Grand Hyatt Shanghai: The Legendary Landmark in Shanghai
Exclusive Interview with Ms. Stephanie Lin, Deputy General Manager of Grand Hyatt Shanghai
精耕细作，造就金茂传奇
——专访上海金茂君悦大酒店副总经理林洁华女士
春光明媚的四月，朝气蓬勃的上海，带上一缕清风，一束阳光，精心准备后的大酒店团队来到上海金茂大厦，这座上海市最著名的景点及地标之一。而上海金茂君悦大酒店，就盘踞在金茂大厦之巅，用自身的磅礴大气，书写酒店的传奇。
这样一家如此成功的酒店，其业主和管理者自然功不可没。双方默契的合作，专业的沟通，统一而精准的目标设定，共同造就了上海金茂君悦大酒店如今的辉煌。而作为业主和管理者中间的沟通桥梁，自然更是责任重大，让我们不得不好奇是怎样优秀的沟通者才能做到如此的游刃有余。直到见到上海金茂君悦大酒店副总经理的林洁华女士，我们的疑惑不攻自破，林总自身的淡定从容，优雅大气和酒店人洞悉一切的气场，让我们在见到其第一面，就被深深地吸引住了。
林洁华女士拥有超过20年的酒店管理工作经验，曾就任上海威斯汀大饭店、北京威斯汀大酒店、上海外高桥喜来登酒店，担任过房务总监、六西格玛黑带、运营总监等高层管理职位，具备丰富的酒店管理经验和市场洞察力，从运营到市场营销，林洁华女士均能策划出合适的方案，帮助酒店突破业绩。
如今担任上海金茂君悦大酒店副总经理，林女士说这是冥冥之中的缘分注定。谈及酒店，林女士赞不绝口。上海金茂君悦大酒店地处商业金融区陆家嘴中心，距南京路步行街及豫园仅十分钟车程；至浦东国际机场仅需四十五分钟，虹桥国际机场只需三十分钟即可到达。优越的地理位置让客人信步可至东方明珠电视塔、上海海洋水族馆以及各大品牌购物商场，全身心感受这座富有现代化又不失中国传统特色的独特魅力。上海金茂君悦大酒店凭借四通八达的地理位置开始其飞速发展之路，自1999年开业以来，经久不衰，历经岁月的洗礼，紧跟时代发展，融合东西方文化，成为一家具有独特风格的经典酒店。
酒店拥有548间全新升级的豪华客房及套房，融合东方古韵与西方摩登文化的精髓元素，每间客房均可饱览城市天际线景观。同时拥有十间各具风格的餐厅与酒吧，提供中式、粤式、日式、意式等多重美食佳肴，带给客人多重餐饮享受。不得不提位于金茂大厦顶部的空中酒廊，其卓越的现代装饰风格使整个空间充满时尚气息，美味小食与鸡尾酒令人回味无穷，在此可以一览申城璀璨美景。而两个无柱式宴会厅及多个会议厅配备完善设施，灵活多样的场地安排，是举办会议和宴会的理想选择。88层的观光厅内玻璃幕墙视野开阔，黄浦江两岸的都市风光以及长江口的壮丽景色尽收眼底。还可在观光厅内俯视金茂君悦大酒店的“时光隧道”，它直径27米，28道环廊扶手在霓虹灯的照射下，金光闪闪，耀眼夺目。
尤其是在谈到酒店的空气质量方面，林女士尤为自豪，无论室外的空气质量如何，在大厦内PM2.5永远低于10，让客人能够吸收到清新的空气，尤其是在19年前拥有新风系统的大厦屈指可数，因为在金茂大厦的施工过程中，应用了“超大超深基坑的支护技术”、“高精度测量技术”、“大型垂直运输机械应用技术”等一系列新技术。这些新技术使金茂空气质量都能控制在良好的状态。客人可以非常放心的在酒店入住，而这也是吸引客流量的一个重要因素。
作为高端商务酒店，无论从建筑、室内设计、空气质量还是人文关怀方面，上海金茂君悦大酒店都达到了精耕细作的地步，成为行业标杆。酒店经营数年以来，其积累的人文气息，是酒店最为宝贵的财富之一。多年以来，酒店十分注重为客人提供一个可追逐的梦境，一个情怀的栖息地。很多老顾客对上海金茂君悦的情节已无法用价值和金钱衡量，他们来到酒店更多的是追求一份美好，一种平静而单纯的回忆。所以酒店在翻新时，为保留这种原汁原味的美好而严格把控每一处的细节。保证酒店文化的传承和情怀的表达。而这样一份独特的人文气息，吸引了无数具有独特想法和追求的年轻客人群体。
当被问及在对酒店的判断及策划方案方面，林女士是如何做到如此精准而高效时，林女士跟我们分享道，这不仅仅要基于经验判断，更多的要从六西格玛的管理专业知识出发，使得每一个决定都更为准确，成功的把握度也更高。据林女士介绍，六西格玛是一个十分枯燥且学习过程异常艰辛的课程，但是林女士依然坚持了下来，虽然在学习的过程中，也出现过一些的疑虑，比如六西格玛是否能运用到酒店的管理当中，标准化的产品能否满足客户的需求？但是随着学习的深入，逻辑思维的形成，这些疑虑云消雾散。从六西格玛所学到的，不仅对酒店的管理大有裨益，同样对林女士协调业主方和管理方提供了极大的帮助。
同时，除却逻辑思维，协作能力和专业能力也是一个协调沟通者应该具备的不可或缺的素质。凯悦和金茂集团，都有资深的高精尖酒店团队，双方以专业的技能来沟通，以互相的尊重为前提，相互理解和包容，轻而易举的解决了许多看似难以解决的问题。无论是业主方在意的资产保值，还是管理方在意的市场口碑，归根结底双方目的是一致的。因为好的口碑和客源，才会有一个好的产出和效益。凯悦有优秀的管理团队，其技能和管理都是非常的专业，金茂也很早就融入了西方的先进文化，以开放的态度去接受新鲜事物，并且融入到自身的发展当中。所以彼此的合作非常的轻松愉快。
金茂集团在投入项目方面，也是十分的精准，金茂君悦大酒店是一个成功的范例，崇明凯悦酒店亦是。作为业主公司，中国金茂在酒店投资方面十分专业，经过精细的测算和严密的市场调查后，金茂集团进行了大胆的探索和创新，把金茂君悦和崇明凯悦两家酒店联合起来，由一个团队管理。上海金茂君悦作为商务酒店着重做周中服务，崇明凯悦作为休闲度假酒店，推出一系列周末活动。事实证明，这是一个无比正确的决定。林女士说，酒店的投资管理，不仅要有高瞻远瞩的眼光，更要有大胆革新的气魄以及坚持做下去的胆量。如此看来，两家酒店如此成功也就不足为奇了。
