瑞士酒店闫维克：客人的微笑是最大的奖励

北京港澳中心瑞士酒店总经理 闫维克

　　闫维克先生(MR.Jan E. Chovanec)于今年5月出任北京港澳中心瑞士酒店总经理。这位拥有39年酒店管理经验的总经理却有过一段难忘的门童经历，基层体验让闫维克先生从中得出了很多酒店管理真谛。来到中国，经过一段时间的适应，他认为“信任”是支撑起业主与管理方的桥梁。此次出任北京港澳中心瑞士酒店总经理，将为酒店开拓一方新天地。

　　聆听这位来自美国/斯洛伐克共和国的酒店职业经理人分享的“职业经”。

　　【迈点网】：曾经在希尔顿国际酒店集团、万豪酒店集团、瑞士酒店及度假村等国际知名酒店集团有过工作经历，印象最深的是在哪一段酒店的经历?

　　As you have been worked with different international hotel brands, Conrad Hotels The Ritz Carlton, Swissôtel hotels and resorts, What are the advantages and disadvantages? What impressed you most in the past experience, in which hotel?

　　闫维克：在过去的日子里，我有幸与不同的国际酒店品牌和一些私营业主共事，也曾经营过小规模的生意，并且在这些年的工作中受益匪浅。各个酒店之间唯一的不同就是由领袖们独创的企业文化背景和其品牌。通过榜样而不是规章制度，品牌的意义便会逐渐铭刻在每位员工的心中。被誉为高效和极具吸引力的个性化服务，是全球瑞士酒店及度假村极致追求，成就完美的信条，同时这也体现了瑞士信守承若、品质保证以及真诚好客的优秀好客传统。一个具有优秀文化的企业可以使每位团队成员都心情愉悦，并让他们尽情享受自己的工作。

　　我曾应邀在美国一家顶级奢华酒店任总经理一职，这的确是一段难忘的经历。当梦想成真的我无比激动的走进区域副总裁办公室时，却被告知我必须从门童做起。随后，我又分别在客房部、预订部以及前台工作。仅仅用了3个月的时间，我便回归了总经理的岗位。对于我来说，在大堂直接面对我们的客人，包括与我们的员工进行密切合作，是一次多么大开眼界和震撼人心的经历啊!也使我从中对企业的文化有了更加深入的理解。

　　I have had the privilege of working with some global hotel brands as well as private owners and I once owned a small business, and I have gained invaluable experience from my years in the industry. Each hotel is differentiated only by the culture of the company and its brand, which is created and upheld by the leaders of the company. These brand values are then inculcated to every team member within the hotel, through example rather than rules. At Swissôtel Hotels & Resorts, our credo - A Passion for Perfection - is characterised by individualised service that is imparted with efficiency and charm and reflects the finest traditions of Swiss hospitality – reliability, efficiency and warmth. A company with the right culture will help its team members to blossom and enjoy the work that they do.

　　One unforgettable experience took place at a luxury hotel in the United States where I had just accepted a job as the General Manager. It was a dream come true and I excitedly walked into the office of the Regional Vice President only to be told that I was to start work as a doorman. I also joined the housekeeping, reservations and front desk departments, and only took over the position of General Manager three months later. It was such an eye-opener and a humbling experience for me, being on the ground with our guests and team members, and it helped me to better understand the culture of the company.

　　【迈点网】：目前在中国普遍存在的业主与管理方之间的剪不断理还乱的关系，对此您有怎样的看法，您会怎样处理这一关系?

　　In China, between ownership and management company is an intensive/sensitive relationship. What is your opinion? How could you deal with this relationship?

　　闫维克：无论于公于私，处理任何一种关系都存在着很多挑战。除了高管同仁之间的耐心对待和友好氛围，相互交流和充分了解对方的期望也是保持健康关系的关键。在双方拥有共同目标、相互尊重和开诚布公的条件下建立信任是十分重要的。信任对于任何一种关系来说都是不可或缺的，在中国也毫无例外。

　　There are challenges in any relationships, be it business or personal. Besides patience and sometimes even good chemistry between the executives, the key to maintaining a successful relationship is communication, and having an understanding of each other’s expectations. It is essential to build trust with an agreement on common goals, a mutual respect and open and honest communication from both sides. Trust is the key factor in any relationship around the world, and China is not an exception.

　　【迈点网】：此次新上任北京港澳中心瑞士酒店总经理，会有一些怎样的新举措，让酒店在国际品牌林立的北京脱颖而出?

