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专访广州文华东方酒店总经理安东尼先生(Mr. Anthony Tyler)

“展望2018”酒店高层系列访谈

Tyler 先生于 1995 年开始展开他的酒店职业生涯。他曾在欧洲、亚洲、中东、北美及中美洲等地担任多个优质酒店品牌的高级管理职位,积累了丰富的宝贵经验。英国籍的 Tyler 先生于美丽的瑞士成长,他除了精通英文外,更能说得一口流利的法文、德文及西班牙文。

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 Chinas high-end hotel market in 2017? How did your hotel respond to these changes?

安东尼先生:在中国, 变化的独特之处在于它不断变化的速度。2017年,一些令人印象深刻的酒店开始在中国一线城市開业,新的酒店为客人提供了更多的选择,客人的期望也因此俱增。在竞争激烈的酒店业,如何更出色及在这市场立足是我们一直以来的关切的重点,我们会持续的为客人提供卓越与个人化的服务。

What makes change unique in China is the pace at which it is happening. 2017 saw a number of impressive new hotels open in key gateway cities across the country and each new opening adds to the offering our guests can choose from and as a consequence increases their expectations of us. We continue to believe that what sets Mandarin Oriental, Guangzhou apart in this very competitive market place is the exceptional quality of personalized service that our colleagues deliver on a daily basis; delivering exceptional service experiences will continue to be our focus.

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?

安东尼先生:我觉得酒店业的良性竞争对我们是好的。我很幸运我接手了一家很好的酒店。我们的位置绝佳,与华南顶级高端购物中心的太古汇相邻。而中国,酒店业面临的最大挑战是,客人的期望比世界上其他地方都发展都要快。今天市场变得更加快与成熟,我们的客人把我们与世界上最好的酒店相提并论, 而不仅仅与广州或中国比较。在成熟的酒店市场, 真正的区别一直是服务,而文华东方酒店品牌坚持有独特的定位,保持提高服务的标准。我们很幸运拥有非同一般的硬件设施,但我们始终是希望通过我们卓越的服务来得到顾客的认可和称赞。我的目标是在过去的五年辉煌成绩之上保持酒店良好运营,并且继续地专注于提升服务水平。

Competition is good for us and for the hospitality industry at large. I am fortunate in the sense that I look over a hotel that is very well positioned in its market place and benefits from being located right next to TaiKoo Hui, South China’s leading high-end mall. The biggest challenge for us all in China is that the expectations of our clients are evolving faster than in any other part of the world. The market is getting more refined by the day. Our guests now compare us to the best in the world, and not just the best in Guangzhou or the best in China. The true differentiator in a sophisticated market has always been service and as a Mandarin Oriental hotel we are uniquely positioned to keep elevating the standard of service delivery. We are fortunate to have an amazing physical product, but we always want to ensure this product offering is complimented by exceptional service. My goal is to continue doing what this property has done for the past five years, and that is continuously focus on refining and elevating the level of service delivery.

T&L: 2017年贵酒店有哪件事情或成就令您最为难忘?

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

安东尼先生:2017年财富全球论坛举行期间,广州文华东方酒店很荣幸地接待了加拿大总理特鲁多。在离开酒店前,特鲁多先生百忙之中抽出时间与一些酒店员工见面。这件事实让我印象深刻, 特鲁多先生非常亲切地与这些员工握手, 并向员工致谢,表示入住酒店非常愉快和满意。这是广州文华东方酒店的荣幸,我们很高兴能够接待加拿大总理和代表团。

In 2017 we were honored to welcome Canadian Prime Minister Justin Trudeau to Mandarin Oriental, Guangzhou, during the Fortune Global Forum. Prime Minister Trudeau very generous with his time and he met a number of our colleagues before leaving the hotel. I was very impressed by the fact that Prime Minister Trudeau made time to shake hands with every single colleague in the room and thanked us for a most enjoyable stay. It was a great privilege for us to welcome Prime Minister Trudeau to Mandarin Oriental, Guangzhou and we were delighted to be chosen as the host hotel for the Prime Minister and the delegation that accompanied him.

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?

安东尼先生:大约两周前,广州文华东方酒店再次荣膺2018年福布斯旅游指南五星级酒店和首次荣获五星级文华水疗中心。让我们倍感高兴和自豪的是,在这非常具有有竞争力的广州市场,只有我们酒店独得五星文华水疗中心荣誉,虽然得到一直以来多方对酒店设施和服务的认可和赞赏,我们也不段的被提醒要保持顾客的期望是多么重要的。因此,广州文华东方酒店将一如既往地专注于满足客户不断变化的需求, 并继续专注于为我们的客人提供他們所期待的优质服务。

About two weeks ago, our hotel was recognized as a Five-Star Hotel and a Five-Star Spa in the prestigious Forbes Travel Guide 2018. We are delighted and proud to be the only luxury hotel in Guangzhou to receive a five-star rating for our spa, especially in what is a very competitive market. As we continue to receive recognition for our facilities and service delivery I am reminded of how important it is for us to live up to the expectations that this recognition creates; as such we will continue to focus on responding to the ever-evolving demands of our clients and continue to focus on delivering the exceptional service that our guests have come to expect of Mandarin Oriental, Guangzhou.

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’s the worthiest to be experienced in your hotel to our readers?

安东尼先生:对于我来说,很难介绍来到广州文华东方酒店的最值得体验的项目,我认为我们酒店整体都如此特别,如果非要选择一项推荐,我们的福布斯五星水疗中心是绝对不容错过的体验。

It is difficult for me to sum up what is the worthiest to be experience at the Mandarin Oriental, Guangzhou as I feel our offering as a whole is what makes our hotel so unique; that being said if I have to choose one area I would say our Forbes Five-Star spa is most definitely a “too not be missed” feature of the hotel.

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?

安东尼先生:2018 年,我会确保去欧洲见我的家人并到我太太的家乡马来西亚探望亲戚和朋友,同时我们期待到东京这个我们全家都很喜爱的城市短途旅行, 探索它的美妙。因我和我太太会带着我们的两个小朋友一起旅行, 选择能够满足儿童需求的酒店对我们来说尤其重要。文华东方集团对家庭旅游的客人给予很高的重视, 所以入住世界各地的任一文华东方酒店, 我们知道无需忧虑这一问题,文华东方酒店一定会完善的照顾好我们。

In 2018 we will make sure to visit family and friends in Europe as well as in my wife’s home country of Malaysia and we are looking forward to a side trip to Tokyo, a city we love and have only started to discover. As we travel with two young children, selecting a hotel that caters to the needs of young travelers is important to us. Mandarin Oriental places a lot of importance on the needs of travelling families so whenever we stay at one of our properties around the world we know that that aspect of things will be taken care of!


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