心的回归 新的征程

--专访上海金桥红枫万豪酒店韩国籍总经理裴炳柱先生

万豪集团作为世界五星级酒店中的知名品牌，创建于1927年，以公司创办者的名字命名，在全球享有盛名，万豪集团旗下包括JW万豪、万豪、万丽、万怡、丽思卡尔顿等品牌。近期，裴炳柱先生被任命为上海金桥红枫万豪酒店总经理，并全面负责酒店的综合管理。与裴炳柱先生面对面地对话，让我们更深入地了解这位韩国籍年轻有为的总经理背后的故事，也让我们作为旁观者从一个新的角度去看待酒店文化，以及万豪集团的精神对于整个酒店行业发展的借鉴意义。

对于此次以总经理的身份重新回到上海金桥红枫万豪酒店，裴炳柱先生感慨万千，一方面让他很兴奋，另一方也感受到了更多的压力。他说：“兴奋是因为有一种回家的感觉，我熟悉这里的每一个角落，如果你亲身经历了这家酒店的筹建开业，你永远会觉得它是无可替代的。压力也正因如此，你会花费更多的心力让这个无可替代变得更加精彩。”

2012年7月至2014年3月期间，裴炳柱先生倾注心力筹备开业的上海金桥红枫万豪酒店坐落于浦东金桥，作为一个商务酒店，各方面的设施相当完善，与享有“绿色城市”美誉的碧云国际社区交相辉映，地理位置十分优越，毗邻环境优美的花园河流，距其开业两年的时间，周围的商区、酒吧、餐厅和商场等配套已经相当成熟。碧云社区是迄今中国上海规模最大、综合环境最具创新特色的新型国际社区之一，他是上海继古北国际社区之后的又一现代化涉外社区。整个国际社区布局由城市道路划分为18个地块，其南至云间路，东临金桥路，西界罗山路，占地4平方公里，板块内生态环境极佳，社区内绿化覆盖面极高，西邻世纪公园。裴炳柱先生表示这里风景秀丽，对即将步入婚姻殿堂的新人们来说，这里是选择拍摄婚纱照的不二之选，酒店的婚庆业绩也在2015年翻了一番。

酒店拥有323间风格现代且典雅的客房及套房，可充分满足商务旅行人士的需求。会议区域总面积逾1,700 平方米，其中包括655平方米的大宴会厅及10个大小各异的会议室，并且均配备有先进的会议设施及设备。独具特色的卡萨琳戈意大利餐厅、万豪轩中餐厅和都会尚膳全日餐厅为广大饕客精选优质食材，提供多种融合东西方特色的美味选择，更加彰显海派文化的海纳百川。酒店拥有覆盖一整层的时尚健身生活空间，不仅拥有配备精良的健身器械，还有一个22米长的室内恒温游泳池及奢华的水疗室，是绝佳的放松身心之处。

作为总经理，裴炳柱先生回到这里，和之前作为房务总监不同，他要面对更多新的挑战。如何要让市场进一步了解这家酒店，如何在要更快的融回这个集体去开发更多的产品，如何制定未来的规划，一一摆在裴炳柱先生的案头。好在，裴炳柱先生在纷繁复杂情况之中总能把握住重点：“一切的重中之重依然是提高服务”，这也是裴炳柱先生一直以来坚持的理念，每一个五星级酒店都有很多的管理规则，怎么样可以在这中间脱颖而出，一切的关键都在于人。说到这里，不得不提的就是万豪以人为本的企业文化。

在这种人性化的氛围里， 每一个员工都会感受到关爱，无论职位高底，所有的员工组成了一个欢乐的大家庭，在裴炳柱先生职业生涯中，有很多别的酒店盛情邀请他参与，都被他一一婉拒，他说：“在万豪的工作，很大一部分成就感无关金钱以及其它一些触手可得的身外之物。我更看重的是，在这里自己不仅仅是员工， 更是一个大家庭的成员，我们在一同甘共苦，我深陷其间、 乐在其中！同样， 员工间相处的融洽，也会自然地转换为与客人的相处之道里。” 欢乐、共享、成就， 这大概就是裴炳柱先生15年来一直留在万豪的原因。

