刚刚履新的曾金成先生是一位极有个人魅力的酒店人，总是以热情的笑容和充沛的行动力感染着周围所有人。从事酒店行业29年，在中国拥有超过20年的工作经历，曾先生的酒店职业生涯开始于新加坡的WestinStamford and Plaza, 参与过新加坡、越南、吉隆坡等不同地区国际酒店的管理工作，尤其值得一提的是他所拥有的令人钦佩的酒店筹建履历，包括Saigon Prince Hotel Vietnam，北京香格里拉饭店和上海裕景大饭店等等。在国内高端酒店业内，曾先生最具名声的，还有“培训大师”这一角色，二十余年中，出色的人才培训课程让他收获了不计其数的后辈，很多曾先生门下出道的新人都渐入佳境，更有业已成为总经理的突出学生。“桃李满天下”，用在他身上再合适不过。
珍视员工的潜力，鼓励年轻人发展个性，与此同时，曾先生作为“大家长”，时刻维护着整个酒店运营结构的稳固和始终如一的高标准服务。领导力是他极为强调的，对于每个部门的管理者他有着严格的要求，但却是用一个非常朴实的谚语来传达，“Monkey see，monkey do”这是他当年服兵役时的一句训导，如果用汉语来表达，“以身作则，上行下效”或许是合适的。年轻时在前厅和客房部的工作经验，让他深信完美的服务是酒店运营成功的最真实基础，在培训和日常工作中，他常常言传身教地和属下交流，他习惯于下达精准的任务，但同时也深谙年轻员工的困难和疑惑，对员工不同的诉求保持兼听则明的开放态度。他甚至不介意员工犯错，“发生在酒店和客人之间的很多情况都是突发的，一个新人既可能过于站在酒店的立场，也可能向客人过分妥协，他会感到两难，我鼓励他们向管理者求助，向我求助，我会以自己的经验给他明确的解决思路——即使他已经犯了不当的错误，但经过这一次和我们的交流，他可以最快地明白道理，也成长得更快。”他坦言本地的服务经营理念和希尔顿的标准有一些偏差，但充满感染力的曾先生已经用自己的诚恳和无私扶助推动团队走上了正轨。
Great Ambition on Accumulated Strength
——Exclusive Interview with Mr. Richard Chan, General Manager of Hilton Urumqi
On September 12th, 2015, the first Hilton Hotel in Urumqi, Xinjiang Province has grandly opened. The vitality and ardor of the city has immediately won great interests and new clients for this global notable hotel brand. On the occasion of its successful opening, we were honored to have Mr. Richard Chan, General Manager of Hilton Urumqi to share Hilton’s new journey. The debut of Hilton Urumqi is a deliberate and significant decision for Hilton Group, and Richard, a Singaporean, has assumed his position farthest in China for the first time. He is well-known for hotel management, especially distinctive training style. All these have added more glamorous color for the exciting opening of Hilton Urumqi.
Contiguous to Xinjiang International Convention & Exhibition Center, the main venue of China-Eurasia Expo. With a total construction area of 70,000 square meters, the hotel has 383 guest rooms in the aggregate. Located in Hongguangshan CBD, it is surrounded by Hongguangshan Ecological Tourism Park. The heart-shaking undulating scenery, the snow-capped mountain and boundless flatland have enormously increased Hilton Urumqi’s charm.
Richard, a gentleman of personality charisma, has influenced people around with his warm smile and high efficiency. Devoting himself into the hotel industry for 29 years, he has accumulated related experience in China for over 20 years, starting from Westin Stamford and Plaza in Singapore, and participating in international hotel management work in different places such as Singapore, Vietnam and Kuala Lumpur. It is worth mentioning that he has an impressive hotel working resume, which includes Saigon Prince Hotel Vietnam, Shangri-La Hotel Beijing and the Eton Hotel Shanghai. In addition, Richard has earned his reputation as a training master in the domestic hotel industry. During his 20 years’ work, he has trained numerous hotel team member in which many of them have already become hotel leaders and some of them even hold the post of General Manager. “Having excellent students all over the world” can be best reflected in him.
Richard adheres to providing guests with high-quality services, building a team with absolute sincerity and managing an outstanding hotel for proprietor. He believes that the success of professional hotels lies in focusing on the details service, looking from the big picture and working diligently and skillfully. Concerning on his appointment, Richard says, “I will do my utmost to ensure the unique high-level service for the hotel guests, bringing brand new management idea to Hilton Urumqi. We believe the high-quality service requirement and accurate market positioning will drive the hotel to excellency.”
Although there are many five-star hotels in Urumqi due to its political, economy and trade prosperity, the marching in of the international hotel brands is still in initial stage. As the most luxurious hotel and the international brand pioneer in Xinjiang Province, Hilton Urumqi has lots of sparkling highlights to mention. No matter from the decoration style, guest room design, to banquet, catering, Hilton Urumqi is establishing a new benchmark in the Xinjiang’s hotel industry. The hotel offers exquisite and marvelous guest rooms with marble-decorated bathroom, 42-inch LCD TV, gorgeous and comfortable bed and a full set of wireless network equipment. The fitness center opens 24 hours, the indoor heated swimming pool as well as spa and yoga center will also be fully opened. The hotel is also accessible from all directions, which guests can easily reach the city center or famous sightseeing places, only 10 miles from Xinjiang International Bazaar and 80 miles from Heaven Lake also noted as Xinjiang Alps.
