专访西安威斯汀大酒店总经理James Walkden 先生

Interview: Cherry Li  Chinese Version: Wendy  English Version: Helen  Photos: by The Westin Xian

In the ancient city of Xi’an, The Westin Xian is undoubtedly something in the limelight. It faces the Great Wild Goose Pagoda, the best-known historic site of Xi’an. It is where the royal summer residence of Tang Dynasty once stood, and where the ancient Silk Road originated. The thousand-year-old Great Wild Goose Pagoda lends a sense of mystery and solemness to this treasured land, while travelers to Xi’an are, without exception, deeply impressed by the magnificent buildings of The Westin Xian. The classical and aristocratic styled hotel is an elaborate work of art exclusively for Xi’an by Westin. It is advantageously located in the Qujiang Tourist Development Zone and enjoys convenient access to major areas and traffic hubs. It is within walking distance to the Great Tang All Day Mall, and 10 minutes’ drive to Xi’an High-Tech Industrial Development Zone--the largest cluster of leading international enterprises in Northwest China, and 40 kilometers away from Xi’an Xianyang International Airport.

Mr. James Walkden was appointed as the General Manager of The Westin Xian this September. Mr. Walkden began his career in Britain, serving Hilton Hotels Corporation and Four Seasons Hotels and Resorts successively. When he joined Starwoods Hotels and Resorts in 2005, he started with Westin Sydney, then went to Hongkong as the Resident Manager of W Hongkong.

Along his 18 year career as a hotel manager, Mr. Walkden has worked in various cities over the world. His modest and sunny disposition is something most desired of a hotelier. He cherishes dreams and curiosity, as well as heartfelt admiration for the culture and history of different cities. He has spared no effort when meeting business challenges or handling cultural clashes. His passionate service mentality, modest attitude, flawless professionalism have been rewarded with a high reputation in the international hospitality industry.

As the central city of Northwest China, Xi’an has allured a number of upscale hotels to open outlets here, but Mr. Walkden is fully confident of Westin’s upper-hand over its counterparts. The Westin Xian boasts indisputably the best geographic location and a unique building complex which integrates traditional Chinese values,the charm of the ancient city, and the symbolic Westin style that is firm, relaxed and with rich connotation. According to Mr. Walkden, in this bustling fast-food era, The Westin Xian is a perfect destination where guests rise above job stress, daily chores, and restore vitality. He also discloses that there is a hidden treasure, namely a museum, inside the hotel. The Westin Xian is the only hotel that features a museum within Starwood Hotels and Resorts. Some 2000 pieces of antique collection showcase the splendid history of China, the great Oriental nation with thousands of years’ civilization. And a visit here is a truly intriguing journey that broadens one’s horizon and offers a unique experience. The Westin service system that renders the supreme service and amazing experience will, in Mr. Walkden’s opinion, enhance The Westin Xian’s role as the most popular hotel of Xi’an.

Mr. Walkden describes himself as a hotelier filled with passion and focused on long-term strategy. What he considers most important is that members of the management team think alike and follow similar management philosophy. In retrospect, he believes the experience drawn from his last appointment is rather applicable to the current one, as they happened to take place in the same development phase of the two hotels. Likewise, employee development is another decisive factor in hotel management. He thinks it necessary and fruitful to build a well-structured management team and obtain an insightful knowledge of employees of all levels. The potential of any individual should not be underestimated, nor should simplistic judgment be made of anyone. Mutual respect and sincerity are essential qualities expected of employees when dealing with various problems. Mr. Walkden hopes to foster an atmosphere, in which each team member learn from the strengths of one another in order to make up for his or her own weaknesses, so that team members work together in a balanced, well-organized manner.

In view of the hotel’s long-term goal, Mr. Walkden is committed to turning The Westin Xian into the hallmark of this ancient city. Having lived in Hong Kong for four years, he was on his tiptoe for a more in-depth experience in China. He was so captivated by Xi’an that he hardly hesitated when receiving his appointment and his team were ready to meet this new challenge even without a field trip here.

