文/本刊記者 李靜

酒店管理沒有國籍之分
——訪重慶希爾頓酒店、重慶希爾頓南山溫泉度假酒店總經(jīng)理冀宏飛

文/本刊記者 李靜

2002 年，作為國際五星級酒店品牌的代表， 重慶希爾頓酒店率先進(jìn)駐重慶。從開業(yè)至今，整整八年的時間，希爾頓伴隨著重慶的發(fā)展經(jīng)歷著翻天覆地的蛻變；也正是在這八年的時間里，希爾頓酒店在重慶人心目中建立了頗高的知名度。

作為世界上最成功，最強(qiáng)大的酒店管理集團(tuán)之一，希爾頓將它的企業(yè)文化及品牌理念帶到重慶，并為重慶的酒店業(yè)發(fā)展寫下了至關(guān)重要的一筆。作為重慶城市發(fā)展的見證者和重慶本地市場的引領(lǐng)者，希爾頓酒店自然與重慶有著千絲萬縷的聯(lián)系。本期，我們有幸對話重慶希爾頓酒店及即將開業(yè)的重慶希爾頓南山溫泉度假酒店總經(jīng)理冀宏飛，由這位來自浪漫國度法國的外籍管理者為我們講述希爾頓在重慶的發(fā)展點滴。

最好的五星酒店需要最優(yōu)秀的管理者

“希爾頓是一座最好的五星酒店，需要最好的管理者去管理它。作為高品質(zhì)的酒店需要提供更加優(yōu)質(zhì)高效的服務(wù)，以此來適應(yīng)迅速發(fā)展的經(jīng)濟(jì)需求。作為本地市場的引領(lǐng)者，我們將為商旅人士和會展組織機(jī)構(gòu)提供更優(yōu)質(zhì)的服務(wù)和更具競爭力的產(chǎn)品?！?/p>

冀宏飛的中國之緣始于到北京的一次旅游，初次踏上中國的熱土，他便被北京這個城市的企業(yè)家情愫所深深吸引，強(qiáng)烈的好奇心驅(qū)使著他進(jìn)一步認(rèn)識這個迷人的神秘國度。在他看來，不同的城市有著不同的文化故事，就像北京有著名的烤鴨，重慶有麻辣火鍋一樣，截然不同卻正是它的魅力所在。

早在今年三月抵達(dá)重慶之前，冀宏飛便已通過媒體對這個城市有所了解。當(dāng)?shù)弥约嚎赡軙徽{(diào)派到重慶希爾頓酒店擔(dān)任總經(jīng)理一職，冀宏飛便提前飛到重慶作了一次前期“探路”。當(dāng)他目睹重慶的飛速發(fā)展，意識到這種巨大潛力時，心中頓生一種強(qiáng)烈的期盼，期盼自己能成為這個城市的一員。正因如此，冀宏飛當(dāng)即便答應(yīng)接任該職務(wù)。除了想與重慶人分享自己對美食的鐘愛，冀宏飛更期望他的熱情好客能為客人帶來切實難忘的親身體驗，從而為重慶酒店業(yè)樹立嶄新的標(biāo)桿。

“隨著西部大開發(fā)的進(jìn)一步深入，重慶正在引領(lǐng)著廣大的內(nèi)陸地區(qū)更進(jìn)一步地與發(fā)達(dá)城市和國際接軌?，F(xiàn)在，越來越多的外商獨資、合資企業(yè)將在重慶設(shè)立總部或分公司，國內(nèi)外項目或旅游考察團(tuán)會選擇來到重慶，各項重要的國際會議也會選擇在重慶舉辦，重慶會變得越來越國際化。”冀宏飛信心十足。

52 The World And Chongqing

員工是最好的企業(yè)文化

事實上，自酒店開業(yè)以來，重慶希爾頓酒店已囊括多項榮譽(yù)，其中包括“2006 中國最佳商務(wù)酒店”獎等多個國內(nèi)酒店業(yè)代表性獎項，由此可以證明重慶希爾頓為重慶酒店業(yè)的發(fā)展所作出的巨大貢獻(xiàn)已獲得國內(nèi)酒店業(yè)的廣泛認(rèn)可。

