Interview with Mr. Bob Ni, a Ten-year Senior Staff of Howard Johnson Caida Plaza Shanghai
专访上海财大豪生大酒店十年老员工倪新强先生
2017年，是上海财大豪生大酒店成立的第十周年，经过十年的发展，上海财大豪生大酒店已成为一家风格高雅、设计时尚，软硬件设施齐全，集商旅会议功能于一体的五星级标准酒店。
同时，今年也是上海财大豪生大酒店的业主之一——上海财经大学建校的第100周年，百年底蕴，十年熏陶，造就了上海财大豪生大酒店独特的书卷气质与人文气息。值此百年校庆与十年店庆同庆之年，大酒店传媒亦有幸受邀，与上海财大豪生大酒店一起，共同追忆追忆往昔，展望未来。
继今年六月对上海财大豪生大酒店长住客进行了采访，从酒店客人的角度了解了上海财大豪生大酒店之后，十一月，大酒店传媒再次来到位于上海财经大学校园内的上海财大豪生大酒店，对酒店的十年老员工代表倪新强先生进行了采访，希望从酒店内部员工的角度为大家解读上海财大豪生大酒店。而年底，则是上海财大豪生大酒店的十周年大型庆典活动，届时，大酒店传媒将在颁奖典礼上全场摆放的12月特刊中，在封面故事一栏对此活动进行报道。
《大酒店》：今年是上海财大豪生大酒店成立的第十年，作为与财大豪生大酒店十年相伴的老员工，能给我们分享一下，这十年来上海财大豪生大酒店的发展变化吗?
倪新强先生：记得我刚来酒店时，客房率都不是很高，到了节假日，客源更是寥寥无几。而现在，酒店的业绩一年比一年高，客源也是源源不断，客房率经常是100%。不仅酒店员工的收入逐年提高，福利也越来越好，每年有旅游，体检等。当然，现在能有这样的成绩，与领导的正确管理和每位部门经理以及所有员工的辛勤努力工作密不可分。而这样的氛围，在我以前的单位也是看不到的。
《大酒店》：十年来，您和众多酒店员工一起，以最好的姿态为酒店客人服务，在您看来，员工要怎么做，才能保证服务质量，令客人满意呢？
倪新强先生：我认为，作为酒店员工，应该随时以酒店的标准要求自己，并以酒店的文化充实自己，做到用心服务客人，想客人所想，思客人所思。同时，一定要做到微笑服务，给客人以亲切感，真诚感，让客人感觉到舒适与贴心。总之，作为酒店的员工，所有人都应该遵循酒店的宗旨：以优质的服务和真诚的微笑，对待每一位客人。
《大酒店》：在上海财大豪生大酒店任职的十年生涯中，肯定发生了很多令您印象深刻的事情，能给我们分享一下吗？
倪新强先生：我从保安部调到正门，工作内容就是管理车辆，为客人拉车门、拎行李等服务，同时检查并提醒客人是否有物品遗漏，而关门的时候要特别注意不要夹到客人的手、脚及衣物等。做这个工作，我觉得很充实，有时会发现客人遗留在车上的手机、钱包等，而及时提醒却避免了客人的财物损失；有时会在大堂捡到客人的各种贵重物品，甚至有十万元现金的背包等，我们的细心提醒又维护了客人的利益。还有我们有许多酒店老客户，如贵刊6月份采访的上海财大豪生大酒店长住客Marc Moneaux先生和Diego Gonzalez Rivas先生，只要他们一进入酒店，我就第一时间叫出他的姓，以热情的真诚的微笑与他们打招呼，让他们到了酒店就有种归属感。我相信，只要你真心对待他们，客人也会用同样的微笑对待你。
《大酒店》：工作氛围对员工的身心发展、工作积极性和工作效率都有一定影响，从酒店内部员工的角度来看，您觉得上海财大豪生大酒店的工作氛围怎么样？
倪新强先生：我觉得酒店给我的感觉就像家一样，很充实，很开心，同事之间感情很好，大家像家人一样相处，同时又为了共同的目标而努力奋斗。这些年我们在总经理的带领下，各部门领导都很努力，大家的工作积极性都是有目共睹的，只要酒店有什么问题，他都会第一时间赶到，而他也经常以酒店为家，随时随地维护酒店的利益。另外，还有许多员工，比如前台、客房服务员等，他们的服务都是一流的，一切都以客人的满意为宗旨。
《大酒店》：自2007年上海财大豪生大酒店开业至今，酒店十年来的发展变化您都一一见证，作为资深老员工，不知道您和您的同事们对酒店的未来有什么样期望呢？
倪新强先生：我个人认为，所有来酒店消费的客人，给酒店和每个员工带来的都是财富，因此“用心服务，真诚待客”这两句话，说得一点没错。既然是这样，无论现在或将来，我们都应该以热情和微笑，服务于每一位客人，满足每一位客人的合理要求。最后，希望我们在业主和酒店领导的带领下，一起努力工作，提高服务质量，把酒店的生意做得越来越旺。
Celebrating the 10th anniversary of its founding this year, Howard Johnson Caida Plaza Shanghai has developed into an elegant and stylish five-star hotel equipped with reliable software and hardware facilities, catering best to business, traveling, and meeting needs.