15年来一步一步走到今天，裴炳柱先生的成功应验了一句话：“机会总是留给有准备的人”。他的职业轨迹跨越四个不同的国家的八家酒店，不论是跨国还是跨酒店，每一次他都可以很快适应新的工作，用最短的时间和最大的热情投入到工作中，始终如一。对于现在很多年轻人在奋斗的过程中缺少一颗平常心，过于急功近利，有时候即使机会出现了，他们也没有抓住机会的特质。裴炳柱先生坦言：“我并不能说我已经成功了，但我很喜欢现在的自己，包括过去的那些经历，对于我来说是一种很好的锻炼，也是一种磨砺，为以后迎接更大的挑战奠定坚实基础。” 作为一名年轻的总经理，能够拥有现在的成就，与他每时每刻的努力和踏实认真的做事态度密不可分，只有自身的努力和机遇碰撞到一起才会产生美妙的火花，只有这样才能够真正的实现人生价值，或者这就是众人眼里的成功。

工作中，裴炳柱先生更是身体力行地诠释着“以人为本”万豪精神，他说，一位优秀的总经理并不是每个决定都是对的，有的时候他的想法也有不足之处，所以他需要听不同人的声音，有的时候甚至让员工做决定。更多的时候他希望听到员工称他为一位优秀的领袖，而不是优秀的总经理。他说：“无论处于什么样的社会地位，放低姿态，我们可以学习到更多。”一个人成功与否，并没有绝对的界定标准，很多时候，成功是相对的，因人而异的，所以裴炳柱先生说自己仍在实现目标的路上，这就是一种积极向上充满正能量的人生状态。

这种状态也让裴炳柱先生平添一份的魅力：年轻、幽默、热情，与他的交流，会让人觉得是一种身心放松的状态。每一位总经理都是一面镜子，从他们身上，员工可以更清晰地认识自己，发现自身的不足之处。裴炳柱先生管理的每一个员工对自己所要做的事情非常清楚，这也是他一直以来的工作态度，明确的告诉别人我需要的是什么，同时也需要别人给自己最直接最快速的回复。这可以大大提高各部门流转的工作效率。关于酒店的服务，所有的五星级酒店都有一定的规则和标准，唯一产生区别的就是人。没有哪一家公司会表示自己不关心员工，关键是真正执行起来，需要管理者自身树立一个典范，给员工关爱，给他们学习的机会，让他们看到自己的职业前景，将每一个员作为未来管理者的培养对象，员工才会有动力把自己的工作做到最好，进而让更多接触到万豪服务的客人感受到品牌的温度，让万豪的形象更加闪耀。

在群星闪耀的万豪，裴炳柱先生作为为数不多的韩国总经理分外引人注目，在韩国，他也受到了很多的关注，一些报纸杂志，包括一些公司经常邀请他商谈合作等事宜，一些韩国官员也提议将韩国特色菜加入到中国菜系中。近期开始，酒店会推出更多韩流元素的美食，这跟裴炳柱先生特殊的影响力是密不可分的。他本身也很乐意成为中韩两国文化交流的桥梁，不仅是饮食文化，包括人文历史，风俗习惯等方面，中华文化五千年的历史，博大精深，这些都将成为中韩友好交流和往来的基础，更好地推动万豪集团的酒店传统与东方文化的融合、升华。

某种程度上，裴炳柱先生自身就体现着这种融合。一个国际酒店品牌传承下来的专注品质、注重细节、以人为本的服务精神，融合着裴炳柱先生身上韩式的低调与谦逊，在上海金桥红枫万豪酒店这个舞台上，挥洒着别样的风采。“我希望自己成为那种即使人离开了，员工依然能记得我的人。”一个卓有成就的酒店人将从业15年的经历凝炼成这样一句朴素的话，令人印象深刻，天时、地利、人和也好，品牌知名度也罢，归根到底都归结在酒店里日夜操劳的人们，他们才华横溢又合作无间，推动着酒店从一个高度走向又一个新的高度。这其间，从裴炳柱先生带领着他的团队所展现出来的活力、担当、融洽、热情、勤奋、专注，正是上海金桥红枫万豪酒店当下成就的写照与明日酒店辉煌的掠影。

