Exclusive Interview with Mr. Arno Nicolussi Moretto, New Cluster General Manager of Greenland World Center Hotels Hongqiao
专访上海虹桥绿地世界酒店中心群总经理倪可思
Grand Hotels Media:As a seasoned and hands-on senior professional with over 28 years of hotel management experience, you have assumed positions in a number of international brand hotels. So, what attracts you most about Greenland International Hotels Group (GIHG)?
Mr.Arno Nicolussi Moretto:During the 17 years when I worked in China, I have witnessed China’s rapid economic development as well as the emergence of Chinese hotel brands. More and more hotel investors are gaining the dual identity of hotel managers plus investors, demonstrating that the Chinese hotels have an improved understanding and control of hotels.Many local hotel management companies excel in performance and through word of mouth and I am pleased to say thatGreenland International Hotels is one of them.
In each Greenland hotel, you will have access to superior services featuring the collision of atraditional Chinese culture intertwined with a modern western mix. Greenland Group has always been committed to the service philosophy of “making a better life”, aiming to provide guests and employees with attractive and caring accommodations and working experiences.
Hence, I feel honored being able to work for such a well-capitalized, far-sighted and caring company.
Grand Hotels Media: Greenland World Center Hotels will launch three new hotels in the year of 2017. What are your expectations towards the operation and management of these hotels?
Mr.Arno Nicolussi Moretto:As the first complex China-based hotels of Greenland International Hotels, we have made bold and innovative attempts in terms of operations. With only one management team to take charge of all crucial posts and functional departments, labor costs are minimized while efficiency is improved. For instance, our Sales & Marketing, Marketing & Communications, Revenue Management, Human Resources, Finance and Engineering teams concurrently manage all three hotels.
In Greenland International Hotels, we encourage our staff to improve themselves with personalized development plans carried out for each of our employees. As one of China’s largest hotel property investors and operators, GIHG owns hotel assets of more than RMB 20 billion, with 20,000 rooms in 79 hotels and projects in pipelines across 7 countries and 54 cities. With own-branded hotels as its core business, GIHG is transforming itself into a world-renowned hotel management company and will achieve a portfolio of more than 100 hotels worldwide by the end of 2020. With numerous opportunities in front of us, I believe that in the near future, many of our team members will become pioneers of other Greenland hotels. In the meantime, we will cultivate more professional hoteliers for the Group.
Grand Hotels Media:PRIMUS Hotel Shanghai Hongqiao, PRIMUS Residence Shanghai Hongqiao and The QUBE Hotel Shanghai Hongqiao will be respectively opened in October, June and April this year. Since the hotels all belong to Greenland International Hotels Group (GIHG), do they have any difference in brand concept and service?
Mr.Arno Nicolussi Moretto:PRIMUS is an ideal luxury hotel that is located in the frontier of the city, which gives a nice balance for each and every business and leisure traveler a place of comfortability and relaxation while in a stylish and urban retreat. With a modern and dynamic atmosphere, PRIMUS provides unique freestyle services with a personality and an inspired attitude of luxury.
PRIMUS Hotel creates an ideal luxury destination for high-end FIT and business travelers. PRIMUS Residence aims to create a “Home Away from Home” with ideal comfort. The warm color and design of pure solid wood, as well as the spacious and illustrious space, serves purposes of personal business travel and family residing (a family of six members at the most).
“Life is a wonderful journey” If travelling is regarded as drawing a cycle, The QUBE hotel could be the most splendid part. The QUBE Hotel Shanghai Hongqiao is designed for business travelers who are looking for convenience to a comfortable stay.
Grand Hotels Media:You have worked in China for over ten years. So far, is there any obvious change in your work and life during your stay in this country?
Mr.Arno Nicolussi Moretto:Having worked in China for 17 years, I have witnessed many significant changes to China. I was fortunate to get the chance to serve in the Beijing Olympics 2008 and Shanghai World Expo 2010, witnessing China’s world-renowned moments of brilliance. Along with the rapid development of the Chinese economy, the younger generationsare receiving excellent education not only in math and science, but for English as well. We will find that the majority of young adults around us today in China speak fluent English. Likewise, there are many of these well-educated young adults serving in my team. They play important roles similar to those that have studied overseas.
