傲踞金茂，展君悦之风
——专访上海金茂君悦大酒店总经理及区域副总裁葛睿夫先生
4月的上海春风拂面，万物复苏，呈现出一副朝气蓬勃的景象。这座国际化大都市正以其崭新的面貌吸引着无数国内外的游客和商旅人员。在上海，金茂大厦、东方明珠、上海环球金融中心等地标性建筑都是值得一去的景点。而我们的主角就是傲踞上海金茂大厦之巅的上海金茂君悦大酒店，它是一家地标性五星级酒店。酒店总经理及区域副总裁葛睿夫先生将带领我们一起感受这座金茂之巅酒店的风采。
葛睿夫先生是地道的英国人，很小的时候就与酒店结缘了。他回忆说：“小时候，我父母会去很多的地方旅行，我时常会跟着他们，也住过很多的酒店，在记忆深处留下了对酒店最初的印象。后来高中毕业面临大学的专业选择，父亲希望我能和他一样从事金融行业。但我深知金融不适合我，所以先休息了1年时间，深思熟虑一下自己应该干什么。我找了一些书，想先定位一下去哪里工作。然后就看中一家伦敦的Mayfair Hotel，这是一家非常高端的五星级酒店。很庆幸我的求职申请通过了，并在那里工作了1年。这也让我也意识到我未来应该选择的方向。当时英国有一所萨里大学拥有酒店和饭店管理专业，因为我有Mayfair Hotel的工作经验，所以顺利地被录取了。毕业后，我就加入了凯悦酒店集团。开始了酒店生涯”。小时候的经历让葛睿夫先生对酒店产生了好感，是一些旅途的住宿体验感动了他。毕业后，他希望将这些美好的感受带给更多的人。至今为止，葛睿夫先生已经在凯悦酒店集团工作了近30年，曾接待过总统、首相、演员和各界名人。
葛睿夫先生的职业足迹始于伦敦的卡尔顿凯悦酒店，现如今担任上海金茂君悦大酒店总经理。中国带给他很多感动，他曾先后在澳门、香港和台湾工作过。当他再次回澳门的时候一位老员工认出了他。因为他平时工作注重每一个细节，一个微笑、一声问候让人记住了他，感受到了他的真诚，而他也把这种待人的理念传递给了他的团队。当然，中国带给他的感动远不止这些，他说：“初到上海时，我就被这座城市的发展所吸引，这是一座可以和伦敦、纽约和巴黎那些全球知名的大都市媲美的城市，各类国籍品牌汇聚于此，每天都有不一样的变化。”可见上海给了葛睿夫先生美的感官享受，而他将上海金茂君悦大酒店打造为业界数一数二的地标性酒店作为回报。“上海金茂君悦大酒店的成功，一部分是归功于它的地理位置，很多来上海的游客都会参观金茂大厦，这也间接帮助我们收获了更多的顾客。酒店位于88层金茂大厦的53-87层，地处浦东高速发展的商业金融区陆嘴的中心，离上海国际会议中心仅五分钟，距豫园和外滩、以及大道旁耸立的古典风格建筑群只有十分钟路程。夜晚华灯初上，景色怡人，既可以观赏到浦江两岸的美景，也能站在金茂之巅感受到这座城市的与众不同。”葛睿夫先生如是说。诚然，顾客在酒店内眺望着窗外的美景，窗外的人在憧憬着酒店的精致。
我们知道每年都会有很多国际五星级酒店拔地而起，若要保持长盛不衰，必须有其不可复制和不可替代性。因此葛睿夫先生总是精益求精，从装修的设计、员工的待人接物、顾客的反馈、美食的挑选到酒店的项目活动，葛睿夫先生都一丝不苟。
上海金茂君悦大酒店的设计非常接地气，在现代艺术中融入了中国传统文化，内部装饰简洁但不失时尚，色调温馨。其中为酒店手工订制的地毯图案，写意地呈现出中国汉字“回”，寓意着“回家”，能让人感受到如归家般的温馨亲切。此外，酒店在细节的布置上也非常的人性化。比如酒店的景观座位是为顾客的观景特意打造的。很多顾客订餐时会致电酒店，希望选择靠窗的座位，但是在上海金茂君悦大酒店，你完全没有必要担忧会订不到好的座位，每个人都能在美景中品味佳肴。因为酒店加高了后排的座位，这样后排的顾客也能饱览到窗外的景色。酒店特有的“女士客房”会针对女性住客提供一系列女士物品；“纯净客房”则通过多种专业技术为敏感人群提供安逸舒心的睡眠环境。在这里，我们能切身地感受到酒店的点滴用心与呵护。
酒店的服务团队是酒店成功的一大关键因素。葛睿夫先生告诉我们：“经常会有一些年轻人加入上海金茂君悦大酒店，酒店会倾注很多时间来引导和协助她们。我非常看重宾客和员工的互动，因为从交流中能获得很多信息，了解顾客的满意度，从而做出最快最准确的调整。我们的团队拥有专业的酒店知识，具备充沛的服务热情。我一直强调细节是最重要的，所以一个微笑、一个手势、亦或是一个眼神都要让宾客感受到温暖和体贴。”在对葛睿夫先生的采访中，我们也感受到了这个团队待人接物的细致，举止礼仪都突显了五星级酒店的高标准。
我们了解到葛睿夫先生曾担任过宴会经理和餐饮部总监，所以在统筹酒店的各项事物时，也会更加注重酒店的餐饮。谈及酒店的美食，葛睿夫先生向我们夸赞到：“目前酒店拥有10家颇具规模餐厅和酒吧，分别提供粤式、日式、意式、烧烤等多国美食。无论是淡季还是旺季，前来品尝美食的顾客总是络绎不绝。因为在秉持凯悦集团的高标准要求下，酒店非常注重融合本土化元素，以满足不同顾客的美食需求。”当下，食品安全问题日益突出，顾客非常关注美食的食材是否安全。但在上海金茂君悦大酒店顾客可以安心地享用每一道美食，因为酒店坚持选择具备可持续发展的和尽责的餐饮供应商，所有的食材都是绿色无污染的。酒店知道用心才能打动每一个来此的顾客。当前整个餐饮市场的竞争非常激烈，但在这样的大环境下，酒店依然保持优秀的业绩，拥有一大批忠实的顾客。说明酒店的一直保持着相当高的水准，用实力吸引着每一位顾客。
葛睿夫先生还和我们分享了一些有意义的活动。他带领酒店在慈善和公益方面献出了自己的一份力量，设立了一些奖学金来帮助求学者；“地球日”活动也为环境和能源的可持续发展做出了贡献。葛睿夫先生还传递给我们这样一个信息：“现如今有很多的家长会关注到孩子成长的各方面，除了学习方面的提升，家长也希望帮助孩子提高动手能力。为此，酒店也举办了一些活动来培养孩子的动手能力。青少儿的烘培活动就是一项帮助孩子学习和掌握烘培技能的活动。”酒店会认真地分析每一个群体，会站在每一位顾客的角度考虑问题，用用实际行动发声。
Full of Charm and Glamour, Grand Hyatt Shanghai
Crowns Jin Mao Tower
----Exclusive Interview with Mr. Richard Greaves, General Manager of Grand Hyatt Shanghai
and Area Vice President