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--Exclusive Interview with Mr. Tyson Bae, General Manager of Shanghai Marriott Hotel Pudong East

Founded in 1927, and named after its founders, Marriott International is a renowned global luxury hospitality group that boasts multiple 5 star hotel brands such as JW Marriott, Marriott, Renaissance, Courtyard by Marriott and Ritz Carlton . Mr. Tyson Bae has recently been appointed as the General Manager of Shanghai Marriott Hotel Pudong East to take charge of the overall management of the hotel. During our face-to-face conversation, we gain a better understanding of this young and accomplished General Manager and take an objective look at the hotel culture to see how Marriott values can be emulated in the hospitality industry as a whole.

When Mr. Tyson Bae returned to Shanghai Marriott Hotel Pudong East as its General Manager, he felt both  excitement and pressure that usually  accompanies all new appointments. He said, “I am excited because it is homecoming for me to return to Shanghai Marriott Hotel Pudong East. I have everything here at my fingertips. Having been engaged in the preparation for the hotel opening, I consider it irreplaceable. At the same time, I also feel the pressure  to turn something irreplaceable into something brilliant.

From July 2012 to March 2014,, Mr. Tyson Bae was active in the preparation for the opening of Shanghai Marriott Hotel Pudong East. As a business hotel, it boasts a full array of amenities. The hotel is advantageously located in the neighborhood of Biyun International Community, known as the Green City, where there are lush gardens and canals. Over the last 2 years since its  opening, the commercial facilities here have developed well with a huge variety of restaurants, bars, stores, and supermarkets. It is by far one of the largest and foremost international communities in Shanghai.  Biyun International community offers the best comprehensive facilities and greatest innovation, as an upgraded version of Shanghai Gubei International Community. Enclosed by Yunjian Road, Jinqiao Road, Luoshan Road, it occupies an area of 4 square kilometers  comprising of 18 blocks. Situated adjacent to Century Park, it boasts supreme ecological environment and excessively high green coverage. The picturesque scenery here has turned Biyun International Community into one of the hottest destinations for newly weds wedding photography.   In turn, this has directly contributed to the increase in wedding services revenue  for the hotel, which has doubled in 2015.

Shanghai Marriott Hotel Pudong East has 323 modern and elegant rooms and suites to cater  to the needs of its business clients. The hotel offers 1,705 square meters of banquet space, including a 655 square meter divisible and pillar-free grand ballroom, and another 10 function rooms of various sizes, which feature state-of-the-art meeting equipment. A variety of Chinese and western delicacies are carefully selected and prepared with premium food quality products that are offered in  Casalingo, the signature Italian restaurant， Man Ho, the Chinese restaurant, , and Pudong City Bistro, the all-day dining restaurant. In the hotel, there is a floor dedicated to fitness and recreational activities, accommodating a fully-equipped Fitness Center with a 22-meter heated indoor swimming pool

Since July 2012 to March 2014,  Mr. Tyson Bae held the position of Director of Rooms operations at Shanghai Marriott Hotel Pudong East. Now he’s  back as the General Manager to  face greater challenges. Mr. Tyson Bae is contemplating how to increase the popularity of the hotel in the market, how to integrate with the management team as soon as possible to develop new hospitality products, how to formulate a plan for the hotel’s future growth. Fortunately, Mr. Bae always hits the nail on the head whenever he finds himself in a complex situation. “Service improvement will continue to be the top priority.” Mr. Bae has followed this  philosophy throughout his hospitality career. There are a number of management rules for a 5 star hotel, but the crux always lies with its people. And this is what makes a hotel stand out from the crowd. Then, the people oriented culture of Marriott International is worth mentioning.

