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?
唐伯森先生：酒店业，特别是高端酒店业，归根到底是关于“人”的行业。尽管竞争越来越激烈，我们希望并且一直坚信凭借洲际真正的待客之道终将能赢得宾客和市场。作为管理者，我会经常与团队共同探讨，“客户需要什么？我们还能为客户提供什么？”希望能从专业角度，以专业态度为宾客提供满意的服务。实际上，洲际的品牌服务项目“知晓洞悉”，在礼宾部和一线员工中体现得淋漓尽致。我们竭力培训员工深入了解并洞悉本地文化、风俗及动态，确保每一位员工都能为宾客提供专业精准的服务指南，这将很好的提升客人满意度、加强酒店竞争力。
Hospitality is all about people. We understand the fierce competition, and we believe we will win our guests and market with IHG True Hospitality concept. As the General Manager, I often conduct brainstorm with my team, what our clients want and what we can provide. I hope we can provide true satisfied experience to guests by our professionalism. Actually, this kind of IN THE KNOW is part of InterContinental’s brand DNA, we run it well among our team members, esp. Concierge. We try to train them to know more details about local culture, news, everything, to be a professional and insider consultant at all time and I believe these will enhance guest satisfaction and definitely another power for competition.
T&L:2019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 2019? Do you have any particular plans or ideas?
唐伯森先生：长沙北辰洲际酒店已经开业4年多，目前在湖南市场业绩出色，口碑良好。2019年我们希望继续保持，同时也会响应长沙城市发展号召，重点开拓会议会展市场，以我们两江交汇四通八达的区位地理、灵活完善的设施设备、体贴入微的个性化服务等诸多优势做好配套工作，将洲际品牌的行家会议项目更加精益求精为会务团队客户带来更好的体验。另外，长沙是个极具活力的饮食之都，我们也希望在2019年继续加强餐饮产品和服务，更多地增加一些中华传统文化元素。目前酒店湘秀湖南餐厅已经做了诸多探索，如祖庵菜系、名厨名菜、一城一味以及元宵端午佳节庆祝等，未来我们希望在湘菜文化、中华传统等方面持续深入。
InterContinental Changsha just celebrated its 4th anniversary, and achieved great success in revenue and reputation. We are committed to maintain the great story. Besides, Changsha government announces recently its willing to be MICE city and we will move fast to dig into MICE market. Considering our excellent location, ideal environment, first-class facilities and service advantages, we plan to enjoy this benefit from city development. Also I know Changsha is famous for food & beverage, so we will continue enhancing hotel R&B product/service, particularly we will try to add more Chinese culture elements into this product design, to let our guest not just eat & drink, but to trace back more on the culture heritage of Xiang Cuisine, Chinese traditions.
T&L:2019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 2019? What’s your personal standard to choose a hotel?
唐博森先生：这是我首次来到湖南，早就听闻锦绣潇湘拥有丰富多样的文化旅游资源，2019年我希望能多深入了解这里的风土人情。个人旅行中我会选择那些拥有独特设计、文化内涵和优质服务的酒店。我认为酒店是旅行中的重要驿站，能让旅行者更好地了解当地风土人情，而好的服务永远都是好酒店的关键指标。
Since it’s my first time being at Hunan, and Hunan is well known for its cultural and tourism diversity, I would try to visit more destinations in Hunan if I have time. During my travel, I would prefer those hotels with unique design, local story or culture and excellent service. I take hotel as an important part for my travel. A good hotel shall also be a good presentation to local culture while a good service leads to guest satisfaction and the key to a good hotel.