A native of Britain, Mr. Greaves traces his relationship with hotels back to his childhood. He recalls, “When I was a young boy, my parents traveled a lot, and as they usually took me along I was able to get my very first impressions of hotels. When I left school and was about to enter a university, my father hoped that I would choose to study finance just as he had done, but I was quite sure finance was not for me. So I took a gap year for a careful consideration of what I wanted to do and studied some books to get some ideas and career advice. Then, Mayfair Hotel, an upscale 5-star hotel aroused my interest and I applied for a job there. Luckily, I was accepted and worked in the hotel for a year and it was while working there that I realized the hotel business would be my lifetime career. Then, thanks to my experience with Mayfair Hotel, I was admitted to the undergraduate program in hotel and restaurant management at the University of Surrey. After graduation, I joined Hyatt Hotels Corporation to start my hospitality career.”
It was this favorable childhood memory of hotels and a few good experiences while staying at hotels that made him choose a hospitality career. And he hopes to make such good experiences available to more people. Over the past 30 years of working at Hyatt Hotel Corporation, Richard has had the honor of having his hotels host numerous celebrities including heads of state, presidents and prime ministers, as well as stars of stage and screen and other important figures.
Richard’s career at Hyatt Hotels Corporation started with Hyatt Carlton Tower, London and continued until he is now General Manager of Grand Hyatt Shanghai. Having worked in Macao, Hong Kong and Taiwan, he has considerable experience of working in China. His attention to detail, friendly attitude and warm greetings always give an impression of sincerity, so that he was immediately recognized by a veteran staff member when he went back to Macao for a second time. Furthermore, he always sets a shining example for his team, which is always happy to follow his lead. He has learned a lot from his career in China and says, “Shanghai is a truly international metropolis, in which the economic prosperity and cultural attractions are comparable to those of London, New York, Paris and other international counterparts. When I first came to Shanghai, I was fascinated by the phenomenal growth of this vibrant city, where there are international retailers from all over the world and where exciting changes are taking place every day.” With his enjoyment of Shanghai, Richard expects to turn Grand Hyatt Shanghai into a premier landmark hotel partly in return for what Shanghai has given him. “The success of Grand Hyatt Shanghai is partly attributable to its favorable geographical location. Many visitors to Shanghai come to view the sights from the top of Jin Mao Tower, and many of them are likely to become part of our client base.”