Its unique style has won a place for the hotel, which Mr. Walkden attributes to the joint effort of his team. The Westin Xian stands out from the crowd with its first class amenities and premium service. 320 elegant and spacious guest rooms and suites are furnished with a soothing and relaxed tone, including the reputable Westin Heavenly Bed, the top choice for travelers. Westin Workout Fitness Studio is harnessed with the most state-of-the-art aerobic gear. And you may have a full recharge at the Heavenly Spa or a refreshing swim in the swimming pool. The 3527 square meter modern conference and banquet space satisfies a range of meeting and banquet needs. Dining options here deserve guests’ exploration and appreciation. Seasonal Tastes,a pioneering innovative restaurant of Xi’an, offers nourishing, imaginative delicacies with open kitchens and live cooking stations. Five Zen5e highlights traditional as well as innovative Shanxi and Cantonese signature dishes, saturating guests’ appetite for local cuisines. Authentic Japanese cuisines and Korean cuisines are served in the sleek, contemporary Mai, an ideal place for reunion of close friends.  

With a multitude of advantages, The Westin Xian, under Mr. Walkden’s  leadership, is to extend beyond its traditional role. “We are more than a business entity, and we hope to get better connected with this city.” Mr. Walkden has, in his mind, a couple of plans for the collaboration with neighboring scenic sites and the local community, of which the Starwood Cares for the Community Program with Xi’an School for the Hearing Impaired has been approved. In the future, The Westin Xian will launch more community activities to promote the mutual growth of both parties.

In Mr. Walkden’s opinion, a successful hotel is grounded in its respect of and adherence to traditions and a forward-looking mindset. The Westin Xian remains an industry leader by obtaining a thorough knowledge of its guests and their changing demands, and relying on the international network of Starwood Hotels and Resorts. It monitors the shifting market and responds with personalized service packages so as to attract distinguished guests. As our interview winds up, Mr. Walkden asserts with confidence that The Westin Xian, as the top-notch hotel of Xi’an, will offer an indulging and invigorating experience to each guest with a blend of Chinese hospitality, Starwood’s thoughtfulness and refinement, in this legendary ancient capital of China.

在古城西安，威斯汀必定是最引人注目的那一座酒店——它位居西安城中最知名的古迹大雁塔正对面，这里也曾是唐代皇家的夏季行宫和古丝绸之路的起点，一千多年历史的大雁塔为这块宝地抹上了神秘且庄严的色彩，但凡游历至古城的旅行者，无不对威斯汀浩荡蔓延的建筑印象深刻，这座外型颇具古典贵族气质的酒店，是威斯汀为古城西安精心制作的一份新艺术品。酒店位于曲江旅游文化度假开发区内，交通十分便利，步行即可到达大唐不夜城，距离西北地区最大的国际龙头企业聚集地西安高新技术开发区仅10分钟车程，而离西安咸阳国际机场也仅40公里。

今年9月, James Walkden 先生被任命为西安威斯汀大酒店总经理。Walkden先生从英国开始他的职业生涯，先后服务于希尔顿集团，四季集团。2005年加入喜达屋集团,最初服务于悉尼威斯汀酒店，之后来到中国香港，成为香港W酒店的驻店经理。

在过去18年的酒店管理生涯中，Walkden先生一直在世界各地不断变换着工作地点，他具有对一个酒店人而言非常有优势的谦逊开朗的性格——始终怀抱梦想和好奇目光，对不同城市的文明和历史由衷惊叹，将自己全身心投入到每一次迎面而来的业务挑战与文化撞击之中。正是其热情饱满的服务意识，谦虚的态度，极高的职业素养，使Walkden先生在国际酒店行业享有不小声誉。