In such a people oriented atmosphere, each individual employee is cared for, regardless of his or her position in the hierarchy, so that the entire staff becomes a big happy family. Along his career, Mr. Bae has declined quite a few offers from other hotel groups. According to him, “I feel accomplished working for Marriott International not only because of the economic and other tangible benefits it offers, but also the fact that the staff at Marriott International are much more than employees: they have gone through happiness and hardships side by side and an emotional bond links all staff members. So I quite enjoy working in this big family.” It is happiness, involvement and accomplishment that have retained Mr. Bae for 15 years with Marriott International.

Mr. Bae’s successful career of the past 15 years has confirmed a famous saying that opportunity always falls into the hands of those who are well prepared. Having worked for 8 hotels in 4 different   countries, he easily adapts to a new environment and can start working within the shortest possible time with maximum devotion. When I mention that many young men seek instant successes and quick benefits but fail to seize the opportunities that come along because of being flippant and superficial, Mr. Bae comments, “I do not consider myself successful, but I quite enjoy what I am and what I used to be. Toughened and sharpened by my previous experience, I am in a better position to meet greater challenges ahead.” A young General Manager as he is, Mr. Bae’s successes are based on his hardworking and practical approach. When opportunities fall into the hands of the hardworking, they will work wonders. This is how value is realized in life; this is how success is yielded.

In his daily work, Mr. Bae lives out the people oriented culture of Marriott International. As he said, not all decisions made by an excellent General Manager are correct. Sometimes his ideas come with defects, so he must have comments from various employees, and even authorize them to make decisions. And he prefers to be addressed as an excellent leader rather than an Elite General Manger. “Wherever you are in the social hierarchy, you can always learn more and become more capable if you keep a low profile.” The absolute criteria for success do not exist. In contrast, success is a relative concept and depends on the individual. When Mr. Bae says he is on his way to success, he is showing a positive and energetic attitude towards life.

Young, humorous and passionate, Mr. Bae exudes a unique charm. Whenever you talk to him, you feel relaxed. A General Manager is a mirror, before whom each employee can reflect himself or herself and discover his or her own defects. Under Mr.Bae’s leadership, every individual employee has a clear idea of his or her responsibility since Mr. Bae has clarified his requirement with an expectation of direct and prompt response from each of them. As a result, efficiency is greatly improved. In terms of hotel service, every 5 star hotel has in place a set of rules and standards, but it is the people who make a difference. There is not a single 5 star hotel that does not care for its staff. But when it comes to implementation, the management should set a good example by caring for the employees, providing them with opportunities to learn, and helping them envision their own career prospects. When each employee is trained as a potential hotel manager, he or she will be motivated to become a top performer and impart to guests the glamour of Marriott brand, which definitely add luster to Marriott International.

Marriott International has a wealth of Elite Managers, but Mr. Tyson Bae stands out as a native of Korea, a minority among all general managers. Back in Korea, he has come in the spotlight with newspapers, magazines and a number of companies approaching him for business cooperation; some government officials in Korea also suggest adding iconic Korean dishes into the Chinese cuisine at Shanghai Marriott Hotels. Thanks to Mr. Bae’s personal influence, the hotel will soon offer delicacies with Korean culinary elements. Furthermore, he is ready to bridge the cultural communication between Korea and China, in terms of culinary art, customs, cultural and historic inheritance. The splendid and profound Chinese culture dating back some 5000 years provides a solid foundation for the friendly communication and exchange between Korea and China, and for the integration of Marriott tradition with the oriental culture.

To some degree, Mr. Tyson Bae embodies such integration. The devoted，meticulous, people oriented service mentality passed down along Marriott International’s history, as well as the unassuming style typical of a Korean both find expression in Mr. Bae.  He radiates a unique charm in Shanghai Marriott Hotel Pudong East. “I wish to be a hotel manager that will long be remembered by my staff even when I have left the hotel.” I am deeply impressed by the plain remarks this accomplished hotelier gives as a summary of his 15 years hospitality career. A successful hotel may emerge above the combination of proper timing, favorable geographical location, peers support, and brand reputation, but its successes are ultimately attributed to its brilliant employees who work seamlessly and diligently day in and day out in order to take the hotel to new heights. Through the vitality, responsibility, passion, diligence and devotion of Mr. Tyson Bae and his team, I get a glimpse of the hotel’s successes today and foresee its future triumphs.