Hilton,It Just Feels Like Heaven

　　——Interview with Mr. Guy Hutchinson, General Manager of Hilton Shanghai

　　This year is the eighth year for Hilton Shanghai to be the official partner of the ATP Shanghai Rolex Tennis Masters and we have had the honor to witness the glory and splendor of the hotel along this path. Continuing last year’s slogan of “the magic of Hilton is in its people”, the hotel has further expanded its magic to ensure that “Hilton just feels like heaven”. Just as the Tennis Masters symbolizes a milestone in making a dream come true and a spirit of tenacious advancement, Hiltoners embody the vigor of a mountaineer who has conquered countless peaks and made amazing accomplishments.

　　When referring to his three years’ life in Shanghai and the history of the partnership of Hilton Shanghai and Tennis Masters, the General Manager Guy Hutchinson spoke with a tinge of emotion, as he is to leave Shanghai at the end of this year to take office as the Regional General Manager for North China for Hilton Worldwide. Recalling the time when he was assigned to the hotel, Mr. Hutchinson sighed how “time flies. I have been at Hilton Shanghai for three and half years. It is a significant part of my career and an excellent platform. I love Shanghai with deep feeling and I enjoy my work here.” As the first international five-star hotel in Shanghai, Hilton Shanghai seeks perfection in all aspects. It has been acknowledged by all that the General Manager in front of us has injected new breath into the hotel and changed its profile. Besides being the earliest and one of the best five-star hotels in Shanghai, it now impresses people as a classic brand with traditions and infinite charm.

　　From October 9 to 16, 2011, Shanghai Qi Zhong Tennis Centre will host the larger-scale Shanghai Rolex Masters. As an annual international sporting event, the Tennis Masters has extensive influence and Hilton Shanghai has scored another honour as the official Prestige Sponsor for the only Tennis Masters in Asia. The hotel will provide accommodation for more than 100 members of the international tennis community, including players, coaches, officials, family members, sponsors and dignitaries during the event. It will also supply catering services for some 40,000 guests at the week-long tournament at the Shanghai Qi Zhong Tennis Center. Mr. Hutchinson said that “with more and more sponsors surging into the market, the degree of involvement has been increased. The partnership is a golden chance for us to strengthen our team and each hotel team member is looking forward to the game.” To offer an enhanced catering experience, Hilton Shanghai has proudly introduced a distinguished figure from the American gastronomic circle, Chef Kim Canteenwalla as the chef for this year Shanghai Rolex Masters. The collaboration of award-winning Hilton Shanghai Executive Chef Emmanuel Souliere and the ingenious culinary creations of internationally-renowned Chef Canteenwalla promises to bring the much sought-after American gourmet flavours to the world-famous tennis players. The objective is to create a Masters experience totally different from the previous by combining the international sporting event with a food feast and imbuing the Hilton brand with a sporting spirit.

　　Apart from providing accommodation for the event, Hilton Shanghai also needs to maintain its normal business during the tournament and to implement the idea of “Hilton – just feels like heaven” in all details. Precious as new ideas are, the realization of dreams counts for much more. At this year’s Hotel Manager Forum, Mr. Hutchinson was awarded the “Most Innovative Leader 2011” in recognition of his outstanding contribution to the industry. The winner himself commented that “I have always been obsessed with creation and innovation. A lot of people think that an innovative leader must be filled with new ideas, which I disagree with. An innovative general manager, in fact, is the person who creates the correct environment which releases and channels the creativity of the team. For our employees, no matter whether they work in the kitchen, room service or other parts of the hotel, we offer challenges and opportunities to boost their enthusiasm and to stimulate their creative thinking. We put ideas into actions and eventually reality.” As a result, the hotel topped in the 9th Chinese college students’ Best Employer List (Hospitality Industry) compiled by www.ChinaHR.com. Hilton Shanghai has a comprehensive training program, which is being perfected continuously. Over 400 employees have served at the hotel loyally for more than 10 years. To achieve this, the general manager has invested enormous efforts in keeping the workforce and making everyone achieve his goal happily and more quickly.

　　When asked whether he was satisfied with his achievements, Mr. Hutchinson remarked that “I am never satisfied. If a person has set high requirements for themselves, then they devote themselves completely to the work and become more active and vigorous.” Next year, he is going to Beijing to establish the Hilton World Wide China North Headquarters. The new job will be quite different from the old one as a general manager who focuses on customers’ experience and tends to pay more attention to details like whether the hotel facilities are comfortable, the food is pleasing or customers like their stay. According to Mr. Hutchinson, “next year will be a new year, a big challenge for me. But I like challenges and change, which are an extension of my work to some extent.”

　　In addition to his own development, Mr. Hutchinson has founded a solid base for the future progress of Hilton Shanghai, which, as a leader in the industry, keeps producing new things and bringing pleasant surprises. For one thing, its business philosophy is rightly reflected by its partnership with Tennis Masters. For another, its constant creation, original marketing strategies, social activities and high exposure in media have won more and more public attention and business opportunities as well. For example, the hotel has become the only prestige partner of Sephora Beauty School this year.

　　The realization of dreams is neither just a personal goal nor an approach to corporate fame. Hilton Shanghai has won praises because of its offer of high quality services and more importantly because of its dedication to public welfare. It is devoted to expand its philanthropy and to realize everyone’s dream. This year, Hilton Shanghai initiated the green moon cake packaging program. “When we treat the earth with love, it would double the love it returns.” The “green moon cake package” produced by the hotel is manufactured with authenticated 100% recyclable materials that can be used repeatedly. This has added a meaningful theme to the traditional gift. In addition, 10 yuan will be donated to WWF at the sale of each box to support the development of replaceable resources in Qinling Mountain community and the “Protection Project of Wild Panda Habitat in Qinling Mountain”. This is an effort to maintain the home for pandas and a contribution to improve the natural environment of their habitat. Hilton Shanghai wishes to awaken the public to the importance of environment protection. By using green materials in the moon cake packaging, the hotel has practiced what it advocates and involved itself in the cause of improving the ecological environment of the earth. Such a special gift is like a message of environment protection, which will attract more people to join the movement. What is more, at every Christmas in the past 13 years, the Hilton Christmas train has whistled through the ‘village’ in the lobby, bringing happiness and joy to numerous customers. The warm candle light has also brought hope to children in need.

　　Mr. Hutchinson has always believed that tenacity is indispensable to realize one’s dream. It is true for him in his past experience and also true for candidates in Tennis Masters. The prosperous Shanghai has not become the only appointed arena for the event in Asia by chance. Hilton Shanghai, which records over 20 years’ history in the hospitality industry in Shanghai, is as confident and steady as its General Manager Guy Hutchinson. With eight years’ partnership with the Tennis Masters, the hotel has demonstrated its unparalleled dignity and glory to the whole world. It is predictable that Hilton hotels, besides providing comfortable accommodation to customers, will shoulder more social responsibilities in helping and encouraging people to overcome obstacles and to achieve their goals in life. Undoubtedly, Hilton Shanghai will continue to produce legends and glories in the hotel industry.