西安作为中国西北部的中心城市，近年来不断引入高端酒店纷纷入驻，对此，Walkden先生对威斯汀品牌在西安的优势仍然信心十足：酒店占据着毋庸置疑的最佳地理位置，独特的建筑群融汇了古都风范、中国传统精神和威斯汀的标志性风格，沉稳潇洒，内蕴丰盛。Walkden先生表示，在如此纷忙的快餐时代，西安威斯汀便是人们得以逃脱日常琐事工作压力，复原身心活力的完美去处。他还特别透露了酒店内部的“隐秘的珍宝”——博物馆。西安威斯汀大酒店是喜达屋酒店及度假酒店国际集团旗下唯一一个博物馆酒店，2000多件馆藏文物展示着华夏古国的泱泱历史，令人大开眼界。对于客人来说，它会成为一次奇妙的探索，一份不同寻常的酒店体验。至于喜达屋全球个性计划等等旨在为客人提供最优服务、带来惊喜体验的威斯汀服务体系，在Walkden先生看来，也将巩固威斯汀在西安最受欢迎的口碑。

Walkden先生自言是一个工作充满激情、专注于长远策略的酒店人，他认为组建一支在经营理念上有着同步思维的团队，是最为重要的。回忆上一份在喜达屋集团的任命，他认为最可借鉴的是，这两届任命在酒店而言恰巧处于类似的发展阶段，于他而言，在执行中也就多了不少切近的经验。同时，员工发展也是一个至关重要的因素，因此他认为通过有序排列的领导团队，对每一层级员工深入了解是十分有必要且有效的——每一个人的潜力都不可小视，不能对人下简单定论。他将互相尊重与真诚视为迎战各种状况的最必要品质，希望能在团队内构造一种虚心学习取长补短的氛围，平衡个人力量之间的不均。

对于西安威斯汀大酒店的长远成就，Walkden先生有一种使命感，他希望酒店可以一直被当作古城的一张名片。香港的四年让他们对更深入地体验中国产生了强大的吸引。在来到这座城市之前，Walkden先生就已经迷上了西安，以致于当这纸调令传来时，不仅没有犹豫，甚至连亲身考查一下的过程都省略——他和团队里的同事便接受了这项新挑战。

独树一帜的风格奠定了酒店在城中不同寻常的地位，Walkden先生也将此视为团队的一项优势。而内部的设施和服务品质，更是威斯汀作为国际酒店的强项：320间高雅宽敞的客房与套房采用柔和放松的基调，威斯汀天梦之床则是口耳相传的旅居首选；西安威斯汀健身馆拥有最先进的有氧训练器材，也可前往天梦水疗平衡身心，或者纵身泳池畅游，振奋精神；酒店拥有3527平方米现代会议及宴会空间，满足各种形式的会务和宴饮需求。此外，威斯汀精心打造的餐饮世界尤其值得客人的探索——拥有开放式厨房的知味咖啡厅是西安城中创意美食的领先餐厅，中国元素餐厅则兼具传统与新意，烹制陕西及粤菜菜肴，满足客人一尝当地美食传说的愿望；“舞”亚洲餐厅是典雅安宁的日式设计风格，正宗日韩料理更适合密友相聚。

尽管已经拥有了诸多硬件优势，Walkden先生带领下的西安威斯汀大酒店还希望能向外部做更多延伸——“我们不仅仅是一个商业运作机构，我们和这个城市连结在一起。”对于和周边景区、社区密切合作，Walkden先生心中有很多计划，目前已通过喜达屋关爱计划与西安聋哑学校达成了互助项目，而在未来，更多的社区活动还将不断推动威斯汀和社区共同成长。

Walkden先生认为一间酒店的成功，离不开对传统的尊重沿袭，同时又始终放眼于未来。理解客人，了解他们需求的变化——尤其倚靠喜达屋的国际连锁优势，威斯汀得以始终站在行业先锋位置，发掘市场动向，实时为客人作出最人性化的服务方案，这也是威斯汀吸引尊贵客人的又一法宝。在采访结束时，Walkden先生信心十足地表示，作为西安最高端的国际五星级酒店，西安威斯汀大酒店将在充满传奇的历史名都中，以富于中式精髓的热情服务，和来自于喜达屋国际集团的精细体贴，让宾客尽情享受活力焕发的体验。