Exclusive Interview with Ms. Stanley Yin, General Manager of Renaissance Shanghai Caohejing Hotel
Grand Hotels media :As the first five-star international brand hotel in the heart of Shanghai Caohejing High-Tech Park, Renaissance Shanghai Caohejing Hotel enjoys a superior geographic location. From your perspective, what are the advantages of the hotel to attract guests?
Renaissance Caohejing benefits a great deal from its easy access to central business districts and traffic hubs. It is just 20 minutes’drive from Hongqiao Airport & Railway Station, Hongqiao business district, and the shopping and dining hub of Xujiahui. We enjoy an advantage over our counterparts in downtown Shanghai in terms of our geographic location, which offers greater time saving benefits. We are 5 walking minutes from Metro line station. With the operation of Metro line 9 & 12, Caohejing is widely acknowledged, in the past few years, as an upgraded metro station with convenient traffic.
Ms. Stanley Yin: With its solid industrial roots, Caohejing High-Tech Park is alluring an increasing number of international enterprises to set up regional headquarters or offices in its vicinity. This is what we are witnessing at the moment and what we believe will sustain into the future. For the hospitality industry, there is much to expect of this vast, premium business client base.
Grand Hotels media :From Ningbo Marriott Hotel to Renaissance Shanghai Caohejing Hotel, you have worked for Marriott International Inc. for more than 20 years. Could you share with us your hotel operation experience and management concept?
Ms. Stanley Yin:First and foremost, I agree with Marriott’s core values and culture. Putting people first, pursuing excellence, embracing change, acting with integrity, and serving our world—all of these ideals are part of what I see everyday at Marriott. In fact, there are plenty of people who have been working in Marriott Group for 20 years, 30 years, or even a lifetime, because Marriott practices what it preaches.
In terms of what resonates with me the most–I would have to say Marriott’s “Spirit to Serve”program. This program, which exists in all of our Hotels, makes our culture more vibrant, our business stronger, and the world a better place. Investing in and helping the communities where we do business is at the core of the program. Social responsibility, volunteer service, and community engagement allow us as a company to give back to the same communities that support our Hotels.
For me, Marriott is not only a company to work for, but also a guiding philosophy for living my own life. Over the 20 years I have worked for this company, I have gained a more in depth understanding of its culture and values, which in turn, have made me a more knowledgeable and successful person.
Every moment that I experience something new with Marriott, whether it was my first job, my first opening of a hotel, my first job managing a team of people, or even my first job as a General Manager; each experience is memorable, and these memories I will keep forever.
Grand Hotels media :As an excellent leader, how do you communicate with your employees? What do you want to share with them usually? What kind of spirit do you want your team members to have?
Ms. Stanley Yin:Our Associates are the biggest asset of the Hotel. As Mr. J.W. Marriott has stated many times, “If we take care of the associates, the associates will take care of the customers, and the customers will come back”. This one statement expresses the amount of care and respect all managers should have for their associates. Care about their career development, care about their training, and even caring for their personal life, all are important to ensuring the associates enjoy their job and have respect for their job creating a great guest experience. Marriott has won numerous “Best Company to Work for” awards based on this culture, and has once again been listed as one of the “TOP 100 Best Companies to Work for” by Fortune magazine for a continuous 20 years straight.
It’s our belief that the passion and motivation to work does not only come from a satisfactory salary, but also comes from the ability to develop ones own career. The training of our associates is extensive and starts from the first day the associates are on the job with Marriott’s Orientation Training. Marriott arranges different training programs according to the different job levels and departments that exist at a Hotel. Even within our wide range of Marriott brands, the training is tailored to that particular brand, that way ensuring the philosophy or concept of the individual brand is resonated from the associate during interactions with guests. Finally, we also offer inter-departmental cross-training to associates, allowing them the opportunity to develop in other areas of the Hotel. There are many examples within Marriott, where an associate may have started in one departmental area of the Hotel, moved to another, and is now is in charge of both areas.Thegoal, have well trained associates and management that have experiencein numerous departments thus creating career development opportunities and overall a better service experience for our guests.
Here at Renaissance Caohejing, our team is not addressed as staff; instead, we call each other ‘ambassador’. And we have a special name for our service team: the navigator, which forms an integral part of Marriott brand identity.
Grand Hotels media :As the sixth hotel of the Renaissance brand, Renaissance Shanghai Caohejing Hotel has very unique facilities and personalized elite services, bringing guests great excitement and deep longing. Could you introduce the unique features of Renaissance Shanghai Caohejing Hotel for us?
Ms. Stanley Yin:Renaissance Caohejing offers an appealing and thoughtfully conceived range of local international cuisines in a variety of venues designed to family gatherings and fine dining. Especially, the Smoki Moto, 1st floor, seems to be the center of hustle and bustle, and is likely to win most fame and fortune for the hotel. Our award-winning Korean Chef Min Lee, she has long term culinary experience spanning Burj Al Arab Jumeirah - 7-stars luxury hotel in Dubai and independent restaurants in South Korea. She brings her initiative, creativity and excellent knowledge of culinary trends to Smoki Moto in Renaissance Shanghai Caohejing Hotel. With her vast culinary experience and knowledge of Korean cuisine, the Korean cuisine here is acknowledged as the most authentic and worshiped by a large number of Korean guests.
Grand Hotels media :Nowadays, the hotel industry pays great attention on characteristic cuisine and diverse culture. The competition in banquet and accommodation services is also increasingly fierce. So, will Renaissance Shanghai Caohejing Hotel put more efforts in these aspects?
Ms. Stanley Yin:Renaissance Caohejing takes every chance to help our guests experience something new. We deliver a unique meeting experience “R.E.N. Meeting” showcasing the personality of the brand, as well as celebrating the inspired brand values: intriguing, indigenous, and independent. From locally inspired beverage and food breaks, to the sights, scents and sounds that offer an experience beyond a traditional meeting.
Hotel guests, particularly younger ones, have become increasingly reliant on their mobile devices, and we are trying to adopt new technologies to appeal to them. “R.E.N. Meetings Expert” - a mobile app that gives our guest’s control of the meeting space from their smartphone. This platform provides distinctive experiences, identifies key customer touch points, and executes signature programming to consistently intrigue and satisfy our meeting planners and attendees.
Guests at Marriott hotels now are able to check-in with just a few taps of their mobile phones before their arrival. It makes travel easier than ever, all guests have to do once they arrive at the hotel is walk up to the front desk and pick up their pre-programmed key card.
酒店客人，尤其是年轻的客人，越来越依赖于他们的移动设备，我们正尝试采用更多新技术去迎合他们。“R.E.N. 会议专家” ——一项移动应用程序，让我们的客人仅通过使用智能手机便可对会议空间进行控制。该平台提供诸如，关键客户识别，以及专为会议发起者和与会者提供的签名程序等独特体验。