What surprises me the most is the convenience of living in China, which is a country where high technology and social media are given full rein. Payment for transportation, catering, shopping, all can be made by the press of a button on a cell phone. Carrying a purse no longer serves it’s purpose, rather it is now mostly for the fashionable. Application of these technologies has facilitated the development of the hotel market, allowing people a greater space for thoughts and changes.
Grand Hotels Media:As a very experienced hotelier, how do you communicate with your team members? What kind of spirit do you want them to have and what kind of methods will you use to manage them?
Mr.Arno Nicolussi Moretto:I have never deemed myself a hotel “manager” in a real sense. Most often, I ask my colleagues to address problems from a guest’s perspective. What if the same situation occurs to themselves as guests? Therefore, our colleagues serve guests with the most thoughtful and attentive attitude.
On the other hand, each colleague in the hotel has great potential. In Greenland World Center Hotels Shanghai, our colleagues are referred to as “talents” rather than ordinary employees. With sincere respect and considerations for their future development, the “talents” work harder to serve guests in an optimistic manner, making Greenland World Center Hotels Shanghai the mainstay of the hotel industry.
Grand Hotels Media:The QUBE Hotel Shanghai Hongqiao & PRIMUS Hotel Shanghai Hongqiao are customized for business travelers and companies for an ideal meeting & stay experience. So, what kind of venues and services does the hotel have for business meetings?
Mr.Arno Nicolussi Moretto:By virtue of unique geographical location and complete conference facilities, PRIMUS Hotel Shanghai Hongqiao & The QUBE Hotel Shanghai Hongqiao have become the top selections as venues for various high-end conferences, social activities and weddings. The magnificent 1,200-square-meter non-pillar PRIMUS Ballroom can be flexibly divided into 3 sub-halls, capable of accommodating 1,400 guests concurrently at the most. In addition, there are 17 meeting rooms with consummate facilities in the 2 hotels & 1 residence, all equipped with modern multimedia and light-acoustics equipment so as to guarantee professionalism and luxury of the conferences. The Hotels also provides characterized customization services for meetings and render profoundly wonderful conference experiences.
