上海浦東四季酒店——何詠聰 Arthur WC Ho

最新 07-09

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上海浦東四季酒店

對話總經理

浦江東岸繁華如夢，這裡是大上海蓬勃的城市核心，鱗次櫛比的摩天建築群在此林立。上海浦東四季酒店就坐落在陸家嘴金融中心區，見證了黃浦江蜿蜒的風景和城市的變遷。本次亞美諮詢走近浦東四季酒店，與酒店總經理何詠聰先生進行了深入的交流。

在上海這座朝氣蓬勃的大都市中，浦東四季酒店以其摩登現代的獨特魅力與都市的日新月異的蓬勃律動融為一體，私人定製化的服務更是別具一格。作為上海浦東四季酒店總經理，何先生思維創新又時刻保有同理心，具有獨特的個人魅力。突出的個性和豐富的國際生活和工作背景，令他與這個注重革新的奢侈品酒店所闡述的價值格外契合。

A strong sense of empathy and charisma is what will enable someone to meet any type of person, and that』s exactly what the general manger for the Four Seasons Hotel Pudong, Shanghai Mr. Arthur W C Ho radiates. This personality comes from his international background and a sense of work ethic that embodies the company』s emphasis on innovation and enhancing its leadership in luxury travel.

立志當早存高遠

何先生表示進入酒店行業也是機緣巧合，14歲時在電視節目中看到關於介紹成功酒店管理人職業生涯的片段，便被酒店的工作和生活方式所吸引。於是在1980年他前往美國並先後就讀於愛荷華州立大學以及馬賽諸塞州的阿默斯特大學，研讀酒店及餐飲管理和營養學。畢業後他在華盛頓特區的一家喜來登酒店做夜審工作。9個月艱苦乏味又瑣碎的工作磨練了他堅韌的意志，他也因在工作中踏實誠信而倍受尊重。1987年何先生回到香港，分別就職於凱悅、喜來登和園景酒店。1998年進入國際貿易公司，針對如何能高效地執行工作又進修了相關課程，這些經歷讓他受益匪淺，在之後的管理方面遊刃有餘。

Interestingly, Mr. Ho first thought about a career in the hotel industry from a TV advertisement when he was just 14 years old. Born in Hong Kong he already had a taste of the International world, but saw a new lifestyle through a successful hotel executive on his families TV. This attractive look seemed like a great workplace, and his parents』 agreed- therefore he made it his career goal. Being a western dominated position, Mr. Ho decided to go to the United States in 1980 for his university education at both Iow a State and Amherst University in Massachusetts; focusing on hotel & restaurant management and nutrition studies. After graduating, he started his hotel work for a Sheraton inWashington D.C. as a night auditor. It was 9 months of hard, tedious, and trivial work that tested his accuracy, but gave him a very respected and reliable status at the hotel. After that, in 1987 he traveled back to Hong Kong and started building his career at the Hyatt, Sheraton, and Parkview Hotels』, as front office clerk, front office manger, and rooms』 division manager positions. Then in 1999, Mr. Ho took a small break from the hotel industry to work with an International trade company. He even took an import/export class to understand exactly how he could execute each task efficiently, and now feels that it was a beneficial career move that has helped with his different management tasks.

兩年之後，一個特別的契機讓何先生又回到了酒店行業。2000年一位前酒店的忠實客人撥通了何先生的電話，問他是否有興趣管理在倫敦的一家Millennium酒店，就這樣他又回到了熱衷的行業。而將他帶到四季品牌旗下的是2002年的另一通電話，屆時上海浦東四季酒店正在籌備開業，而何先生被視為客房總監的最佳人選，也從此開始了與四季的不解之緣。2005年在香港四季酒店擔任客房總監，2007年在新開業的澳門四季酒店擔任酒店經理，2012年在新開業的深圳四季酒店擔任總經理職位。豐富的開業經驗也令他體會到紮實的開業基礎對於一個酒店的成功有著重要的意義。2016年8月，他又來到上海，擔任上海浦東四季總經理。

That industry change was temporary, because in 2000 Mr. Ho received a call from a loyal hotel customer asking if he wanted to manage one of his Millennium Hotels』 in London, and he said yes. Hotel』s are in his blood so it was a natural reaction to take the opportunity. Then another call came in 2002, this time from the crème de la crème Four Seasons Hotels with an opportunity to help open it』s Shanghai location as the director of rooms. After that, he helped open three more Four Seasons: Hong Kong as DOM in 2005, Macau as the hotel manager in 2007, and then Shenzhen as the general manager in 2012. During the openings, he learned how important it is to slate a smart foundation for the hotels success. Then, in August of 2016 he accepted a general manager position at the Four Seasons Pudong, Shanghai and his family happily came with him.

