酒店管理没有国籍之分——访重庆希尔顿酒店、重庆希尔顿南山温泉度假酒店总经理冀宏飞

文/本刊记者 李静

酒店管理没有国籍之分
——访重庆希尔顿酒店、重庆希尔顿南山温泉度假酒店总经理冀宏飞

文/本刊记者 李静

2002 年，作为国际五星级酒店品牌的代表， 重庆希尔顿酒店率先进驻重庆。从开业至今，整整八年的时间，希尔顿伴随着重庆的发展经历着翻天覆地的蜕变；也正是在这八年的时间里，希尔顿酒店在重庆人心目中建立了颇高的知名度。

作为世界上最成功，最强大的酒店管理集团之一，希尔顿将它的企业文化及品牌理念带到重庆，并为重庆的酒店业发展写下了至关重要的一笔。作为重庆城市发展的见证者和重庆本地市场的引领者，希尔顿酒店自然与重庆有着千丝万缕的联系。本期，我们有幸对话重庆希尔顿酒店及即将开业的重庆希尔顿南山温泉度假酒店总经理冀宏飞，由这位来自浪漫国度法国的外籍管理者为我们讲述希尔顿在重庆的发展点滴。

最好的五星酒店需要最优秀的管理者

“希尔顿是一座最好的五星酒店，需要最好的管理者去管理它。作为高品质的酒店需要提供更加优质高效的服务，以此来适应迅速发展的经济需求。作为本地市场的引领者，我们将为商旅人士和会展组织机构提供更优质的服务和更具竞争力的产品。”

冀宏飞的中国之缘始于到北京的一次旅游，初次踏上中国的热土，他便被北京这个城市的企业家情愫所深深吸引，强烈的好奇心驱使着他进一步认识这个迷人的神秘国度。在他看来，不同的城市有着不同的文化故事，就像北京有著名的烤鸭，重庆有麻辣火锅一样，截然不同却正是它的魅力所在。

早在今年三月抵达重庆之前，冀宏飞便已通过媒体对这个城市有所了解。当得知自己可能会被调派到重庆希尔顿酒店担任总经理一职，冀宏飞便提前飞到重庆作了一次前期“探路”。当他目睹重庆的飞速发展，意识到这种巨大潜力时，心中顿生一种强烈的期盼，期盼自己能成为这个城市的一员。正因如此，冀宏飞当即便答应接任该职务。除了想与重庆人分享自己对美食的钟爱，冀宏飞更期望他的热情好客能为客人带来切实难忘的亲身体验，从而为重庆酒店业树立崭新的标杆。

“随着西部大开发的进一步深入，重庆正在引领着广大的内陆地区更进一步地与发达城市和国际接轨。现在，越来越多的外商独资、合资企业将在重庆设立总部或分公司，国内外项目或旅游考察团会选择来到重庆，各项重要的国际会议也会选择在重庆举办，重庆会变得越来越国际化。”冀宏飞信心十足。

52 The World And Chongqing

员工是最好的企业文化

事实上，自酒店开业以来，重庆希尔顿酒店已囊括多项荣誉，其中包括“2006 中国最佳商务酒店”奖等多个国内酒店业代表性奖项，由此可以证明重庆希尔顿为重庆酒店业的发展所作出的巨大贡献已获得国内酒店业的广泛认可。

对此，冀宏飞告诉记者，重庆希尔顿酒店的成功在于希尔顿集团的核心价值观，随着希尔顿集团在全球的快速发展，集团的核心价值观也在引领整个团队不断地为客人创造非凡体验，为团队成员建立舒适怡人的工作环境。身处竞争激烈的酒店行业，那些脱颖而出的佼佼者们总能为客人提供最大限度的可能性，从而赢得客人的高度评价。可以肯定的是，整个员工队伍是酒店业务发展的前提，若对员工没有足够的关心与关爱，我们对宾客的所有承诺都将无法实现。在与记者的谈话中，冀宏飞也一直反复强调，团队是最重要的，“我们有最好的员工，这就是我们的企业文化。”

作为一个拥有超过 27 年丰富、专业的酒店行业服务及管理经验的管理人员，冀宏飞的职业生涯是在不同国家管理酒店的经验综合，他一直坚持酒店管理没有国籍之分，不论外籍或本国的管理人员，是没有区别的，只要你接受他们的文化。“我曾经在伦敦、日本、韩国等国家工作过，所以我知道，欧洲人很直接，而亚洲人比较含蓄。在中国，我所要做的就是让自己适应这里的一切，不论是天气、语言，还是与员工的沟通方式等等。我需要以正确的方式与团队成员进行准确有效的沟通，这是与他们建立良好关系的关键所在。”

“我来到重庆希尔顿酒店工作不是为了彻底革新这里本来的一切，而是在原有的基础上进行完善和更新，让它更完美。”

