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?

卡米莱里·辛迪奥先生：感谢在中国高端市场上每年都走高的消费能力。这些来自世界各个角落的旅客都爱旅行并且习惯入住五星级豪华酒店。这些客人知道他们想要什么，所以酒店必须达到他们需求水平。

Thanks to higher spending power the niche market of China‘s high-end market is growing year after year. These travellers are well travelled and accustomed to 5 star luxury hotels across all four corners of the world. These guests know exactly what they want and hotels must meet their level of satisfaction.

中国旨在2020年成为世界第二旅游输出国，中国旅客，特别是八零后现在在茁长他们的消费能力。

China is expected to become the world’s second largest source of outbound tourism by 2020. Chinese tourists, especially those born in the 1980s are now growing into their spending power.

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?

卡米莱里·辛迪奥先生：竞争不会让我们胆怯，实际上会使我们更加强大。

Competition does not scare us actually it strengthens us.

呼和浩特万达文华酒店开业已经有两年多，我们在这市场上声誉也是排行第一。我们取得这些成就主要靠三个要素：产品，服务还有客户满意度。

Wanda Vista Hohhot has been open for the last 2 years and our market reputation is number 1 in the market.  We have achieved this by focusing on three key areas: product, service and guest satisfaction.

让我们从产品谈起：每个万达文华酒店都反应了中国奢华以及服务理念 - 韵如是，心境自开。在酒店当代古典的设计里，能使你置身于奢华的氛围且沉浸于当地的特色。同时，充满自信，精细和优雅的东方装饰遍布在每一个精致的细节中。最后，经典成熟的装饰上，你能感受异域风情的东方魅力。

Let us start with product: each hotel of Wanda Vista hotel reflects Chinese luxury and Pure Oriental Delight. The hotel’s design is contemporary classic which refines living in a luxurious atmosphere and rich with local flavors. As well as an Eastern style with confident, subtle, and elegant design in every exquisite detail. Lastly, classic sophistication where one feels Eastern charms in an exotic land.

我们酒店产品在呼和浩特别具一格，酒店是由万达设计团队做主题设计。以五星级酒店标准为指导且融入草原和独特的自然特色，同时反映了内蒙古当地的风情。无论是来自中国还是外国的伙伴均被酒店别具一格的设计打动。

Our hotel product is unique in the market of Hohhot as our hotel has been specially designed by the Wanda Hotels Design theme. The hotel boasts of a 5 star design which also reflects the feeling and scenery of Inner Mongolia together with its grassland and unique nature features. Chinese and foreigners alike have remarked about the unique design of the hotel which reflects a Chinese feel unique to this region.

酒店行业与客户服务息息相关。我们服务团队不仅被培训来满足客户的需求而且要超出客户的期望。

The hotel industry is all about guest service. Our service team is fully trained to ensure that they can not only deliver the guests demands but also exceed the guest’s needs.

客人的满意只能通过与客人的沟通来改善。呼和浩特万达文华酒店拥有万达天使组成的团队，她们在酒店大堂与客人交流，全天不断地收集客人的评论。同时，我们的部门领导也会不断接收并分享这些客人的意见，以确保我们能够不断改进我们的服务。

Guest satisfaction can only be improved by connecting to the guest. Wanda Vista Hohhot has a team of Vista Angels who located in the hotel lobby connect with guests and collect comments constantly throughout the day. Also, our department’s heads constantly receive and share these guest comments to ensure that we can improve our service.

作为酒店的总经理，我每月两次邀请12名员工进行讨论。在这个会议中，我与他们分享了酒店的管理理念，包括业务目标、服务方面和酒店活动的指导。大家面对面分享我们的想法总是一件令人高兴的事情。

Twice monthly as the General Manager of the hotel, I invite 12 members of staff for a discussion. During this meeting I share with them what is the management’s vision of the hotel, its direction including business targets, service aspects and hotel activities. It is always a delight for us to meet and share our thoughts.

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?

卡米莱里·辛迪奥先生：智能手机等移动技术是酒店业创新的前沿阵地。无线互联网技术已经变得至关重要，许多运营商已经升级了无线服务，并不再收取费用，他们认识到保持客户在线和联网的重要性。

Mobile technology such as smartphones is at the forefront of hospitality sector innovation. The wireless interphase has become critical, and many operators have upgraded wireless services and dispensed with charges, recognizing the importance of keeping consumers online and connected.

