2017-04-18 12:04:43 来源：利来国际w66传媒
Exclusive Interview with
Ms. Stanley Yin, General Manager of Renaissance Shanghai Caohejing Hotel
Grand Hotels media :As the first five-star international brand
hotel in the heart of Shanghai Caohejing High-Tech Park, Renaissance Shanghai
Caohejing Hotel enjoys a superior geographic location. From your perspective,
what are the advantages of the hotel to attract guests?
Renaissance Caohejing benefits a great deal from its easy access to
central business districts and traffic hubs. It is just 20 minutes’drive from
Hongqiao Airport & Railway Station, Hongqiao business district, and the
shopping and dining hub of Xujiahui. We enjoy an advantage over our
counterparts in downtown Shanghai in terms of our geographic location, which
offers greater time saving benefits. We are 5 walking minutes from Metro line
station. With the operation of Metro line 9 & 12, Caohejing is widely
acknowledged, in the past few years, as an upgraded metro station with
Ms. Stanley Yin: With its solid industrial roots, Caohejing High-Tech Park
is alluring an increasing number of international enterprises to set up
regional headquarters or offices in its vicinity. This is what we are
witnessing at the moment and what we believe will sustain into the future. For
the hospitality industry, there is much to expect of this vast, premium
business client base.
Grand Hotels media :From Ningbo Marriott Hotel to Renaissance
Shanghai Caohejing Hotel, you have worked for Marriott International Inc. for
more than 20 years. Could you share with us your hotel operation experience and
Ms. Stanley Yin:First and foremost, I agree with Marriott’s core values
and culture. Putting people first, pursuing excellence, embracing change,
acting with integrity, and serving our world—all of these ideals are part of what I see everyday at
Marriott. In fact, there are plenty of people who have been working in Marriott
Group for 20 years, 30 years, or even a lifetime, because Marriott practices
what it preaches.
In terms of what resonates with me the most–I would have to say Marriott’s “Spirit to Serve”program.
This program, which exists in all of our Hotels, makes our culture more
vibrant, our business stronger, and the world a better place. Investing in and helping the communities
where we do business is at the core of the program. Social responsibility,
volunteer service, and community engagement allow us as a company to give back
to the same communities that support our Hotels.
For me, Marriott is not only a company to work for, but also a guiding
philosophy for living my own life. Over the 20 years I have worked for this
company, I have gained a more in depth understanding of its culture and values,
which in turn, have made me a more knowledgeable and successful person.
Every moment that I experience something new with Marriott, whether it
was my first job, my first opening of a hotel, my first job managing a team of
people, or even my first job as a General Manager; each experience is
memorable, and these memories I will keep forever.
Grand Hotels media :As an excellent leader, how do you
communicate with your employees? What do you want to share with them usually?
What kind of spirit do you want your team members to have?
Ms. Stanley Yin:Our Associates are the biggest asset of the Hotel. As Mr. J.W. Marriott has stated many times, “If
we take care of the associates, the associates will take care of the customers,
and the customers will come back”. This one statement expresses the amount of
care and respect all managers should have for their associates. Care about
their career development, care about their training, and even caring for their
personal life, all are important to ensuring the associates enjoy their job and
have respect for their job creating a great guest experience. Marriott has won numerous “Best Company to
Work for” awards based on this culture, and has once again been listed as one
of the “TOP 100 Best Companies to Work for” by Fortune magazine for a
continuous 20 years straight.
It’s our belief that the passion and motivation to work does not only
come from a satisfactory salary, but also comes from the ability to develop
ones own career. The training of our associates is extensive and starts from
the first day the associates are on the job with Marriott’s Orientation
Training. Marriott arranges different training programs according to the
different job levels and departments that exist at a Hotel. Even within our
wide range of Marriott brands, the training is tailored to that particular
brand, that way ensuring the philosophy or concept of the individual brand is
resonated from the associate during interactions with guests. Finally, we also
offer inter-departmental cross-training to associates, allowing them the
opportunity to develop in other areas of the Hotel. There are many examples
within Marriott, where an associate may have started in one departmental area
of the Hotel, moved to another, and is now is in charge of both areas.Thegoal,
have well trained associates and management that have experiencein numerous
departments thus creating career development opportunities and overall a better
service experience for our guests.
Here at Renaissance Caohejing, our team is not addressed as staff;
instead, we call each other ‘ambassador’. And we have a special name for our
service team: the navigator, which forms an integral part of Marriott brand
Grand Hotels media :As the sixth hotel of the Renaissance brand,
Renaissance Shanghai Caohejing Hotel has very unique facilities and personalized
elite services, bringing guests great excitement and deep longing. Could you
introduce the unique features of Renaissance Shanghai Caohejing Hotel for us?
Ms. Stanley Yin:Renaissance Caohejing offers an appealing and thoughtfully
conceived range of local international cuisines in a variety of venues designed
to family gatherings and fine dining. Especially, the Smoki Moto, 1st floor,
seems to be the center of hustle and bustle, and is likely to win most fame and
fortune for the hotel. Our award-winning Korean Chef Min Lee, she has long term
culinary experience spanning Burj Al Arab Jumeirah - 7-stars luxury hotel in
Dubai and independent restaurants in South Korea. She brings her initiative,
creativity and excellent knowledge of culinary trends to Smoki Moto in
Renaissance Shanghai Caohejing Hotel. With her vast culinary experience and
knowledge of Korean cuisine, the Korean cuisine here is acknowledged as the
most authentic and worshiped by a large number of Korean guests.
Grand Hotels media :Nowadays, the hotel industry pays
great attention on characteristic cuisine and diverse culture. The competition
in banquet and accommodation services is also increasingly fierce. So, will
Renaissance Shanghai Caohejing Hotel put more efforts in these aspects?
Ms. Stanley Yin:Renaissance Caohejing takes every chance to help our guests
experience something new. We deliver a unique meeting experience “R.E.N.
Meeting” showcasing the personality of the brand, as well as celebrating the
inspired brand values: intriguing, indigenous, and independent. From locally
inspired beverage and food breaks, to the sights, scents and sounds that offer
an experience beyond a traditional meeting.
guests, particularly younger ones, have become increasingly reliant on their mobile
devices, and we are trying to adopt new technologies to appeal to them. “R.E.N.
Meetings Expert” - a mobile app that gives our guest’s control of the meeting
space from their smartphone. This platform provides distinctive experiences,
identifies key customer touch points, and executes signature programming to
consistently intrigue and satisfy our meeting planners and attendees.
at Marriott hotels now are able to check-in with just a few taps of their
mobile phones before their arrival. It makes travel easier than ever, all
guests have to do once they arrive at the hotel is walk up to the front desk
and pick up their pre-programmed key card.
酒店客人，尤其是年轻的客人，越来越依赖于他们的移动设备，我们正尝试采用更多新技术去迎合他们。“R.E.N. 会议专家” ——一项移动应用程序，让我们的客人仅通过使用智能手机便可对会议空间进行控制。该平台提供诸如，关键客户识别，以及专为会议发起者和与会者提供的签名程序等独特体验。