冀宏飞以他自己的方式传递其独特的管理理念，“我来到重庆希尔顿酒店工作不是为了彻底革新这里本来的一切，而是在原有的基础上进行完善和更新，让它更完美。”冀宏飞热爱传统的事物，就像中国传统的文化底蕴。但同时他也时刻准备去完善，去创新，如此才能契合重庆这个国际化都市不断进步的现代感。他致力于提高服务质量和激发团队成员的工作积极性，以获得宾客更高的满意度和忠诚度。“我们是在用心为客人提供服务。”冀宏飞满怀热情的说。

重庆独特的地理位置，也造就了重庆人的热情和豪爽，这些优点也是作为服务行业所必须具备的。希尔顿非常注重员工的发展，鼓励他们朝着更高的层次去努力和进步，这样也增加了员工的凝聚力，减少员工流失率，利于酒店的发展。“我非常关注酒店市场的良性发展，并且希望增加更多的关注度和扩大酒店知名度，因此我会着重于市场推广方面，同时也会和政府部门建立良好的合作关系，得到当地政府的支持和帮助是非常重要的。”冀宏飞坦言。

在竞争中脱颖而出

五星级酒店的快速崛起是重庆经济发展的重要标志。随着对国际品牌酒店的需求不断提高，重庆已经成为西部高星级酒店发展最快的地区。面对这样的竞争形式和压力，冀宏飞表示，重庆希尔顿酒店地处渝中半岛的核心区域，交通方便，有它独特的地理优势，从开业至今，作为世界知名的酒店品牌，也取得了良好的经营业绩和美誉度。重庆在发展，竞争无可避免，更多的酒店落户重庆也为顾客提供了更多的选择。“我们唯有在保持原有优势的基础上，不断的提高和进步。针对酒店设施，我们也会逐步进行更新和升级，而在服务方面，也会积极努力，为客人提供优质和高效的个性化服务。”

同时，冀宏飞也谈到，重庆希尔顿南山温泉度假酒店将于今年秋季开业，这也是希尔顿在渝发展的第二家酒店，也为“希尔顿全球”提供了一个拓展中国市场的全新机会。他相信，凭借希尔顿集团的美誉度和度假村本身的优质设施，重庆希尔顿南山温泉度假酒店一定可以成为同行业中的佼佼者，重庆与希尔顿的二度携手再次让人期待，重庆希尔顿南山温泉度假酒店在重庆的发展历史上将是另一段美好的篇章。

In 2002, Hilton Chongq ing, the first p ioneer 5-sta r ho te l in Chongq ing w as estab lished. Throughou t its 8 years o f operation, the hote l has p rog ressed a long w ith the c ity's rap id d eve lopm en t and built a w e lles tab lished b rand nam e am ong the p eop le o f Chongq ing.

As one o f the wo rlds m ost successfu l and powerfu l ho te l g roup, Hilton b rought its corporate cu lture and b rand philosophy to Chongq ing, m aking a significan t contribu tion to the loca l ho te l industry. Bearing w itness to the deve lopm en t o f the city and as a leader in the lo c a l m a rke t, H ilton and Chongq ing sha re an inextricab le bond. For this issue, we have the p leasu re to invite M r. Jean-Philippe Jacop in Genera l Manage r o f Hilton Chongq ing and the soon to open, Hilton Chongq ing Nanshan Resort & Spa, a French executive, to sha re w ith us the d eve lopm en t o f Hilton in Chongq ing.

The Best Five Star Ho te l Requ ires the Best M anager

Jean-Philippe's a ffair w ith China started w ith a trip to Beijing; then he was rea lly im p ressed by the entrep reneuria l fee ling o f the c ity and his curiosity p rom p ted him to d iscover m o re o f this fasc ina ting and enigm atic coun try. In his view, d ifferent c ities have d ifferent cu ltures, like the fam ous roast duck in Beijing and the hot-pot in Chongq ing; their cha rm lies in being com p le te opposites. Prior to arriving in Chongq ing in Ma rch this yea r, Jean-Philippe had hea rd a lot about Chongq ing from d ifferent m ed ia sou rces. After tou ring the c ity, he imm ed iate ly accep ted the position as Genera l Manager o f Hilton Chongq ing as he cou ld see the trem endous potentia l in this fast g row ing c ity and strong ly fe lt that he wanted to be a part o f this am azing adventure. Not on ly does Jean-Philip pe w ant to share w ith the peop le o f Chongq ing his g reat love fo r gastronom y, he a lso w ishes to transpose his g reat p assion fo r hosp ita lity in to a tru ly m ean ing fu l experience fo r his guests, in turn c rea ting a b rand m anifesto fo r the futu re o f Chongq ing. Fo llow ing the rap id steps o f “Go-West” p rog ram, which aim s to encourage the g row th o f industries in the in land w este rn and centra l reg ions o f the country, Chongq ing has been designated as the co re c ity o f this p ro jec t. “Mo re and m ore in ternationa l com panies are now keen to invest in Chongq ing, setting up headqua rte rs o r subsid iaries he re. Dom estic and in ternationa l tourism g roup s as w e ll as significan t in terna tiona l con ferences have a lso c ho se n to ho ld the ir e ven ts in Cho ng q ing. In te rna tiona liza tion has p rog ressed rap id ly in Chongq ing ove r the yea rs” said Jean-Philip pe rea ffirm ing h is con fid ence fo r the p rog ress o f Chongq ing.

