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专访厦门威斯汀酒店总经理马丁先生

“展望2018”酒店高层系列访谈

来自英国的马丁先生拥有超过20年的丰富酒店从业经验,而18年在中国的长期居住经历,使得马丁先生对亚洲文化有着深刻的理解,并练就了一口流利的中文。毫无疑问,他的丰富的工作经验,熟练的语言技巧和管理技能将激发员工的热情,传递厦门威斯汀酒店的“在旅行中保持健康”的独特理念。

T&L:您觉得2017年中国高端酒店业市场有何变化?贵酒店如何应对这些变化?

What changes do you think about China's high-end hotel market in 2017? How did your hotel respond to these changes?

马丁先生:高端酒店在过去十年中几乎渗透到中国国内所有的一二线城市核心地段。在2017年更加是发展迅速,同比增长了约百分之四十。在高端酒店业持续回暖的大背景下,另一业界特征为消费人群的年轻化。这促使酒店需要不断地革新,更加重视产品的多元化,以满足更多消费者的需求。

2017年,厦门最大的活动莫过于承办了金砖国家领导人会晤。作为墨西哥总统和南非总统的官方下榻酒店,我们厦门威斯汀酒店配合厦门市政府,全面提升了酒店的软件和硬件配套。对酒店的设施设备进行了更新换代,加强了安保系统的级别。同时,在服务水平上也加大了培训力度。齐心协力完成好了中央交给我们的任务。

For the past ten years, the high-end hotels develop so fast throughout the mainland of China. In 2017, the quantity almost increased 40%. With the developing of the high-end hotels, the other big trend is the customers become younger in average age. This also forced hotel industry to do more innovation and focusing on the diversified of products, to meet nowadays the requirement of customers.

In 2017, the 9th BRICS summit has been held in Xiamen from September 3rd to 5th, 2017. As the official reception hotel, the Westin Xiamen welcomed the President of Mexico and the President of South Africa. In order to better cooperate with the reception work, we fully increased the software and hardware of our hotel. To enhanced security system. Also, we upgrade the service and promised to offer the excellent experience to every of our guest.

T&L:越来越多的高端酒店进驻中国市场,竞争也越来越大,贵酒店有哪些措施应对激烈的竞争环境?

More and more high-end hotels are entering the Chinese market, leading more and more fierce competition. What measures will you take to deal with the fierce competition environment?

马丁先生:厦门市场上的高星级酒店发展蓬勃。在这样的市场竞争环境中,厦门威斯汀酒店更加需要通过宣传我们独特的品牌文化,推崇的生活方式,以及差异化的产品,来占有更多的市场份额。

With the booming development of hotel industry in Xiamen. The Westin Xiamen need to focus more on our positioning. Actually, we have our unique brand culture. And we will increase the awareness of our life style through more activities. Besides, the product differentiation will be the big method to seize more market share.

T&L:您认为过去一年酒店业在服务创新,管理创新,科技创新方面有哪些值得关注的案例?

What noteworthy cases of service innovation, management innovation, scientific and technological innovation within hotel industry in the past year?

马丁先生:作为信息化日新月异的今天,我们也更加重视酒店产品及服务的电子化和科技化。2017年厦门威斯汀酒店开发及应用了手机客户端办理登记入住及退房业务。宾客可以直接在手机端进行客房的预订及办理入住。不仅节约了时间和资源,而且深受年轻用户群的喜爱,提升了宾客入住的体验。

Nowadays, in the information time, the electronization and technicaliation of hotel service and product has been more and more important. In 2017, the Westin Xiamen create and applied the Mobile Check-in and Check-out function. Our guests can reserve the room online directly and do self Check-in and Check-out through mobile. Not only efficient, it also attract more young generations to upgrade their living experience.

T&L:酒店与OTA的合作及矛盾是2017年的热点,您个人对此有何看法?

What do you think about the hot issue on the contradiction and cooperation between hotel and OTA in 2017?

马丁先生:OTA是发展趋势,酒店与各大OTA之间是一种长期的合作共赢的关系。设计更多更具有吸引力的网上产品,促进酒店在OTA渠道的营销。

Online Travel Agency (OTA) already had been the trend. It contributes big part of hotel revenue. The relationship between hotel and OTA should be long term cooperation and mutual benefits. To design more attractive products for OTA will be our method to drive more business in OTA channels.

T&L:2017年贵酒店有哪些事件或成就最令你难忘?

What’s the most memorable event or accomplishment of your hotel in 2017?

马丁先生:2017年酒店最令人难忘和最成功的事情莫过于在金砖国家领导人厦门会晤期间,我们成功接待了墨西哥和南非的两位总统及夫人,获得了领导人以及厦门市政府的一致好评。与此同时,在筹备金砖会晤期间,酒店也进行了全方位的软硬件提升改造。

The most important and memorable event in 2017 will be the 9th BRICS in Xiamen. The Westin Xiamen welcomed and did reception work of South Africa’s President and Mexico’s President successfully. We also upgraded and enhanced hotel software and hardware during BRICS period and gained highly appraise from government.

T&L:2018年贵酒店的工作重点是什么?您有什么特别的计划?

What will be the focus of your hotel in 2018? Do you have any particular plans or ideas?

马丁先生:2018年厦门威斯汀酒店的工作重点仍旧是大力维护宾客忠诚度,旨在不断提升我们的宾客服务团队,另每一位宾客拥有完美的居停体验,并且流连忘返。Spg的会员计划也将是我们着力维护的项目,希望可以另更多的客人了解spg的内容,加入spg的项目。

In 2018, the Westin Xiamen will emphasis our job in maintaining guest loyalty. We will keep focusing on service standard and promise to offer guests the most pleasure staying experience and willing back always. Besides, we will also promote our SPG program and introduce to more guests about that.

T&L可否一句话介绍一下贵酒店最值得体验的东西给读者?

Could you sum up in one sentence to introduce what’s the most worthy to be experienced in your hotel to our readers?

马丁先生:厦门威斯汀酒店值得体验的产品太多了。只能选一个的话,我个人强烈推荐酒店41楼的云端私享家包厢,来一场专属于你的定制盛宴,感受最尊贵的礼遇。

除此之外,厦门威斯汀酒店还拥有全国独一无二的“Flight@Westin”服务,客人可以方便快捷地在酒店大堂办理登机。

There are too many things that you must try in the Westin Xiamen. But if you only allow me to mention one now, personally I will recommend the Up in the Air Dining Room on our 41 floor. Enjoy a private and luxury dining experience with the splendid city view and VIP services.

What’s more, at the Westin Xiamen, you can enjoy the “ Flight@Westin” program. Imagine that you can do the boarding and luggage check-in at hotel lobby directly and go to airport with ease.

T&L:2018年您个人有什么样的旅行计划?您个人选择酒店的标准是什么?

What’s your travel plan in 2018? What’s your personal standard to choose a hotel?

马丁先生:2018年我的计划就是继续游历中国的大江南北。中国美丽的地方很多,现在也有越来越多的度假型酒店开业,我会喜欢选择风景好,位置好,服务好的酒店,跟家人一起来个悠闲之旅。

My plan for 2018 will be travelling more in China. Since there are many nice places in China and more and more beautiful new resorts opened. I would love to choose some good one with great location and services to stay. Enjoy my time with families.








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