Interview with Mr. Andy Zhu, General Manager of Four Points by Sheraton Shanghai, Daning
专访上海大宁福朋喜来登酒店总经理朱浩先生
1、《大酒店》：您进入酒店行业已有二十多年，肯定积累了丰富的酒店从业经验，您能跟我们分享一下，您最注重酒店管理的哪一方面吗？
朱浩先生：就我个人而言，我认为人才是酒店服务行业发展的战略资源及制胜关键，“以人为本”的理念是酒店业务的核心，也是持续成功的基础。酒店愿意在人才培训方面投入大量资源，致力于培养出专业的服务精英。
另一方面，作为服务行业，我认为多聆听客人的想法，站在客人的角度来审视酒店的优势和不足同样不可或缺，只有这样酒店的管理才能不固步自封，并且不断进步，发掘出自身更多的潜力与优势。
2、《大酒店》：在您二十多年的酒店职业生涯中，从财务总监到总经理一路走来，您觉得作为一个酒店管理者，具备哪些品质是尤为重要的呢？
朱浩先生：首先，我认为时刻保持勤奋是非常必要的，不管处于哪个行业，不断学习，不断思考，积累经验是建立一切的坚实基础。
其次，要乐于沟通。我认为良好的沟通是妥善解决问题的第一要素，通过沟通，了解他人所愿，既可以提高办事效率，又能够避免一些不必要的误会发生。通过沟通，我自己也可以学习到更多，员工们也会在工作中有更多的提高。
与此同时，我也很喜欢在工作中有所创新，积极接受新事物，保持工作激情。我会经常与我的团队共同分享和商讨一些新想法，在此基础上，我会利用自身财务专业的背景减少不必要的风险和损失，给团队更多的支持，让酒店在运营中有更多机会去创新和尝试。
3、《大酒店》：在酒店运营过程中，您最享受的的部分是？
朱浩先生：倾听。我非常享受能够和不同的人进行交流，倾听他们的想法。不管是酒店不同部门的员工，又或者是来自不同地区的客人等。学会倾听来自他人的表扬与赞美亦或是向我抱怨不满与批评甚至是愤怒。不管是听到什么，倾诉对象又是谁，我都乐于洗耳恭听并加以思考。作为管理者只有知道自己最大的优势和不足，才能及时对酒店做出相应的调整与改善。
4、《大酒店》：作为上海大宁福朋喜来登酒店新任总经理，您希望在您的带领下，您的团队呈现出怎样的精神面貌与工作态度呢？
朱浩先生：在万豪的文化氛围引导下，希望我们的员工能表现出他们的专业和自信，人人都能像绅士淑女般彬彬有礼而又细心的服务我们的客人，作为他们的大家长，我也会时刻牢记并贯彻万豪先生的座右铭：“照顾好我们的员工，员工才能照顾好我们的客人，我们的客人才能再回来”。
1. Grand Hotels Media: Entering the hotel industry for more than 20 years, you must have accumulated a wealth of experience. In your perspective, what is the top priority for hotel management?
Mr. Andy Zhu: From my point of view, talent is the strategic resource and top priority for the sustainable development of the hotel industry. The “people-oriented” concept is the core of the hotel business and the foundation for the continued success. Four Points by Sheraton Shanghai, Daning is willing to input lots of resource in personnel training and is committed to cultivating professional hotel elites.
Additionally, it is also very important to listen to the guests and discover the strength and shortcoming of the hotel from guests’ angles. Only in this way, can the hotel managements make progress and tap more potential.
2.Grand Hotels Media: In your past 20 years’ career, you have assumed positions from Finance Director to General Manager. What significant qualities should a general manager have in your opinion?
Mr. Andy Zhu: First of all, being diligent all the time is of great necessity, no matter what industry you are in. Continuously learning and thinking as well as accumulating experience are the solid foundation for everything.
Secondly, be willing to communicate. Good communication is the essential factor to solve problems properly. Through communicating and understanding, we can improve work efficiency and avoid unnecessary misunderstanding. My employees as well as myself have learned a lot from communication.
Meanwhile, I am also fond of innovating in my work, actively trying new things and keeping the enthusiasm for work. On a regular basis, I will share novel ideas with my team. I am also willing to reduce unnecessary risks and losses by taking advantage of my finance background, aiming to providing more support to the team as well as more innovations to the hotel operation.
3.Grand Hotels Media: What do you enjoy the most during the hotel operation?
Mr. Andy Zhu: The thing that I enjoy the most is listening. I really appreciate communicating with different people and listening to their thoughts, whether they are the employees from different departments or the guests from various places. No matter what I heard from whomever, whether it is the compliment or the complaints, I am all ears. As the manager, only when we know ourselves’ advantages and disadvantages, can we make timely adjustments and improvements to the hotel.
4. Grand Hotels Media: As the new General Manager of Four Points by Sheraton Shanghai, Daning, what kind of mental and work attitudes do you want your team members to have?
Mr. Andy Zhu: Guided by the Marriott culture, I hope my employees can perform their professionalism and self-confidence. Every hotel staff can serve our guests in a polite and attentive manner. As the General Manager, I will always keep in mind and implement J.W. Marriott’s motto, “If you take care of your people, your people will take care of your customers, and your business will take care of itself.”