杜爱华, 佛山希尔顿花园酒店总经理 – Angel Du, General Manager, Hilton Garden Inn, Foshan.
1. 佛山希尔顿花园酒店是希尔顿集团新晋中国品牌，它与其他希尔顿旗下的酒店有何不同？Hilton Garden Inn, Foshan, is a new Chinese brand under the Hilton Group. How is it different from other Hilton hotels?
Hilton Garden Inn, belonging to Hilton hotel management group, is designed to provide high-quality service, advanced facilities and moderate pricing for guests. In another word, it is a high-end focused service hotel brand. The characteristics of HGI are to meet customer’s needs and reduce their unnecessary service facilities by providing a high level of services and enabling customers to truly experience a cost-effective stay. To point out some differences, the design and layout of the hotel is more humane and the service provided by employees is more comprehensive and detailed. All these minor adjustments are highly praised by travellers seeking for a high quality stay while maintaining a reasonable price. HGI’s level of guest satisfaction stands at a high status in similar competitors.
2. 说出客人能从佛山希尔顿花园酒店所期待三个的特色。2. Name three features of Hilton Garden Inn, Foshan, that customers can expect.
One of the most important features is its high-cost performance; we believe this is also an important factor in the rapid development of our market in Foshan. We are dedicated to going above and beyond in every moment of the guests’ stay. Whether is from the facilities equipment of the hotel or our team members’ knowledge and training, they are rooted in the needs of guests. Although HGI is different from other Hilton full-service brands in its manning structure, the overall service standard measurements are unified.
The second feature of the brand will be the warmth and comfort proliferated from not only every corner of the hotel environment but also every heart of our team members. HGI has a full-service restaurant and bar that offers cook-to-order breakfast and in-room dining service. There is a full bar at the lobby that allows you to relax after a busy day. From the advanced fitness centre to relieve pressure and exercise the body to the complimentary printing and wireless internet services, we can fully meet everything a guest needs.
Of course, we also have our customers’ positive feedbacks on our convenience aspects. This was also the most vital factor for all business travellers. Convenient facilities and geographical location are the two most valued points for guests to choose us and happily recommend us to their friends and relatives.
3. 作为一名从营销背景出身的管理者，你从中如何受益并运用在酒店管理上呢？As a General Manager with a strong background in sales, how can you benefit from this experience and apply it to hotel management?
I personally have engaged in the hospitality industry for nearly 20 years. In fact, in my career life, there has been a lot of excellent mentors and all kinds of outstanding competitors who helped me to achieve what I have become today at different phases and levels. With this gratitude, I also hope that I can cultivate more team members into a talented and dedicated person in this industry. As a manager, what is more important is to teach them a way of handling problem instead of just handling a problem itself, so letting the team grow and develop is the most effective way and the key to success, especially at present hotel industry, talented team members are very scarce due to the market’s high demand. At the property level, many are faced with the problems of high turnover rates and labour shortage and so on, so retaining talented employees and maintaining good training in my work and getting business from the market are equally important. A famous quote in marketing: ” there is no off-season market, only the idea of off-season” has strengthened my mindset that only by improving service quality and stabilising the market share can we retain more repeat customers. Through nearly a year’s effort, our hotel has achieved success in many ways. I am glad to see that the hotel team is growing up and the Garden Inn brand is holding more and more market share in Foshan.
4. 目前女性总经理人才辈出、出类拨萃，而希尔顿品牌亦倡导女性领导力。你认为作为一名女性总经理，会对酒店的管理拥有哪些优势或新的见解呢？Currently, there are more and more female GMs anywhere and Hilton advocates such a trend. What advantages or new sights do you think as a female GM would have to contribute to the management of a hotel?
Female leadership has been paid more and more attention to, especially in the development of service industry. As a female general manager, I will observe our team member’s development and needs in a subtler but detailed way. In negotiating business, I tend to understand more on the requirements and objectives of different customers; In daily management, I require a more careful and rigorous approach to let employees grow and learn from their work. For most young people who enter the society, they are like children who are lost without having a clear direction, they need more effective guidance and helps. I want to approach them and coach them in this way so that they can avoid stumbling and falling while passing through the road of career development. I hope to guide them through and let them understand their potential in themselves and foresee their own future. By doing so, I am sure they would develop a positive energy in work and life every day and in turn to cause a positive effect on everyone around us.
5. 你如何看待精品酒店型酒店在佛山的发展？How do you think of the development of boutique hotels in Foshan?
精品酒店在佛山的发展非常的快速，投资回报率远远高于豪华酒店，这也让投资者们对这种新的投资模式乐此不疲，当然这也证明了精品酒店在市场上的生命力和竞争力。目前在佛山市场上的精品酒店是百花齐放，不论是国内各大知名品牌还是国际一线的酒店管理公司都纷纷驻足于这个毗临广州的热门城市。精品酒店每个品牌都有自己非常鲜明的个性和服务特色，从酒店的产品设计、店内的功能区的分布和各自独特的吸引力都有很大的不同， 所以针对的目标顾客群体也是非常明确的， 这让顾客们根据不同的出行目的，不同的差旅预算等等都有了更多的选择，如果说豪华酒店强调奢华，那么精品酒店就是在强调深刻、精致“文化+物质”的消费体验。佛山希尔顿花园在短时间内提升市场占有率并让顾客接受并推荐这个品牌，其实和大部分精品酒店一样，我们更注重自己的个性/唯一性。
The development of boutique hotels in Foshan is very fast and the return rate of investment is far higher than luxury hotels, which allows investors to enjoy this new investment model. Of course, it also proves the vitality and competitiveness of boutique hotels in the market. At present, the boutique hotels in Foshan market are blossoming. First-line hotel management companies have settled in this popular city next to Guangzhou. They appear from traditional domestic brands to well-known international brands. Each brand of boutique hotel has its own distinctive personality and service characteristics ranging from the hotel product design, the distribution of functional areas to their unique attraction tools. All the above is very clear which gives customers more choices for different travel purposes, different travel budgets and so on. If luxury hotels play on their grandiose WOW experience, then we Hilton Garden Inn Foshan emphasise on improving market share quickly and let customers accept and recommend this brand after their stays by paying more attention to our personality/uniqueness.
DB：我们能从什么渠道了解更多佛山希尔顿花园酒店？Where can we get more information about Hilton Garden Inn, Foshan?
微信公众号 WeChat Account：HGI_FS