在技术层面上，酒店应该根据最新技术与客人的需求保持一致。万达文华酒店的标志性服务包括:天使迎宾(服务人员)，文华之床，茶之旅以及妙梦助眠系列服务，将带给客人们在呼和浩特万达文华酒店难忘的体验。

On a less technical basis, hotels should be driven to keep abreast of what their guest needs are in line with the latest technology. Wanda Vista's signature services include:  Angel's welcome (service agent), Bed of Vista, CHA journey and Dream Catcher service, will bring to guests unforgettable experience in Wanda Vista Hohhot.

茶之旅是独特的，因为中国以茶文化而闻名。茶之旅是由专业的茶艺师和精心挑选的茶叶提供，茶之旅为客人提供专业的茶道体验，并让他们在观察各种传统习俗的同时，享受到淡茶或浓茶的乐趣。

The CHA journey is unique as China is famous for its tea culture. This signature service is delivered by professional tea masters and specially selected famous teas of differing origins; Cha Journey offers guests professional tea performances and invites them to enjoy either light or strong tea while observing various traditional customs.

另一个标志性的服务是在万达文华酒店登记入住前的Wonderful Wanda Vista Walker。我们将向您介绍他们的文化遗产，并邀请您参观该地区最著名的文化景点，并在您繁忙的日程安排允许的情况下欣赏这个国家的文化和历史。让您的旅程变得更加丰富多彩。

Another signature service is the Wonderful Wanda Vista Walker which is available upon check-in at Wanda Vista hotels. We will present you with their cultural heritage and invite you to pay a visit to the most famous cultural destinations in the region and appreciate the nation’s culture and history as your busy schedule permits. Your journey can now become even more colorful.

T&L：酒店与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?

OTAs (Online travel agents) have assisted hotels to be mobile friendly and provide a wider choice for the consumer. We collaborate with both OTAs as they are also a source of revenue for us.

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?

卡米莱里·辛迪奥先生：我们在2017年获得了许多奖项：

年度最佳商务酒店

最佳卓越服务酒店

酒店业年度行政总厨

最受欢迎酒店金奖

最佳酒店服务典范奖

以及由猫途鹰颁发的2017年优秀证书。

Whilst we have received a number of awards in 2017 namely:

Best Business Hotel

Best Service Excellence Hotel

Best Executive Chef in Hospitality Industry

Most Popular Hotel Golden Prize

Best Service Hotel

And the award of 2017 Certificate of Excellence by TripAdvisor.

最突出的是这家酒店被总部授予“年度最佳酒店”。这与我们作为万达酒店和度假村最好的酒店业绩相符，并获得了最佳的商业业绩和关键绩效指标。

The most outstanding was that this hotel was awarded “Hotel of the Year” by Head Office. This was in line with our achievements as the best hotel in Wanda Hotels and Resorts for overall best business results and key performance indicators.

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?

卡米莱里·辛迪奥先生：2018年的重点将是继续专注于产品、服务和客户满意度。继续倾听客人的意见，与此同时，我们将为客人提供更好的服务来使他们喜出望外。

The focus for 2018 will be to continue to focus on product, service and guest satisfaction. Continue to listen to our guests and in line with these find opportunities to improve our service and delight our guest.

对于食品和饮料，我们中餐厅来了一位新的中国厨师。他将为中餐厅推出一份新的中式菜单。

For Food and beverage, we have a new Executive Chinese Chef in our Chinese restaurant Zhen. He will be launching a new Chinese menu for this venue.

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 most worthy to be experienced in your hotel to our readers?

卡米莱里·辛迪奥先生：我们品珍中餐厅必备特色的菜肴是内蒙古菜、广东菜、四川菜和东北菜。

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？

卡米莱里·辛迪奥先生：我一定要去看看中国更多的地方，但根本没有足够的时间。除了观光之外，每个地区的饮食文化对我来说更加重要。至于酒店的选择，我将待在万达的酒店。

I must visit and see more regions of China; there simply is not enough time. Personally apart from sightseeing the food culture of each region is even more important. As for hotel choice I will stay at a Wanda Hotel….