盛,作为这个市场最大的酒店之一,我们也有着强劲的需求。而且现在很多投资者都看到了长沙的发展潜力,越来越多的国际品牌进驻,有竞争才能带动发展,这不管对于现在还是未来市场,都有着促进作用。

  The market is booming in Changsha, and demand is very strong. More and more investors have seen the opportunities and many international brands are coming here. Competition is good for development, no matter whether for now or for the future.

  问:能否客观评价下长沙万达文华酒店的经营情况及定位?(How do you position Wanda Vista Changsha, and how is the business going on now?)

  达维斯·谢礼夫:作为长沙市场目前生意最好的酒店之一,我们的总体收入和平均房价均处于领先位置。万达文华酒店的定位是为崇尚品质生活的都市精英,提供融合东方时尚与当地风情的精致服务,并营造优雅旅居感受的豪华酒店品牌。

  As one of the best business hotels in Changsha, we are ranked No. 1 in total revenue and ADR. Wanda Vista is a luxury hotel brand for urban elites who relish extraordinary services in oriental elegance that seamlessly blends with local culture.

酒店健身中心

  问:您认为,长沙万达文华酒店相比较其他国际星级酒店,他有什么样的特色和优势?和国际酒店品牌间是否还存在差距?(Compared with other international brand hotels, what are the competitive advantages of Wanda Vista Changsha? Do you think there is anything you need to catch up with in those international brand hotels?)

  达维斯·谢礼夫:我们的优势体现在优越的地理位置和优质的服务。酒店处在长沙的核心商务区,俯瞰风景秀丽的湘江河橘子洲头,大部分房间都有美丽的江景。同时作为一家开业5年的酒店,酒店团队的配合已经非常顺畅,我们有着一大批忠诚的员工,他们的服务技能非常专业,在预见客人的需求方面也有着丰富的经验。万达文华本身就是一个国际品牌,未来在海外的诸多城市比如洛杉矶、芝加哥、伦敦、悉尼、黄金海岸等城市也将有文华品牌的酒店开业,万达文华源自中国,管理团队和管理理念却是国际化的,相对其他国际品牌,我们更了解中国客人的需求,提供更加贴心的东方待客之道。所以,我个人认为,长沙万达文华酒店和国际酒店品牌间并不存在差距。

  Our advantage is our convenient location and good service. Our rooms have beautiful river views. As a hotel which has been opened for five years, the team is now cooperating smoothly, and we have a lot of loyal staff members. Wanda Hotels is from China, but the management team and operational ideas are international. Wanda is opening hotels overseas in Los Angeles, Chicago, London, Sydney and Gold Coast. Compared with other international hotel brands, we know more about Chinese guests. We can provide more attentive Chinese hospitality.

  问:相比较其他的酒店,长沙万达文华酒店更重视节庆活动的举办以及异业联盟,为什么?是能带动品牌的传播和提高营收吗?(Compared with other hotels in Changsha, your hotel likes to do lots of activities and partner with others. Why? Is it helpful for brand communication or in driving revenue?)

  达维斯·谢礼夫:市场营销方式一直在发展,如今,报纸、杂志等传统媒体在一步步衰落,社交媒体成为主流。人们注重体验感、参与感,并在社交媒体上即时分享自己的感受。酒店举办过丰富多彩的节庆及社交活动,比如上海之夜,拉丁之夜,纽约之夜等主题派对,美食节,沉浸式3D晚宴,窈窕淑女下午茶等等,这些活动使我们有机会更加近距离地与客人接触和沟通,拉近我们的关系,同时,对于客人来说,他们有更多机会体验酒店的新产品和新服务。他们喜欢在活动现场拍照分享自己的美好感受和难忘时刻,对酒店知名度和品牌形象起到了积极的宣传作用。而良好的品牌形象会带来更多的忠诚客户,从来提高酒店的收益。

  The way of marketing has changed dramatically. People are not interested in reading newspapers and magazines anymore like before. They are more into digital communication. Now interaction with your guest is a better marketing kit than advertising in newspapers and magazines. We have organized a lot of themed parties and food festivals. These activities create more interaction with our customers and, at the same time, create opportunities for them to experience our new products and services. It also helps in brand communications, and a good brand image drives revenue.

  问:作为酒店的掌舵人,是否会在经营管理中带入自己的一些“偏爱”,比如偏爱的美食、节庆礼仪等?(As a GM, do you sometimesincorporate personal“preferences”into the management? )

  达维斯·谢礼夫:在管理方面会融合在各大酒店积累的经验和精华,关于个人的饮食、生活习惯等个人爱好暂时没有考虑进去,从个人角度出发,比如能把家乡的美食也带到长沙来是最好的,自己的家乡和中国有着共通点,都有着历史悠久的文化,这使得自己能够很快地融入到中国,快速接管这家酒店,当然,公司的虽然有规定,但是具体到管理酒店,每个经理都有自己的风格和发挥空间。

  Regarding hotel management, I use the experience I have gained from every country I worked in. I have never considered personal preferences in diet and lifestyle, but if I can introduce food from my hometown, it will also be very good. China and Egypt have lots in common like a rich history, traditional culture, etc. The guidelines are there, which we cannot change, but every manager has his/her own managing space.

  问:您计划把万达文华酒店打造成怎样的酒店?(What kind of hotel are you going to build for Wanda Vista Changsha?)

  达维斯·谢礼夫:我管理过的酒店在本土市场都是排名前列,希望在自己的任期里,长沙万达文华一直是行业里的领头者,不管是销售额还是品牌影响力。

  All hotels I managed before are the leaders in the market. I also want Wanda Vista Changsha to be a top hotel in this market, not only in terms of revenue but also the brand’s reputation.

  问:您认为,一家成功的酒店需要注重哪些方面?(What aspects should a successful hotel focus on?)

  达维斯·谢礼夫:服务和卫生,所有的酒店在硬件上没什么区别,但服务质量会有差别,为什么苹果手机能主导市场,除了产品品质好还有售后服务优越,酒店亦如此。

  In service and hygiene, all aspects of the hotel hardware are not much different, but service quality makes a difference. Not only products, after-sales service is also important.

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