日增月盛，高飞远举
专访澳门JW万豪酒店及澳门丽思卡尔顿酒店
营运副总裁马立祺先生
此次的采访是我们《大酒店》杂志封面的常客马立祺先生。再一次的重逢，缘于一种默契，一种互相的信任。时隔近一年，马先生同样是作为澳门JW万豪酒店及澳门丽思卡尔顿酒店营运副总裁出现在我们的封面故事上。距离2015年5月27日澳门JW万豪酒店及澳门丽思卡尔顿酒店的盛大揭幕快1年了，马先生将给我们带来这一年酒店新的动态。
每次的采访给我们的感觉就像一次老朋友的聚会，马立祺先生一如既往的风趣幽默。作为国际品牌的营运副总裁，他平易近人，但举手投足间依然不乏领导人的风范。
提到澳门，我们会想到这是中国人均GDP最高的城市，主要以第二产业和第三产业为主。每年有成千上万的游客慕名而来，体验这座城市独特的繁华与别致。澳门是一个弹丸之地，各个景点之间的距离很近，可以步行游览，交通也非常发达。现今，来澳门旅游度假的人逐年增多，就是为了一睹澳门独特的城市风采和高速发展的经济。澳门未来发展定位是世界旅游休閒中心，而酒店业作为拉动经济增长的重要力量，在澳门的产业结构中，其增加值急速膨胀。毋庸置疑，酒店业是一个市场极其广阔的行业，它不仅与人们的商旅出行、住宿休闲等刚性需求息息相关，更是消费类产业资金的重点投资方向。
马立祺先生加入酒店行业已有30多年，30年风云巨变，马立祺先生积累了很多成功的经验和改革思路。他集万人之言，汇聚领先的智慧，创造了一个又一个丰功伟绩。自2015年5月开幕以来，澳门JW万豪酒店和澳门丽思卡尔顿酒店已经深受世界各地的认可及赞誉，屡获多项殊荣，卓越的表现赢尽了宾客及业界合作伙伴的口碑。两家酒店开业不到一年，已获得《米芝莲指南》、《Hong Kong Tatler》、《南华早报》、《SpaChina》、《CEI》及「亚洲酒店设计大奖」《Asia Hotel Design Award》等权威刊物的高度评价及奬项。澳门丽思卡尔顿酒店更于今年4月在上海举行的「第九届TTG 中国旅游大奖2016」颁奖礼上再下一城，在众多获提名的酒店中脱颖而出，赢得「最佳豪华酒店」的美誉。
两间酒店的品牌形象各有不同，同样能够提升访澳人士的旅游体验，重新诠释澳门奢华酒店服务的标准。澳门JW万豪酒店在开幕至今，入住率均达九成以上，而澳门丽思卡尔顿酒店在过去的3个月入住率几乎全满。两间酒店开业前，马立祺先生一直致力于酒店的开业筹备，到如今，酒店取得如此骄人成绩，马先生可谓功不可没，当然这些成功的背后也离不开所有澳门JW万豪酒店员工及澳门丽思卡尔顿的绅士淑女们的配合与努力。
从生活到工作，马先生经年累月地贯彻着严格的标准。他每天的作息时间规律，会有效的利用每一分钟。清晨起床，马先生会去慢跑，有氧运动是他保持活力一天的第一步。之后他会开始一天的工作，把关每一个细节。从微笑问好到检查每项工作，事无巨细，一丝不苟。
马立祺先生非常注重对人才的培养和管理，始终坚持自己“以人为本”的人员管理模式。他非常体贴和照顾与他共同奋斗的酒店员工，每天会询问他们的工作、身体和生活状况。只有让员工感受到了酒店这个大家庭的温暖，才能让他们对宾客的付出变得自然而然。马立祺先生深谙中国的人情世故，他的热情好客和以诚相待让我们颇为感动。当然不只是我们感受到了这位外国友人的热情，马先生告诉我们：“酒店的很多宾客在一来二去的交流中成为了我的朋友，从陌生人到彼此互相信任，这是非常难能可贵的，我喜欢以朋友的身份与人交流，因为朋友间会互相倾诉一些内心的感受，我非常愿意倾听和了解我的朋友们的需求，尽我最大的可能去帮助他们”。我们相信马立祺先生的这份贴心定会感染更多的人。离家在外的旅途中，我们最需要的就是那份温暖和贴心。在酒店，我们希望能感受到来自酒店的细心呵护和来自酒店人的专业服务，而马先生和他的团队做到了。