Crowning the prestigious 88-storey Jin Mao Tower, Grand Hyatt Shanghai begins on the 53rd floor and rises to the 87th floor. Situated in the center of the Lujiazui business and financial district in Pudong, it is a 5-minute drive to Shanghai International Convention Center and a 10-minute drive to the Yu Garden and the Bund, The Bund is lined with magnificent buildings in classic architectural styles and as darkness falls, the city skyline becomes illuminated and then ablaze with splendor. You may roam the river bank for a fascinating river view or command a breathtaking panorama from the top of Jin Mao Tower. Those down below cannot help coveting the lavishness of the hotel while hotel guests are enchanted by the fascinating nightscape as they gaze out of the windows.
As is known, international 5-star hotels have mushroomed in Shanghai over the years, so that the hotel must maintain the competitive advantages it has that cannot be replaced or replicated, in order to keep its operation thriving. Therefore, Richard keeps making refinements and striving for perfection in everything, from choosing art decor for the hotel, conducting staff communication training, obtaining customer feedback, selecting food ingredients to organizing events and activities.
Incorporating traditional Chinese cultural elements into modern artistic designs, the decoration of Grand Hyatt Hotel is uncomplicated, stylish and warm. On each of the handmade customized carpets, there is a pattern in the shape of “回”, the Chinese character meaning “coming home”, which offers guests unique homecoming intimacy. In addition, thoughtful arrangements have been made in certain areas with, for example, seats at the hotel restaurants being positioned so that each commands a view. In general, customers tend to prefer window seats when making telephone reservations at restaurants and, at Grand Hyatt Shanghai, this is not a problem. With seats at the back elevated, every diner can enjoy picturesque views while savoring delicious food, wherever he sits in the restaurant. Also, a range of amenities dedicated to women guests is available in women-exclusive suites. Pure Room, an allergy-friendly Grand Deluxe room, includes a disinfection air unit, an air purifier and allergy friendly bedding to create a pure air environment and experience. This keen attention to detail and flawless care is reflected in every aspect of the hotel operation.
The key to Grand Hyatt Shanghai’s success is the hotel’s outstanding service team. Richard says,“As young people come to join Grand Hyatt Shanghai on a regular basis, a great deal of time is devoted to their guidance and support. We attach great importance to the staff’s communication with guests, from which valuable information is collected on the degree of satisfaction. From the information gained, the necessary adjustments can be made as quickly and as accurately as possible. Our service team is well trained with comprehensive hospitality knowledge and an enthusiasm for excellence. As we always attach vital importance to critical details, each staff member is expected to show care and hospitality, wear a warm smile, make helpful gestures, and look sincere.” During our interview with Richard, we were given a glimpse of the refined approach and demeanor that conform to the demanding 5-star hotel standards.
As far as we know, Richard used to hold positions such as Banquet Manager and Food and Beverage Director and, therefore, he attaches high importance to food and beverage in the overall management of the hotel. Speaking of the delicacies offered at Grand Hyatt Shanghai, he is rather proud that the hotel’s ten dining outlets are among Shanghai’s most magnificent, and are where Cantonese, Japanese, Italian and other global cuisines are offered. Guests arrive to try the hotel’s delicacies in a constant flow the year round and to satisfy discerning and varying palates, local flavors are incorporated into the hotel’s menus without compromising Hyatt’s high standards. Currently, there is rising awareness of food safety issues subsequent to a growing number of food safety scandals reported in the media. However, at Grand Hyatt Shanghai, guests may enjoy each individual dish free from worry, since each is prepared with organic, pollution-free food ingredients supplied by reliable and responsible vendors on a regular basis. It is acknowledged that considerable efforts must be made and enormous care taken in order to win the hearts of guests. In the fiercely competitive catering market, the hotel has given an outstanding performance and maintained a loyal customer base. This is an indication of the exceptionally high standards being maintained by Grand Hyatt Shanghai.
Richard also gave us details of some meaningful activities held at the hotel. For example, the hotel has contributed to charity and public welfare by endowing a scholarship fund, improving environmental protection and conserving energy through the “Earth Hour” program. Richard also mentioned some other changes relating to children. “Nowadays, parents are better aware of the importance of the all-round development of their children. They expect their children to have not only academic excellence but also physical dexterity. In order to meet such needs, the hotel has launched a series of activities, such as a baking workshop that teaches and trains young people how to bake.”
With careful analysis of each customer segment, and insight into the perspective of each individual customer, concrete actions are taken to boost the level of service and the reputation of the hotel.
Richard and his team have turned Grand Hyatt Shanghai into a premier upscale hotel with humanistic care and considerate service that is reflected in its dealing with its guests on a daily basis. With the start of the New Year, there will be new opportunities as well as new challenges. We firmly believe that Grand Hyatt Shanghai will continue its fruitful journey of earning the trust of each individual guest with its wholehearted service of consistently high standard. It is expected that more and more visitors will ascend Jin Mao Tower for a panoramic view of the Huangpu River and more and more guests will arrive at Jin Mao Tower for the charm and glamour of a stay at Grand Hyatt Shanghai.