Meanwhile, this year is also the 100th anniversary of the Shanghai University of Finance and Economics. With a hundred years of history and culture, the university has a rich academic atmosphere, which cultivates not only thousands of students but also the Howard Johnson Caida Plaza Shanghai. In such a special year, Grand Hotels Media has the great privilege of recalling the past and looking towards the future together with Howard Johnson Caida Plaza Shanghai.
In our June issue, we had an interview with a long-stay guest of Howard Johnson Caida Plaza Shanghai, discovering a side of the hotel from the perspective of a guest. In this issue, we interviewed Mr. Bob Ni, who has worked for the hotel for ten years, in order to discover another aspect of the hotel from the angle of an employee. In December, we will report on the hotel’s 10th anniversary ceremony in our magazine’s cover story, which will be presented in the 11th Grand Hotels Media Award Ceremony.
Grand Hotels Media: As a senior staff member of Howard Johnson Caida Plaza Shanghai, can you share with us the development of the hotel in the past ten years?
Mr. Bob Ni: When I first came to the hotel, the occupancy rate was not very high, especially during the holidays. But now, the hotel performance has been better year by year with a steady flow of guests. The occupancy rate is nearly 100% at all times. As employees, our salaries also get improved year after year, with benefits such as annual outings and health checks. All these amazing results are inseparable from the leaders’ correct management and all the department managers’ and employees’ hard work. I had never felt such a positive working atmosphere in my previous company.
Grand Hotels Media: In the past ten years, you, along with other hotel employees, have served the hotel guests with all your heart and might. From your point of view, what should an employee do to guarantee service quality and cater to guests’ needs?
Mr. Bob Ni: I think hotel staff should be strict with themselves in accordance with the hotel’s standard, enrich themselves with the hotel’s culture, be dedicated to serving guests with their whole heart, and learn to think for others. At the same time, hotel staff should always smile at their guests, making the guests feel at ease. In conclusion, all of the hotel staff should serve every guest with quality service and sincere smiles.
Grand Hotels Media: During your ten-year career at Howard Johnson Caida Plaza, there must have something that impressed you. Can you share that with us?
Mr. Bob Ni: I work in the main entrance of the hotel and am responsible for the vehicle management, including pulling the car door for guests and carrying their luggage. I also need to remind guests not to leave anything in the car and be careful of the closing door. I feel fulfilled when doing all these things. Sometimes, after finding guests’ phones, wallets, or other properties left behind in the car, I will return them as early as possible to avoid the loss of their property. Sometimes, I pick up a variety of valuables in the lobby, such as a backpack with 100,000 yuan in cash. Our careful reminders maintain the interests of our guests. In addition, I can recognize the faces of many of our hotel’s regular guests, such as Mr. Diego Gonzalez Rivas and Mr. Marc Moneaux, a long-staying guest of our hotel, who was also the interviewee of Grand Hotels Media’s June issue. Once they enter the hotel, I greet them with a warm and sincere smile. Thus, they can have a sense of belonging with our hotel. I believe that as long as I treat the guests with sincerity, they will treat you with the same.
Grand Hotels Media: The working atmosphere has a certain impact to the staff’s mental and physical development as well as work enthusiasm and efficiency. From the perspective of a hotel staff member, what do you think of the working atmosphere of Howard Johnson Caida Plaza?
Mr. Bob Ni: I feel like home in the hotel. Every day is meaningful and joyful. We really have a good relationship with other employees, and get along with each other like family and work towards a common goal together. Under the leadership of our general manager, every leader from each department works diligently. The employee motivation is pretty high. If the hotel has any problem, the hotel staff will render their help at the first opportunity. Everyone is wholeheartedly devoted to their work. Besides, many other employees such as the front desk and room attendants boast first-class services, striving to meet the needs of every guest.
Grand Hotels Media: Since it opened in 2007, Howard Johnson Caida Plaza has changed a lot. As part of the senior staff, you and your colleagues have witnessed everything. Can you share with us your expectations for the hotel?
Mr. Bob Ni: From my perspective, every guest has brought us fortune. Therefore, the correct course of action is to serve them with heart and treat them with sincerity. Whether in the past or in the future, we should be dedicated to providing guest services with passion and smiles, catering to the different needs of every guest. Finally, under the leadership of the hotel owners and leaders, we should work even harder to improve our service quality and make the hotel business more and more prosperous.