澳门JW万豪酒店坐落于澳门顶级综合度假城「澳門銀河™」是家庭宾客的最佳好去处，集住宿体验、美酒佳肴、休闲娱乐、会议活动、健身等于一身，透过细致雕琢且恰到好处的服务，无微不至地照顾宾客所需，让宾客在简单率性的写意氛围下，低调地享受恬静高贵的住宿地道体验。去年11月初，酒店的大堂酒廊与法国香槟品牌巴黎之花携手合作举办了一场香气四溢的下午茶活动，让到场的贵宾能亲身发掘和感受香槟的魅力。大堂酒廊设于澳门JW万豪酒店的中心地带，位处酒店堂皇瑰丽的云石阶梯旁边。另一端的透明玻璃电梯有恍如水帘的灯饰艺术，发放耀目光芒，美不胜收。值得一提的是，为了彰显艺术与工艺的完美结合，酒店与巴黎之花安排的花艺班让宾客喜出望外。我们可以看到，酒店在安排活动时，会参考时下的流行趋势，想宾客所想。其次，酒店也成功举办了首个万圣节和圣诞节活动，活动当天酒店别出心裁的准备了贴合主题的“搞怪”和“圣诞”美食、美酒和活动表演，让宾客在视觉和味觉上全面感受节日的气氛。酒店还拥有JW万豪酒店全球最大的JW儿童乐园，引进了“寓教于乐”概念，透过林林总总的互动游戏，让小朋友寓学习于玩乐，当中包括工艺手作坊和健体班等，务求让每一位小朋友乐而忘返，尽享欢乐时光。酒店4月起正式为3至12岁小朋友开设的全新五星级「JW儿童发型屋」揭幕，由专业驻场理发师为小朋友设计专属髮型。JW儿童乐园亦同时呈献JW儿童乐园生日派对套餐，让小宾客与好友一同欢庆生日。酒店不止是商旅人士的选择，更是孩子们成长的又一新鲜接触和温暖的陪伴。
而澳门丽思卡尔顿酒店也有自己独树一帜的特点。酒店同样坐落于「澳門銀河™」综合度假城，这家全套房式酒店的设计以欧陆风格为蓝本，不仅凸显澳门承传的葡国传统特色，也融合了经典欧陆艺术及现代创新科技。澳门丽思卡尔顿酒店悉心照顾每位宾客的需要，以宽敞的休息空间、奢华亮丽的装潢，结合现代科技及个人化设施，充分表现气派、优雅及恬静悠闲。此外，高级粤菜食府“丽轩”位于澳门丽思卡尔顿酒店51楼，傲居城市上空，是全澳门最高楼层的中菜厅，不但布置高雅隽永，而且提供顶级的服务及餐饮体验。近期也呈献了一系列以香茗入馔的粤菜珍馐，为饕客带来非凡极致的味蕾享受。中国茶膳从构思设计、菜肴的搭配摆放以至入口时的韵味，从头到尾都是一门高雅的美食艺术。而在节庆方面，于去年12月举办的圣诞树亮灯仪式上，马先生也献上了温暖的祝词：“世界各地的丽思卡尔顿酒店均以令人难以忘怀的尊尚服务而遐迩闻名，我们今年于澳门首度庆祝圣诞节，也希望秉承同一理念，为宾客带来无与伦比的酒店体验和美食之旅。希望每位宾客今年圣诞向亲戚好友表达谢意同时，都不忘向小区内有需要的人传递暖意。”在马先生身上，我们总能感受到一份真挚的关怀。
此外，位于「澳門銀河™」综合度假城的奢华时尚购物热点“时尚汇”，荟萃超过200个奢华时尚品牌，包括多个着名国际品牌、旗舰店及首度进驻澳门的品牌，是荟萃时尚品味的购物圣地。另外，邻近的「天浪淘园」除了拥有全球最大规模的空中冲浪池，也加设全球最长、575米的空中激流，加上亚洲主题式热带园林、人工沙滩、刺激的滑水梯和瀑布，及儿童水上游戏专区等，绝对是一家大小尽享夏日乐趣的亲子目的地。「澳門銀河™」也带来源源不绝的娱乐体验。酒店宾客可以直达综合度假城内的娱乐设施，如「澳門百老匯」设有可容纳 3,000 位观众的「百老匯舞台」，带来城中最热力四射的零距离表演，由经典及当代亚洲文化节目，到国际级演唱会及舞台演出，老少咸宜。此外，还有澳门最豪华、设有 10 间独立影院的 UA「银河影院」和以 1930 年代上海的流金岁月为灵感、最富特色的顶级会所「红伶」。另有由街头表演、购物热点及各式各样的佳肴美馔，「澳門銀河™」为宾客带来多元化和全方位的旅游极致新体验。宾客住宿在两间酒店的同时也能开啓非凡购物旅程，体验无限时尚。至今已有许多宾客在澳门JW万豪酒店享受了非一般的奢华酒店住宿体验，又或是在澳门丽思卡尔顿酒店体验了最贴心的个人化服务。酒店的发展源于宾客的支持，基于这种认识，马立祺先生强调酒店的服务要做到信赖和品质共存。想要达到这个标准，酒店需要在多方面下苦工。餐饮、住宿环境和设施、服务等都是可以提升宾客满意度的重要方面，两家酒店也正朝着这一理念不断完善、改进。
酒店开业以来的第一年让我们感到欣喜，新的一年马立祺先生又将马不停蹄的开展新的计划，为宾客带来另一新的酒店住宿体验。我们相信，再见时，马立祺先生又能和我们滔滔不绝的诉说酒店的新发展了。
每次谈话结束，总有一种更加期待的感觉，期待下一次马先生还能与我们分享更多的酒店业的精彩和创举。我们相信有马先生的地方就会有更多的信赖、更多的成功。