The hotel also boasts with advanced conference facilities including 3000-square-meter full-functional meeting venue. The venue contains a 1550-square-meter luxurious banquet hall equipped with floor-to-ceiling restroom which can receive 1000 VIP guests, It is the largest banquet venue of monomer area in all five-star hotels in Urumqi. There are another nine spacious multi-functional conference rooms meeting the needs of all kinds of requirement, transferring easily from venue to fashion canteen based on different guests’ demands. The whole banquet department can cater for all kinds of banquets and conferences to meet the personalized using needs of different clients.
When it comes to the design and investing efforts of the catering department, Richard eloquently introduced with great familiarity. Hilton Urumqi sets four distinctive restaurants and two stylistically different bars. U Cafe is a refreshing all-day dining restaurant served with exotic buffet and dish menu. With four open kitchen stalls and an exquisite dessert and sashimi stall, the food are very convenient to take in the restaurant. “The buffet has been fully booked this month! ” Richard said with proud. The brand culture originated from the U.S. has made the local guests experience the charm of international top-notch hotel and the perfect combination of western dishes and local taste has attracted guests coming all the way here. Concerning the keen fond of Hilton by Xinjiang guests, Richard expressed his sincere gratitude.
Richard introduced various featured restaurants in different styles of Hilton Urumqi. Magnificently decorated Yuxi Chinese restaurant has 19 stylish private rooms, mainly providing Cantonese and Northern China cuisine. The decoration design of the whole Chinese restaurant borrows the idea of woodblock printing, an ancient technique. The Silk Road provides classical Muslim delicacies, locally produced natural food cooked by traditional methods with a history of thousands of years. Richard strongly recommended the yogurt made by the hotel. When entering Lobby Bar, it feels like being in Central Asia, round-shape room furnished with colorful glass, along with soft mats and rugs with Persian patterns. It is a perfect place to enjoy famous Hilton afternoon tea and desserts. In all these restaurants, attendants all wear ethnic dress, injecting new vigor into the hotel. Richard introduced his initial design of the hotel uniform, “Previously, Xinjiang’s service industry was very conservative and attendant’s uniforms were only in black and grey. But Xinjiang people are very enthusiastic. Although this is the first time to Xinjiang, Urumqi. I could feel some connections to here. I want to present such passion through our uniforms. Bright customized uniforms not only create a visual pleasant image, but also boost the morale of our employees, making our young attendants look more beautiful.”
Richard has extensive experience in running new hotels. The most impressive and amazing thing about him is his high efficiency and excellent work. After looking around this perfect brand-new hotel, “how could he create such a miracle?” is a question. He only spent several months to launch this hotel in autumn and cause a sensation in the city from kicking off this project in spring with a small team, less than ten people. Richard said modestly, “this is an effort of all stakeholders, including our colleagues and property owners.” He was very touched by the courtesy of the property owner since when they firstly met, the President of the property owner even personally served tea for him. Besides, Richard is also very satisfied with his colleagues and pays close attention to employee training.
Dedication is a requirement of Richard for himself as well as his employees. He would personally train new employees and share his career vision with everyone, such as “when we are needed, when we could make progress and how we could make hotel success.” Richard explains his management style in the brand of HILTON (standing for Hospitality, Integrity, Leadership, Teamwork, Ownership and Now) to all employees. “We will pass Hilton core value onto each guest.” How to do it? In China, Richard frequently receives such questions, “Is your hotel a five-star hotel?” He would reply, “Five-star is not important. Wholehearted service is the most important.” Hilton employees shall immediately answer and solve each question raised by guests. “Wholehearted smile will leave a good impression on guests. Any subtle service will make your guests remember your service.”
Richard values employee’s potential and encourages personalized development. As a “team leader”, he always maintains the stability of hotel management structure and adopts consistent Hilton standard in hotel services. He always emphasizes leadership and poses higher requirements on the managers of each division. “Monkey see, Monkey do” is an instruction that he received in his military service. There are also similar expressions in Chinese. When his was young, he worked at the hotel hall and housekeeping department. From this experience, he believe that perfect service is a foundation for hotel success. In employee training and daily work, he always talks with employees openly and gives accurate instructions. He also understands troubles and confusions that young employees may encounter during their works. He is open for employee’s requests and tolerate employee’s mistakes. “New attendants may encounter many unexpected things in their work. They may not know how to deal with them, compromising or uncompromising? I encourage them to ask helps from managers or me. I will tell them how to solve such issues with my experience, even they had made mistakes. As such, new employees could make progress and grow quickly.” Richard frankly acknowledges that the local service management falls behind with Hilton’s standards. However, Richard helps the team to get on the track with his passion and selfless assistance.
Hilton Urumqi announces its opening on the occasion of celebrating the 60th anniversary of Xinjiang Uygur Autonomous Region, quickly integrating into local booming business environment. In the future, the 56thMiss Universe China pageant Xinjiang leg will be held at Hilton. Also, many Hilton’s old friends will visit Xinjiang province—this charming land. As the first Hilton hotel in Xinjiang province, Hilton Urumqi will provide its famous “smile service” and create a safe and convenient environment for guests. Mr. Richard Chan will bring his extensive experience and enthusiasm to Hilton Urumqi and Xinjiang province, injecting new vigor into this ancient and exotic land. Best wishes for Hilton Urumqi and may it a great success on the Silk Road.