最后，谈到2018年对酒店的期待，林女士信心十足，上海金茂金悦大酒店将继续凭借专业的团队，优质的服务，独特经典的人文气息，精耕细作的酒店管理，继往开来，打造酒店传奇！
With the approach of a radiant spring in April, Shanghai welcomes each new day vigorously. Accompanied by a fresh breeze and bright sunshine, the Grand Hotels Media team paid a visit to Jin Mao Tower, an iconic Shanghai landmark and tourist attraction drawing many visitors each year. Standing at the top of this tower, Grand Hyatt Shanghai is an integral part of this legendary landmark.
The great success of Grand Hyatt Shanghai is attributed to its owners and management. Grand Hyatt Shanghai’s extraordinary achievements today could not be reached without mutual cooperation, effective communication and consistently precise targeting. Surely, great responsibilities fall on the one who plays the role of the communication bridge between the owners and management. We had wondered how qualified and skillful the communicator must be to handle the challenge, until we met Ms. Stephanie Lin, Deputy General Manager of Grand Hyatt Shanghai. At first sight, we were impressed by her calmness, elegance and sophistication.
Stephanie has over 20 years’ experience in hotel management, including several management roles at Westin Beijing, Westin Shanghai and Sheraton Shanghai Waigaoqiao Hotel, as both Director of Rooms and Director of Operations. Known for her remarkable management skills and comprehensive knowledge of the market, she can always develop customized strategies to help the hotel achieve its targets and maximize profits when engaged with various market and business situations.
Stephanie says that she was seemingly destined to be Deputy General Manager of Grand Hyatt Shanghai one day. Grand Hyatt Shanghai is located in the Lujiazui financial center. It is just ten minutes from The Bund and Yu Gardens, 30 minutes from Shanghai Hongqiao International Airport and 45 minutes from Pudong International Airport. Guests are able to travel by foot to the Pearl Tower and Shanghai Ocean Aquarium, as well as numerous luxurious shopping malls. This proximity affords visitors a chance to fully experience the unique charm of the modern city without losing the flavor of China’s deep traditional roots. Since opening in 1999, Grand Hyatt Shanghai has developed rapidly, taking advantage of its superior and convenient location. Despite the passing time, it continues to be known as a distinctively classic hotel, setting trends and integrating Western and Eastern culture.