對此，冀宏飛告訴記者，重慶希爾頓酒店的成功在于希爾頓集團(tuán)的核心價值觀，隨著希爾頓集團(tuán)在全球的快速發(fā)展，集團(tuán)的核心價值觀也在引領(lǐng)整個團(tuán)隊不斷地為客人創(chuàng)造非凡體驗，為團(tuán)隊成員建立舒適怡人的工作環(huán)境。身處競爭激烈的酒店行業(yè)，那些脫穎而出的佼佼者們總能為客人提供最大限度的可能性，從而贏得客人的高度評價?？梢钥隙ǖ氖牵麄€員工隊伍是酒店業(yè)務(wù)發(fā)展的前提，若對員工沒有足夠的關(guān)心與關(guān)愛，我們對賓客的所有承諾都將無法實現(xiàn)。在與記者的談話中，冀宏飛也一直反復(fù)強(qiáng)調(diào)，團(tuán)隊是最重要的，“我們有最好的員工，這就是我們的企業(yè)文化?！?/p>

作為一個擁有超過 27 年豐富、專業(yè)的酒店行業(yè)服務(wù)及管理經(jīng)驗的管理人員，冀宏飛的職業(yè)生涯是在不同國家管理酒店的經(jīng)驗綜合，他一直堅持酒店管理沒有國籍之分，不論外籍或本國的管理人員，是沒有區(qū)別的，只要你接受他們的文化。“我曾經(jīng)在倫敦、日本、韓國等國家工作過，所以我知道，歐洲人很直接，而亞洲人比較含蓄。在中國，我所要做的就是讓自己適應(yīng)這里的一切，不論是天氣、語言，還是與員工的溝通方式等等。我需要以正確的方式與團(tuán)隊成員進(jìn)行準(zhǔn)確有效的溝通，這是與他們建立良好關(guān)系的關(guān)鍵所在?！?/p>

“我來到重慶希爾頓酒店工作不是為了徹底革新這里本來的一切，而是在原有的基礎(chǔ)上進(jìn)行完善和更新，讓它更完美?！?/p>

冀宏飛以他自己的方式傳遞其獨特的管理理念，“我來到重慶希爾頓酒店工作不是為了徹底革新這里本來的一切，而是在原有的基礎(chǔ)上進(jìn)行完善和更新，讓它更完美。”冀宏飛熱愛傳統(tǒng)的事物，就像中國傳統(tǒng)的文化底蘊。但同時他也時刻準(zhǔn)備去完善，去創(chuàng)新，如此才能契合重慶這個國際化都市不斷進(jìn)步的現(xiàn)代感。他致力于提高服務(wù)質(zhì)量和激發(fā)團(tuán)隊成員的工作積極性，以獲得賓客更高的滿意度和忠誠度。“我們是在用心為客人提供服務(wù)。”冀宏飛滿懷熱情的說。

重慶獨特的地理位置，也造就了重慶人的熱情和豪爽，這些優(yōu)點也是作為服務(wù)行業(yè)所必須具備的。希爾頓非常注重員工的發(fā)展，鼓勵他們朝著更高的層次去努力和進(jìn)步，這樣也增加了員工的凝聚力，減少員工流失率，利于酒店的發(fā)展。“我非常關(guān)注酒店市場的良性發(fā)展，并且希望增加更多的關(guān)注度和擴(kuò)大酒店知名度，因此我會著重于市場推廣方面，同時也會和政府部門建立良好的合作關(guān)系，得到當(dāng)?shù)卣闹С趾蛶椭欠浅Ｖ匾摹！奔胶觑w坦言。

在競爭中脫穎而出

五星級酒店的快速崛起是重慶經(jīng)濟(jì)發(fā)展的重要標(biāo)志。隨著對國際品牌酒店的需求不斷提高，重慶已經(jīng)成為西部高星級酒店發(fā)展最快的地區(qū)。面對這樣的競爭形式和壓力，冀宏飛表示，重慶希爾頓酒店地處渝中半島的核心區(qū)域，交通方便，有它獨特的地理優(yōu)勢，從開業(yè)至今，作為世界知名的酒店品牌，也取得了良好的經(jīng)營業(yè)績和美譽(yù)度。重慶在發(fā)展，競爭無可避免，更多的酒店落戶重慶也為顧客提供了更多的選擇?！拔覀兾ㄓ性诒３衷袃?yōu)勢的基礎(chǔ)上，不斷的提高和進(jìn)步。針對酒店設(shè)施，我們也會逐步進(jìn)行更新和升級，而在服務(wù)方面，也會積極努力，為客人提供優(yōu)質(zhì)和高效的個性化服務(wù)?！?/p>

同時，冀宏飛也談到，重慶希爾頓南山溫泉度假酒店將于今年秋季開業(yè)，這也是希爾頓在渝發(fā)展的第二家酒店，也為“希爾頓全球”提供了一個拓展中國市場的全新機(jī)會。他相信，憑借希爾頓集團(tuán)的美譽(yù)度和度假村本身的優(yōu)質(zhì)設(shè)施，重慶希爾頓南山溫泉度假酒店一定可以成為同行業(yè)中的佼佼者，重慶與希爾頓的二度攜手再次讓人期待，重慶希爾頓南山溫泉度假酒店在重慶的發(fā)展歷史上將是另一段美好的篇章。

In 2002, Hilton Chongq ing, the first p ioneer 5-sta r ho te l in Chongq ing w as estab lished. Throughou t its 8 years o f operation, the hote l has p rog ressed a long w ith the c ity's rap id d eve lopm en t and built a w e lles tab lished b rand nam e am ong the p eop le o f Chongq ing.