Mr. Rauf Malik, the interviewee for our cover story is no stranger to Grand Hotels Magazine. It is a reunion rooted in mutual trust and unique consonance. It has been a year since our last interview with him as Vice President of Operations for JW Marriott Hotel Macau and The Ritz-Carlton, Macau. Now he rejoins us again and shares his experience in opening these two hotels in one of the world’s most spectacular entertainment and leisure destinations – Galaxy Macau™. Grand opened on May 27, 2015, the two hotels are to celebrate their first anniversary, as Mr. Malik arrives with the updates for the past year.
Interviews with Mr. Rauf Malik are like reunions of longtime friends, during which he impresses us with his humorous and approachable manner, as well as a unique leadership style.
Speaking of Macau, we are aware that it is the city that boasts the highest GDP in China to which the second and tertiary industries make dominant contributions. Each year, tens of thousands of tourists arrive here for a tangible feel of its economic prosperity and a taste of its unique appeal. A compact city as Macau is, tourists may travel between individual scenic spots on foot, while they may also take advantage of its well-connected public transportation. Nowadays, a growing number of tourists have been attracted to Macau by its highly developed economy and unique urban attraction. Macau is currently positioning itself as the world centre of tourism and leisure, as a significant driving force of economic growth, the hospitality industry is developing with great momentum and playing an increasingly important role in Macau’s economic landscape. Undoubtedly, it enjoys vast market potentials as it is closely related to business traveling, accommodation, as well as leisure activities and other inelastic demand. It is also the destination for investment funds of MICE, namely meetings, incentives, conventions and exhibitions.