大處著眼、小處著手

何先生告訴我們在工作中，酒店員工的團結是至關重要的，酒店與客人建立親密關係的前提是每一位員工都能做好自己的工作。在日常工作中他認真對待每一位客人，提供悉心服務，以此來教導每一位員工，並通過鼓勵員工來完成超出他們預期的工作。他會傾聽這些員工的故事，了解他們的生活，拉近和他們的關係。何先生解釋說，在一個新開業的酒店中建立紮實的員工關係更為容易，因為會在酒店開業前就認識每一位員工。在面試新員工時，何先生很關注每位應聘者的態度和個性，學習能力和情商也是考察的重要方面。員工能恰當地理解客人的需求，才能提供完美的四季酒店的入住體驗。

Mr. Ho』s specialty is in leadership, where he thinks it』s critical to rally employees to get jobs done and inspire them to achieve more than they thought they were capable of. Knowing that at the end of the day every one needs to be hands on and connected with each other and the guests. Mr. Ho teaches this motivation by displaying his efforts in the customers and by providing dependable service. He also communicates on the same level with the employees by empathizing and learning about the individuals』 life. He explained how relationship building is easier when pre-opening hotels because he meets everyone from the start, so when he walked into Pudong』s running hotel he had to work harder to build trusting relationships. When interviewing new employees, Mr. Ho』s staff focuses on the attitude and personality of each applicant. While also insuring that they want to learn and have emotional intelligence (EQ), so they can read guests correctly to provide the perfect Four Seasons Hotel experience.

何先生說每位一線員工有三個為客人服務的要求需要遵守：「把事情做好」、「了解客人所需」、「帶給客人驚喜」。「把事情做好」指一定要按照客人的要求來提供服務，即使有些事情看起來不太好理解；「了解客人所需」是指通過了解客人的需求和客人當時所處的實際情況來選擇最合適的客人的優質服務；而「帶給客人驚喜」指的是在面對客人時始終如一的提供最好的服務，讓客人在離開酒店時感嘆：「哇哦，入住浦東四季感覺非常棒！」

There are three guest service mottos each employee should live by; according to Mr. Ho they are 「get it right」, 「get me right」, & 「wow me if you can」. 「Get it right」 is providing exactly what the customer asked for even if it doesn』t match the outside situation. 「Get me right」 is reading the guest and their situation and figuring out how to service them more using intuitive knowledge. 「Wow me if you can」 is consistently providing the best service during every customer contact point, so at the end of their stay they look back and go 「Wow, everything went well」.

凡益之道、與時偕行

何先生表示，要始終關注「如何才能更好的與客戶建立關係?」對於客人來說，有時候少即是多。四季酒店開發了一個應用程序，入住客人在房間里可以通過手機直接訂購服務和產品。前沿技術對於酒店來說至關重要，同時非常幸運的是何先生的兒子讓他對最新的藍牙設備和科技新聞都了如指掌，可以一直與時俱進。

Mr. Ho says the question always is; 「How can we better engage with the customer?」 Sometimes it』s by doing less, where now the Four Seasons has an APP that the customer can order services and products from and they will be delivered straight to their room. This works amazingly for customers who don』t want the human interaction, and they』re continually improving it. The technology in a hotel is so important to keep up with, and luckily Mr. Ho』s sons keeps him in the loop with the latest Bluetooth gadgets and tech news, in-between swimming laps together in his spare time, so he continually stays current.

很高興與何詠聰先生進行交談並了解到他是如何取得今天的成就。在此感謝他的分享！

It was great communicating with Arthur W C Ho (he speaks amazing English) and learning how he grew to where he is today, and we』d like to thank him for his hospitality.

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