T&L：您觉得2017年中国的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?
陈珺先生：随着会议会展数量的增长，上海近郊地区兼具休闲与商务会议特色的酒店同时也接待了更多休闲度假出游的宾客，这些宾客中的一部分以参加会议会展的目的来到上海，闲暇之余，到近郊放松一下；另外一部分则以家庭为单位，在周末或节日小长假来到郊外的酒店，享受“慢”生活。为了满足这些客人的需求，我们以酒店公寓特色套房为基础，推出了多种房间包价，供客人们选择。这些客人的到来，十分有力地带动了酒店周末的餐饮生意，为了让客人们拥有更好的体验，在餐厅的出品上我们也做出了很多改进。With the increase of MICE business demand, the hotel in urban area of shanghai has welcomed more guests. Among these guests, some of them came to Shanghai for attending meetings and exhibitions while enjoyed leisure during breaks; others are families enjoying life with the slow pace on weekends and holidays.
To meet their demands, we have combined our unique apartments with F&B products as room packages. In this way, the F&B business has been well driven and the service and food quality also improved in return.
T&L：越来越多的高端酒店进驻中国市场，竞争也越来越激烈，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?
陈珺先生：运营是酒店管理的根本。客人会被新的品牌与新的风格所吸引，去尝试新的体验，但最终会选择服务质量与性价比最高的。因此，对细节与宾客体验的把控是运营当中至关重要的因素。我们在运营中更关注细节，重视客人的反馈，及时处理客人的投诉，用心倾听有效沟通，让宾客们有宾至如归的体验，成为我们的忠实宾客，才能长久在竞争激烈的环境中利于不败之地。
Operation always comes first in the hotel management. Guests are probably attracted by new brand and fashion style for different experience. But they still keep loyalty to high quality service and products value for money. Attention to details and focus more on guest experience are very essential. We pay much attention to guest feedback, dealing complaints by true listening and quick response to make our guests feel at home and be loyal to our hotel so as to keep a winning position in the fierce competition.
T&L：您认为过去一年酒店业在服务创新、管理创新、科技创新等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?
陈珺先生：2017年10月下旬，我们IHG 酒店集团与上汽EVCARD签署了战略合作协议，鼓励客人使用共享汽车这种环保节能的出行方式，这也是一种个性化的宾客服务新体验。而我们海外同行业的酒店管理集团最近也推出了手机APP，全面推行社区中心战略，它所带来的可能是酒店服务使用方式的转型，不论是旅客还是当地人，不论是出差在外还是在家。人人都可以使用酒店服务，酒店品牌将渗入人们的日常生活。
In the second half of October 2017, IHG Greater China has signed the strategic collaboration agreement with EVCard to encourage guests to use this shared transportation resource as it does much better to our environment while being a creative guest experience.
Last year, one of the overseas hotel management groups has just launched a new mobile app. Differentiated from online reservation app, a new concept to make hotel service step into the community life is established. No matter being on a business trip or at home, travelers or residents, the hotel service is just beside you and the brand will go into your daily life.
T&L：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?
陈珺先生：酒店与OTA之间还是要积极合作，双方要认识到对彼此的重要性，相互依存，寻求更加长远的战略合作。
For both parties, we should keep positive collaboration, realizing the importance and depending on each other to seek for long-term strategic cooperation.
T&L：2017年贵酒店有哪件事情令您最为难忘？
What’s the most memorable event or accomplishment of your hotel in 2017?
陈珺先生：2017年，我们通过对客户群体的有效筛选，结合酒店商务会议与休闲度假的双重特点，优势互补，使全年ADR增长了12%。
In 2017, our full year ADR has been improved by 12%. Owning the combined feature of business and leisure, we drive the business by meeting groups and business guests on weekdays and family guests on weekends and holidays.
T&L：2018年贵酒店的工作重点是什么？您有什么特别的计划或想法吗？
What will be the focus of your hotel in 2018? Do you have any particular plans or ideas?
陈珺先生：2018年的重点仍然是针对持续增长的会务会展市场，通过细分市场的调整提升ADR，全面提升业务利润的继续增长。其次，随着业务量的增长，酒店面临人才匮乏的问题。因此，人才培养与发展对酒店的可持续发展也是至关重要的。做好人才的梯队建设，重点培训有潜力的员工，敢于输出人才，将员工的自身发展与酒店的需求有针对性的结合，是2018年重点实践的工作内容。
Continuous increase on ADR will be main focus of the year, by further strengthening our MICE targeted market segment, where will definitely benefit to our hotel profit margin. Meanwhile, we will also focus on people succession plan in the hotel, since the competition for our industry does not only exist in business.
T&L：可否用一句话把贵酒店最值得体验的东西介绍给我们的读者？
Could you sum up in one sentence to introduce what the most is worthy to be experienced in your hotel to our readers?
陈珺先生：上海颖奕皇冠假日酒店是集商务会议与休闲度假双重特色的城市休闲优选酒店，期待更多的宾客前来体验！
Crowne Plaza Shanghai Anting is a preferred choice for both business and leisure as an urban resort. There are advanced meeting facilities and comfortable guest rooms for businessmen as well as special apartments for family leisure. We are looking forward to attracting more and more guests’ coming.
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?
陈珺先生：每年我至少会带着家人旅行一次。2018年的旅行目的地还没有选好，酒店会优先选择洲际旗下度假型、以亲子为特色的酒店，一边享受休闲度假时光，以便体验酒店在服务上贴心的个性化细节，将这些服务理念应用到自己酒店的运营当中。
Usually I will plan a family trip once a year. I haven’t made decision on where to go but I prefer the IHG hotels featured as resort and parent-kid hotel. I can enjoy my family time; on the other hand, apply the advantages in my hotel operation.