　　As the newly appointed General Manager of the Swissôtel Beijing Hong Kong Macau Center, could you tell us what kind of new initiatives which you are going to implement, to make the hotel stand out in Beijing among international brands?

　　闫维克：北京港澳中心瑞士酒店是最早进入北京市场的一流豪华酒店之一，并且我们很荣幸在今年度过酒店的21岁生日。北京港澳中心瑞士酒店地处CBD中央商务区，外交社区和王府井商业区，距地铁站仅有数步之遥。同时，我们拥有一支经验丰富的团队来确保为客人提供被誉为高效和极具吸引力的个性化服务，可以充分体现瑞士信守承诺、品质保证以及真诚好客的传统真谛。我们拥有优越的地理位置，和士气旺盛的团队成员。在现阶段，我们最重要的举措就是继续完成酒店的更新改造工程。酒店设施的升级是一个循序渐进的过程，我们会时刻与业主公司保持密切合作来全面完善我们的酒店，从而让顾客的下榻更加舒适。

　　Our hotel was one of the first luxury hotels to open in Beijing and we are proud to celebrate our 21st anniversary this year. Swissôtel Beijing is conveniently located at the intersection of the Central Business District, Diplomatic District and Wangfujing Shopping District and just a few steps from the subway station. We also have an experienced team to ensure individualised service that is imparted with efficiency and charm and reflects the finest traditions of Swiss hospitality – reliability, efficiency and warmth. We have a great location, highly motivated team members and at this time, the most important initiative for us would be to complete the refurbishment of our hotel. Updating our product is an on-going process and we continue to work closely with the owners to improve the hotel for the comfort of our guests.

　　【迈点网】：从事酒店39年，在这39年中，总结一下您在酒店管理中得出的几点真谛。

　　You have been engaged in the hospitality industry for 39 years, please share some insights that you have gained through the years.

　　闫维克：高管很容易仅仅关注企业达成最低目标。这样不仅会使事务变的比本身更加繁复，企业因此也会忘记服务的真谛。真正的热情好客不仅意味着我们在面对客人时，要做到热情、友好、真诚、开放、大方、热忱、和蔼可亲，在我们面对酒店同事以及生意伙伴时亦是如此。

　　作为酒店领袖的我们经常会反复提醒自己什么才是服务的真谛。通过对工作追求极致完美、成为优秀服务的形象大使，以及通过谨记“办事专注，灵活应变，待人友好，高效快捷和心情愉悦”的5F宗旨，我们可以为我们的员工树立一个良好的榜样，并且我们也完全有义务这么做。只要在工作中报以这样的态度，相信我们很快就会取得成绩。

　　It is easy for senior management to be fixated on the bottom-line. This can make the business more complicated than it already is and they may lose track of the meaning of service. To truly be hospitable means for us to be welcoming, friendly, warm, open, generous, kind and sociable not just to our guests but to our team members and business partners as well.

　　Now and then, we all need to be reminded about the true meaning of service and it is the duty of the leaders of every hotel to set an example. We can achieve this by doing our jobs to perfection and being the ambassadors of service, by keeping in mind the five ‘F’s – focus, flexibility, friendly, fast and most importantly, having fun. By nurturing this attitude, I believe that we will see the results soon enough.

　　【迈点网】：由您所带领的莫斯科克拉斯内霍米尔瑞士酒店，连续五年获得俄罗斯最佳商务酒店，2011年，莫斯科克拉斯内霍米尔瑞士酒店同时荣获欧洲最佳城市酒店及全球最佳会议酒店两个奖项。您希望给现在带领的北京港澳中心瑞士酒店带来什么荣誉?

　　In the last 5 years, you have led your team to win various international awards including Russia’s Leading Business Hotel for consecutive years since 2007, Europe"s Leading City Hotel and World"s Leading Meetings Hotel in 2011. Now that you are at Swissôtel Beijing, what honour do you hope to lead your team to?

　　闫维克：成功从来都没有秘诀。我们一切的成就都依赖于酒店所体现的瑞士热情好客，以及每时每刻对每位顾客的用心，从而让他们能拥有一段与众不同的体验。对于我们来说，最大的奖励莫过于客人的微笑和听到他们表示很高兴并会再次下榻我们的酒店。

　　There is no secret to success. All these awards and accolades were accomplished by our hotels embodying Swiss hospitality, concentrating on every single guest every minute of the day to ensure that they feel special. The best reward we can receive is to see our guests smiling and telling us how happy they are to be back at our hotel.