With over 30 years of experience in the hospitality industry, Mr. Malik has witnessed tremendous changes in the industry landscape and accumulated rich experience on how to achieve successes and implement reforms. By gathering ideas from numerous employees and drawing inspirations from them, he has achieved successive business triumphs. Both JW Marriott Hotel Macau and The Ritz-Carlton, Macau have already exceeded expectations from guests and industry partners alike and attained an impressive repertoire of accolades since the two hotels opened the doors in May 2015. For less than a year, both hotels achieved the acclaimed accolades ranging from recommendations in the esteemed Michelin Guide, Hong Kong Tatler, South China Morning Post, SpaChina, CEI to Asia Hotel Design Award. The latest badge of honor for The Ritz-Carlton, Macau was the attainment of “Best Luxury Hotel in Macau” at the 9th Annual TTG China Travel Awards 2016 this April. The Ritz-Carlton, Macau stood out among numerous hotels to achieve this stellar title.
The two hotels brought in their distinct brand identities, enhancing the Macau experience and redefining the meaning of luxury in the region. JW Marriott Hotel Macau has maintained an occupancy rate of over 90% since its launch, and The Ritz-Carlton, Macau realized literally full occupancy for the past 3 months. These remarkable performances are attributable to Mr. Malik who had been dedicated to the launch preparations for these two hotels, as well as to the associates of JW Marriott Hotel Macau and those young and aspirating ladies and gentlemen working at The Ritz-Carlton, Macau.
Over the years, Mr. Malik follows a strict set of rules in life and at work, with a well-planned schedule of which every minute is made best use of. He starts a typical day with jogging after getting up in early morning; this cardio exercise helps to retain his vitality for the entire day. Then he sets out for a whole day’s work, keeping an eye on details including everything from a single smile or a greeting to guests, to individual inspections of operational routines. He meticulously attends to every task, significant or trivial.
Mr. Malik attaches high importance to the management and development of associates and follows a human oriented management style. He gives care and consideration to all associates by inquiring about their work, life and health. He believes that associates will serve guests wholeheartedly and spontaneously if they are cared for as members of a large family. Well versed in the way of world here in China, Mr. Malik impresses and touches us with generous hospitality and sincerity. And we are not the only ones who have such an impression. Mr. Malik adds, “I make friends with many guests during our communication. As you know, mutual trust between strangers is something of a treasure. Since true feelings are usually shared among friends, I prefer to be a good listener for a better understanding of my friends’ needs so that I am able to offer as much help as possible. What travelers need most is the homey warmth and intimacy. As they arrive at hotels, they expect professional services and meticulous care. “ And Mr. Malik and his team have lived up to such expectations.
Set within one of the world’s most spectacular entertainment and leisure destinations, Galaxy Macau™, JW Marriott Hotel Macau is a perfect destination for families, with luxury lodging experience, fine wines and top delicacies, stylish leisure and recreational activities and professional meeting services all under one roof. With stunning craftsmanship and meticulous care, it offers iconic yet approachable luxury in a simple, relaxed ambiances. In early November 2015, an aromatic afternoon tea session was held in collaboration with Perrier-Jouët, a premium champagne brand, in The Lounge where distinguished guests had a tangible feel of and made an exploration into the magnetism of champagne. The Lounge is situated in the central area of JW Marriott Hotel Macau. It is adjacent to the magnificent marble staircases on one side, and the transparent glass elevator with a dazzling chandelier in the shape of a cascade on the other side. It is worth mentioning that in order to showcase the perfect integration between art and craftsmanship, flower arrangement classes were presented by the hotel in collaboration with Perrier-Jouët, which held the guests in amazement. It is obvious that popular trends are incorporated in planning for hotel activities. Then, Halloween and Christmas celebrations by the hotel offered festive enjoyment to the eye and to the palate, with thoughtful combination of delicacies, fine wines and live performances tailored to the themes. The hotel boasts the largest JW Kids’ Club within the JW Marriott, where a range of interactive games, such as handicraft workshops, kids exercise sessions, involve every child in learning as well as playing. And they are so obsessed by these intriguing games that they hardly remember when it is time to get back home. This April, a 5 star JW Kids’ Hair Salon is opened for those between 3 and 12, where in-house hair stylists work out personalized designs for each child. The hotel has also recently launched the JW Kids’ Club Birthday Bash Package for young kids to have their birthdays at the JW Kids’ Club with their dearest friends and families. JW Marriott Hotel Macau, therefore, is not only a top choice for business travelers, but also a place of ingenuity and warmth for family vacations.