The hotel provides guests with a marvelous skyline panorama in its 548 spacious and newly upgraded guestrooms and suites, featuring a contemporary art deco style combined with traditional Chinese visuals. Meanwhile, ten variously styled restaurants and bars offer guests all kinds of delicacies such as Chinese, Cantonese, Japanese and Italian cuisine. Worth mentioning is Cloud 9 Bar at the top of Jin Mao Tower, whose exquisite cocktails and tasty snacks will definitely provide a memorable experience, as will the bird-eye’s view of Shanghai from this modern and fancy location. In addition, it is an ideal place for conferences or banquets, with its two pillar-free ballrooms and meeting rooms, which are all well-quipped and give flexible choices for space arrangements. Every visitor will be amazed by the wide vision of the glass curtain wall in the sightseeing hall on the 88th floor, offering an urban view of the Huangpu River banks and the majestic scenery of the Yangtze Estuary. Overlooking the Time Tunnel of the hotel is another joy. The Time Tunnel, 27 m (88 ft) in diameter, has 28 glorious annular corridors and spiral staircases, and shines under the neon lights.
Speaking of the air quality at the hotel, Stephanie proudly told us that the PM2.5 index in the tower is always below 10, which ensures fresh air. Very few skyscrapers were installed with ventilation systems two decades ago. Advanced construction technologies help maintain desirable air quality in the Jin Mao Tower, including supporting technology of giant and deep foundation, high precision measurement and the application of large vertical transportation machines. Having a sweet and sound night’s sleep with fresh air is no longer a dream for guests, it is now an attraction.
As a high-end business hotel, Grand Hyatt Shanghai demonstrates its elaboration in the lights of architecture, interior design, air quality and humanist concerns, leading the industry. One of its most precious treasures is the cultural ambience formed in years of management. The hotel has dedicated itself to providing a real fantasy place and a warm shelter for guests. The affection that regular customers have developed for the hotel cannot be measured in money. Instead, they come to the hotel in pursuit of pure, pleasant and peaceful memories. To maintain the impression, the hotel imposed high requirements for every detail of refurbishment. Such unique cultural ambience has attracted numerous young customers with distinctive ideas.
When asked how she is so efficient and accurate in terms of decision making and strategy planning, Stephanie shared this lesson with us: Judgement is not only based on experience, but also comes from the professional management knowledge of Six Sigma, which makes every decision more likely to be precise and successful. According to Stephanie, while Six Sigma is a tedious course requiring arduous study, she persevered until the end. Some questions also popped up in her mind: Is Six Sigma applicable for hotel management? Can standardized products meet customers’ needs? Gradually with deeper understanding and logic thinking, all these doubts have been resolved. What is learned from Six Sigma is greatly beneficial for her to manage the hotel and maintain a good relationship between owners and management.
Exceptional logical thinking, cooperative skills and professionalism are indispensable qualities for an outstanding coordinator. Both Hyatt Hotels Corporation and Jin Mao Group employ hotel teams consisting of experienced elites. Under the premise of mutual respect and understanding, the two sides communicate with professional skill, having solved a large number of demanding problems smoothly. No matter if it is asset maintenance valued by the owners or the reputation in the market concerning the management, essentially the two are united with a common aim: Earning a good reputation and customers that bring revenue. While Hyatt Hotels Corporation has a competent management team, Jin Mao Group holds an open attitude to absorbing Western culture and novelties integrated in its development. Therefore the collaboration between the two parties goes with ease and delight.
Projects directed by Jin Mao Group show the group’s precise strategies as well. Of these projects, Grand Hyatt Shanghai and Hyatt Regency Chongming are the best examples. As the owner, Jin Mao Group is an expert in hotel management. After accurate measurements and market surveys, Jin Mao Group had a courageous and creative approach, deciding to put one team in charge of both hotels. Grand Hyatt Shanghai focuses on services on weekdays as a business hotel while Hyatt Regency Chongming organizes a series of activities at weekends as a resort hotel. It turns out to be a correct and intelligent decision. As Stephanie said, hotel investment and management require a vision of foresight, courage to make changes and the determination of preservation. No wonder the two hotels have achieved such great success.