As one o f the wo rlds m ost successfu l and powerfu l ho te l g roup, Hilton b rought its corporate cu lture and b rand philosophy to Chongq ing, m aking a significan t contribu tion to the loca l ho te l industry. Bearing w itness to the deve lopm en t o f the city and as a leader in the lo c a l m a rke t, H ilton and Chongq ing sha re an inextricab le bond. For this issue, we have the p leasu re to invite M r. Jean-Philippe Jacop in Genera l Manage r o f Hilton Chongq ing and the soon to open, Hilton Chongq ing Nanshan Resort & Spa, a French executive, to sha re w ith us the d eve lopm en t o f Hilton in Chongq ing.

The Best Five Star Ho te l Requ ires the Best M anager

Jean-Philippe's a ffair w ith China started w ith a trip to Beijing; then he was rea lly im p ressed by the entrep reneuria l fee ling o f the c ity and his curiosity p rom p ted him to d iscover m o re o f this fasc ina ting and enigm atic coun try. In his view, d ifferent c ities have d ifferent cu ltures, like the fam ous roast duck in Beijing and the hot-pot in Chongq ing; their cha rm lies in being com p le te opposites. Prior to arriving in Chongq ing in Ma rch this yea r, Jean-Philippe had hea rd a lot about Chongq ing from d ifferent m ed ia sou rces. After tou ring the c ity, he imm ed iate ly accep ted the position as Genera l Manager o f Hilton Chongq ing as he cou ld see the trem endous potentia l in this fast g row ing c ity and strong ly fe lt that he wanted to be a part o f this am azing adventure. Not on ly does Jean-Philip pe w ant to share w ith the peop le o f Chongq ing his g reat love fo r gastronom y, he a lso w ishes to transpose his g reat p assion fo r hosp ita lity in to a tru ly m ean ing fu l experience fo r his guests, in turn c rea ting a b rand m anifesto fo r the futu re o f Chongq ing. Fo llow ing the rap id steps o f “Go-West” p rog ram, which aim s to encourage the g row th o f industries in the in land w este rn and centra l reg ions o f the country, Chongq ing has been designated as the co re c ity o f this p ro jec t. “Mo re and m ore in ternationa l com panies are now keen to invest in Chongq ing, setting up headqua rte rs o r subsid iaries he re. Dom estic and in ternationa l tourism g roup s as w e ll as significan t in terna tiona l con ferences have a lso c ho se n to ho ld the ir e ven ts in Cho ng q ing. In te rna tiona liza tion has p rog ressed rap id ly in Chongq ing ove r the yea rs” said Jean-Philip pe rea ffirm ing h is con fid ence fo r the p rog ress o f Chongq ing.

Em p loyee is the Best En terp rise Cu ltu re

Since opening, Hilton Chongq ing has ga rne red m any reputab le awa rds inc lud ing 'Best Business Ho te l in Ch ina'. These aw a rd s fu rthe r cem en t Hilton Chongq ing's repu tation and contribution to the hote l industry in Chongq ing. Jean-Philippe to ld us tha t the reason for Hilton Chongq ing's success lies in the c lea r and strong core va lues o f the Hilton G roup. W ith rap id ho te l openings ac ross the g lobe, those core va lues are m o re im portan t than ever in guid ing the organization to continue creating extraord inary Hilton experiences fo r our guests and a p leasant working environm en t fo r our Team Mem bers. In today's com petitive ly dynam ic hote l industry, the w inners are those tha t can de live r superb ove ra ll va lue to their guests by o ffering m axim um choices and flexib ility - in where, when and how guests choose to work, re lax, soc ia lize and en joy them se lves. Certain ly, a ll this wou ld not be possib le w ithout the care and attention o f a ded icated Team, who is the frontline o f our business to ensure and further persona lize the 'Guest Expe rience'. During the conversa tion, Jean-Philippe a lso repeated ly em phasized that teamw ork is m ost im portant, “retaining and deve lop ing ou r Team Mem be rs is an in teg ra l aspec t o f ou r co rpo ra te cu lture”.