The Ritz-Carlton, Macau also boasts its distinctive characteristics. Set within Galaxy Macau™, The Ritz-Carlton, Macau is an all-suite hotel, of which the suites are designed in timeless European style, reflecting the Portuguese heritage of Macau, encompassing classic European aesthetics with modern innovations in technology. Spacious area for relaxation, deluxe decoration, personalized amenities enabled by modern technology combine to create luxurious, elegant but cozy accommodation experiences. Lai Heen, luxury Cantonese restaurant on the 51st floor commands breathtaking city views and is the highest Chinese Restaurant in Macau. In its handsomely decorated space, diners’ palates are satiated with top dining experiences and flawless services. A series of Cantonese cuisines prepared with finest possible ingredients and precious Chinese tea can be found here. Authentic Cantonese cuisines prepared with tea are something of a refined culinary art, of which everything from dish conception, combination and presentation and flavor are thoughtfully planned. About festive moments, at the Christmas tree lighting ceremony last December, Mr. Malik gave such warm remarks, “The Ritz-Carlton Hotels over the world enjoy a reputation for memorable and premium services. As we celebrate the first Christmas for The Ritz-Carlton, Macau, we hope to bring unrivaled accommodation experience and top delicacies to each individual guest in this same spirit. This Christmas, as you express your gratitude to your relatives and friends, please remember to give regards to anyone else in need.” Wherever Mr. Malik goes, he brings along his sincere care.
Within Galaxy Macau™, there is The Promenade Shops, the stylish shopping hub with a collection of over 200 luxury brands, from luxury flagship stores and designer boutiques to high-street lifestyle brands including many first-to-Macau. In addition, both hotels provide access to Galaxy Macau’s Grand Resort Deck, which features the new Skytop Adventure Rapids – the world’s largest skytop wave pool, the world’s longest skytop aquatic adventure river ride at 575 meters, Asian themed tropical gardens, white sand beach, exciting water slide, cascades, and aquatic fun area for kids. Fun and entertainment continue in the Galaxy Macau™, where hotel guests have instant access to the integrated resort's vibrant entertainment such as Broadway at Galaxy Macau™, which offers guests a unique up-close-and-personal family-friendly entertainment experience, featuring the best of traditional and contemporary Asian culture, as well as international shows and performances at its 3,000-seat Broadway Theater; the UA Galaxy Cinemas, Macau’s most luxurious 10 screen 3D Cineplex; CHINA ROUGE – the 1930’s Shanghai inspired performance lounge and iconic nightspot; and a plethora of world-class performances, ranging from street parades to live music shows at the resort's dining outlets. At Galaxy Macau™, guests are indulged in an ultimate tourist experience with unrivaled, comprehensive leisure, recreational and luxury shopping options under one roof. Guests staying at the two hotels may embark on a journey of premium shopping for the dazzling array of trendy items. Many guests have by far appreciated the approachable, luxury accommodation experiences at JW Marriott Hotel Macau, or experienced the most intimate personalized service at The Ritz-Carlton, Macau. Mr. Malik attaches much importance to quality and reliable services as he fully understands that the growth of the hotel would be limited without the support from its guests. Greater efforts shall be made for perfection in dining, accommodation, amenities and other aspects that make a difference on guest satisfaction. And JW Marriott Hotel Macau and The Ritz-Carlton, Macau are on the way to achieving these goals.
We are delighted with the outstanding performance of the two hotels since their launch a year ago. And Mr. Malik will be busily engaged in the implementation of the plans for the hotels and creating more wonderful moments for the guests in this second year. And we expect to listen to his elaboration on development of the hotels then.
As our interview winds up, we are filled with expectations that Mr. Malik will share with us greater accomplishments and further breakthroughs of the hotels next time we meet. And we believe that wherever Mr. Malik goes, he brings along deeper trust and greater successes.