《大酒店》：您拥有超过28年丰富的酒店管理经验，也任职过多家国际品牌酒店。请问绿地酒店集团有什么独特之处吸引您的？
倪可思先生：在中国工作17年，我见证了中国经济的飞速发展，也见证了中国酒店品牌从无到有的成长。越来越多的酒店投资人转换角色变成酒店管理者加投资人的双重身份，这也反应出中国企业对酒店的掌握更加成熟。很多的中国本土酒店品牌中不乏业绩与口碑都相当出色的本土酒店管理公司，绿地国际酒店集团就是其中之一。
在绿地的每一家酒店里，您都能体验到浓郁的中国传统文化与时尚的西方酒店文化相碰撞所创造的精致服务。绿地集团一直致力于“让生活更美好”的服务理念，旨在为客人与员工营造一个备受关注与备受关爱的住宿与工作体验。
所以，能为这样一个资本雄厚、视野开阔且由衷关爱他人的公司工作，我感觉十分荣幸。
《大酒店》：上海虹桥绿地世界酒店中心群将在2017年新开业三个酒店，您对未来这三家酒店的运营和管理上有什么规划和展望吗？
倪可思先生：作为绿地国际酒店集团在中国的首家为数不多的三家酒店综合体，我们在运作上进行了大胆创新的尝试---所有关键岗位及职能部门只设立一个团队管理。比如，我们的市场销售、市场传讯、收益管理、人力资源、财务、工程等团队均同时管理三家酒店。这样最大限度的节约了用人成本，也提高了工作效率。
在绿地国际酒店集团，我们鼓励员工提升自己，并为每一个员工制定属于他们自己的职业发展计划。作为国内最大酒店物业持有商和管理运营商之一，绿地国际酒店管理集团目前在全球范围内经营和在建超过79家酒店，项目遍布全球7国54城，拥有各类客房20,000余间，预计开业和正在施工项目总值超200亿人民币并将在2020年前在全球范围内拥有超过100家酒店。在众多的机遇面前，我相信不久的将来，我们团队里的很多人将会成为其它绿地酒店的开拓者，而同时，我们也会为集团培养出更多优秀的酒店职业经理人。
《大酒店》：上海虹桥绿地铂瑞酒店，上海虹桥绿地铂瑞公寓，上海虹桥绿地铂骊酒店这三家酒店分别会在今年的10月、6月、4月开业，这三家酒店都属于绿地酒店集团，在品牌理念和服务上会有所侧重吗？
倪可思先生：铂瑞酒店是绿地国际酒店管理集团旗下的个性奢华品牌酒店。它一般坐落于城市前沿地带，集时尚与优雅于一身，是全球商务及休闲旅客的工作与生活平衡之所。充满现代感并且富有活力、随心而至的个性化服务，铂瑞，以全新视角看待奢华。
铂瑞酒店针对高端散客及商务客人，致力于营造出一个个性奢华的旅居目的地；铂瑞公寓致力于打造一个惬意舒适的“异乡居所”，纯实木的温暖用色和全进口的高品质厨卫电器，适合从个人商务出差到六人的家庭入住。
“精彩旅途，快意人生”。如果将一场旅途比划作圈，铂骊酒店正是这平凡曲线上最精彩缤纷的一处。时尚前瞻的现代化设计风格融合当地文化精髓，年轻、大胆的色彩搭配，人性化的内部空间布局，为追求工作与生活平衡的都市年轻商务人士提供优雅舒适的休憩之所。
《大酒店》：您在中国工作了十几年的时间，从刚刚来到中国到现在，在生活上和工作上感觉到哪些明显的变化？
倪可思先生：我在中国工作的17年里，见证了它太多的变化。而我本人也有幸服务了2008年的北京奥运会和2010年的上海世博会，见证了中国受世界瞩目的辉煌时刻。随着中国经济的飞速发展，年轻一代也受到了很好的教育，大部分都可以说流利的英文，并且这样的年轻人在我的团队里扮演者重要的角色。
而我最惊讶的莫过于在中国生活的便利性，你可以不带钱包出门，也不用担心交通、餐饮、购物等支付问题，一个手机就可以完成所有支付。而这些技术的运用，也推动了酒店市场的发展，带给大家有更多的思考和空间。
《大酒店》：作为一名资深的酒店管理者，您是怎样与团队中其他成员沟通？您觉得应该用怎样的方式方法去使团队变得越来越好呈现出饱满的精神面貌的呢？
倪可思先生：我从未将自己看成一个真正的酒店“管理者”。很多时候我告诉自己的同事，让他们从客人的角度看待问题并且感同身受，我们的同事往往能为客人提供最体贴入微服务。
另一方面，酒店的每一位同事都是极具潜力的，在上海虹桥绿地世界中心酒店群的三家酒店里，我们的同事都被称为“人材”，而非普通的“员工”。只有真心尊重他们并为他们未来的发展考虑，每个“人材”势必将付诸更多的努力，并以更乐观的态度为客人提供服务，从而成为酒店业的中流砥柱。
《大酒店》：位于大虹桥商圈的核心位置，上海虹桥绿地世界中心酒店群将会务及商旅客人定位于主要消费群体。那在商务会议上又会为宾客们提供怎样的场地和服务呢？
倪可思先生：优越的地理位置及齐全的会议会务设施，使上海虹桥绿地铂瑞酒店、上海虹桥绿地铂骊酒店成为举办各类会议、社交活动及婚礼的绝佳场所。铂瑞酒店拥有1,200平方米无柱式大宴会厅，可灵活拆分为3个独立宴会厅，最多可同时容纳1,400位客人与会。两家酒店及一家公寓另有17间设施齐全的多功能会议厅及一间278平方米的多功能厅，全部配备现代化的多媒体及灯光音响设备。所有酒店均提供会议管家服务，致力于满足客人的一切会议所需，并为客人打造一场难忘的会议体验。