As a ho te lier w ith m o re than 27 years' experience in the ho te l industry, Jean-Philippe strong ly be lieves tha t na tiona lity is not a d iffe rentiating fac tor; whether foreign or loca l m anagem en t, the re are no d ifferences as long as you accep t and learn from each other and turn it into streng ths bene fic ia l for a ll. “I used to w ork in Sw itzerland, Eng land, Northern Ire land, Japan and Korea; now I am in China and I have to adap t m yse lf to m y new environm ent whethe r it is the weather, the food, the cu lture p rac tices, language and comm unication w ith team m em bers. Europeans a re d irec t and Asians are rese rved, there fore, I need to find the right ba lance to comm unicate c learly and m ake fruitfu l com fortab le and happy encounters w ith each and every one o f our Team Mem bers as it is the key to connec ting and build ing re lationship s w ith others.”

Jean-Philippe im p resses his unique concep t in his own way, “I am here to beg in an evo lution, not a revo lution.” Jean-Philippe likes trad itiona l things, like the Chinese cu ltu ra l trad itions but he a lso leaves a door open to changes, innovation and orig ina lity, which are in trinsic va lues that fit together in the p rog ressive m odern im age that Chongq ing is build ing in today's internationa lized wo rld. He is striving to ac t on service im p rovem ents, sta ff m o tivation and any key attribute that he lp derive ove ra ll guests' satisfac tion and loya lty.“We evo lve in a business that can wo rk 'Mag ic' on peop le by just o ffering an experience that com es from the 'Hea rt'.”

“Chongq ing's unique geog raphica l loca tion con tribu tes g rea tly to the w a rm th and friend ly charac teristics o f its peop le which are high ly regarded tra its fo r the hosp ita lity ind us try. Plac ing g rea t em phasis on Team Mem bers' persona l and caree r deve lopm en t, Team Mem be rs a re encou raged to p rog ressive ly strive harder and highe r. This has he lped to m aintain sta ff cohesion and reduce sta ff turnover, the basis fo r a suc cess fu l ho te l ope ra tion. Besides es tab lishing positive re la tionship s w ith the loca l gove rnm en t and au thorities, I a lso hope to work c lose ly w ith the loca l comm unity and contribute to the positive deve lopm en t o f Chongq ing's ho te l industry,”said Jean-Philip pe.

Show ing Itse lf in the Com pe tition

The boom o f 5-star hote ls in Chongq ing is a rep resenta tion o f the econom ic p rog ress o f the c ity. The ho te l industry in Chongq ing has seen a p rog ressive dem and for in ternationa lly b randed ho te ls and has becom e the fastest g row ing reg ion for 5-sta r hote ls in Southw est China. Hilton Chongq ing has been ab le to m aintain its position in the industry due to its unpa ra lle l opera ting perform ance and reputation as a w orldrenowned ho te l b rand. This fast deve lopm en t o f the c ity b rings keen com petition, inevitab ly p rovid ing m ore choices fo r the d isce rning business and leisu re trave le r. As exp ressed by Jean-Philip pe, “In the face o f stiff com pe tition, Hilton Chongq ing's so lid ope ra ting foundation aim s to continue p rovid ing high qua lity p roduc ts and service; we w ill m ain tain our com pe titive a d van tag e th roug h ou r re len tle s s q ue s t fo r im p rovem en t to m eet and exceed the needs and wants o f ou r guests. By stand ing fo r op tim ism and p rac tica lity and constan tly up dating our p roduc t o fferings w ith p e rsona lized gues t se rvice, w e w ill m ain ta in a com fo rtab le position as leade r in the hosp ita lity industry.

Jean-Ph ilip p e a lso m en tioned tha t H ilton Chongq ing Nanshan Reso rt & Spa w ill be opened this autum n; this is the second Hilton hote l in Chongq ing, which a lso p rovides a new opportunity fo r Hilton Worldw ide to expand its p resence in the Chinese m a rket. He be lieves that luxu ry p roduc t o fferings and com p rehensive rec rea tiona l fac ilities de live red by Hilton's wo rld-renowned service standa rds, Hilton Chongq ing Nanshan Resort & Spa is w e ll-positioned to be the leade r in Chongq ing's resort and spa industry. We expec t the second coope ration between Chongq ing and Hilton, to be another good text in the history o f Chongq ing's deve lopm ent.

There is no Nationality in Hotel Management— — In te rview w ith Jean-Philippe Jacop in, Gene ra l Manager o f Hilton Chongqing and Hilton Chongqing Nanshan Resort & Spa.

W ritten by Aggie and Gary Hynson