Em p loyee is the Best En terp rise Cu ltu re

Since opening, Hilton Chongq ing has ga rne red m any reputab le awa rds inc lud ing 'Best Business Ho te l in Ch ina'. These aw a rd s fu rthe r cem en t Hilton Chongq ing's repu tation and contribution to the hote l industry in Chongq ing. Jean-Philippe to ld us tha t the reason for Hilton Chongq ing's success lies in the c lea r and strong core va lues o f the Hilton G roup. W ith rap id ho te l openings ac ross the g lobe, those core va lues are m o re im portan t than ever in guid ing the organization to continue creating extraord inary Hilton experiences fo r our guests and a p leasant working environm en t fo r our Team Mem bers. In today's com petitive ly dynam ic hote l industry, the w inners are those tha t can de live r superb ove ra ll va lue to their guests by o ffering m axim um choices and flexib ility - in where, when and how guests choose to work, re lax, soc ia lize and en joy them se lves. Certain ly, a ll this wou ld not be possib le w ithout the care and attention o f a ded icated Team, who is the frontline o f our business to ensure and further persona lize the 'Guest Expe rience'. During the conversa tion, Jean-Philippe a lso repeated ly em phasized that teamw ork is m ost im portant, “retaining and deve lop ing ou r Team Mem be rs is an in teg ra l aspec t o f ou r co rpo ra te cu lture”.

As a ho te lier w ith m o re than 27 years' experience in the ho te l industry, Jean-Philippe strong ly be lieves tha t na tiona lity is not a d iffe rentiating fac tor; whether foreign or loca l m anagem en t, the re are no d ifferences as long as you accep t and learn from each other and turn it into streng ths bene fic ia l for a ll. “I used to w ork in Sw itzerland, Eng land, Northern Ire land, Japan and Korea; now I am in China and I have to adap t m yse lf to m y new environm ent whethe r it is the weather, the food, the cu lture p rac tices, language and comm unication w ith team m em bers. Europeans a re d irec t and Asians are rese rved, there fore, I need to find the right ba lance to comm unicate c learly and m ake fruitfu l com fortab le and happy encounters w ith each and every one o f our Team Mem bers as it is the key to connec ting and build ing re lationship s w ith others.”

Jean-Philippe im p resses his unique concep t in his own way, “I am here to beg in an evo lution, not a revo lution.” Jean-Philippe likes trad itiona l things, like the Chinese cu ltu ra l trad itions but he a lso leaves a door open to changes, innovation and orig ina lity, which are in trinsic va lues that fit together in the p rog ressive m odern im age that Chongq ing is build ing in today's internationa lized wo rld. He is striving to ac t on service im p rovem ents, sta ff m o tivation and any key attribute that he lp derive ove ra ll guests' satisfac tion and loya lty.“We evo lve in a business that can wo rk 'Mag ic' on peop le by just o ffering an experience that com es from the 'Hea rt'.”

“Chongq ing's unique geog raphica l loca tion con tribu tes g rea tly to the w a rm th and friend ly charac teristics o f its peop le which are high ly regarded tra its fo r the hosp ita lity ind us try. Plac ing g rea t em phasis on Team Mem bers' persona l and caree r deve lopm en t, Team Mem be rs a re encou raged to p rog ressive ly strive harder and highe r. This has he lped to m aintain sta ff cohesion and reduce sta ff turnover, the basis fo r a suc cess fu l ho te l ope ra tion. Besides es tab lishing positive re la tionship s w ith the loca l gove rnm en t and au thorities, I a lso hope to work c lose ly w ith the loca l comm unity and contribute to the positive deve lopm en t o f Chongq ing's ho te l industry,”said Jean-Philip pe.

Show ing Itse lf in the Com pe tition

The boom o f 5-star hote ls in Chongq ing is a rep resenta tion o f the econom ic p rog ress o f the c ity. The ho te l industry in Chongq ing has seen a p rog ressive dem and for in ternationa lly b randed ho te ls and has becom e the fastest g row ing reg ion for 5-sta r hote ls in Southw est China. Hilton Chongq ing has been ab le to m aintain its position in the industry due to its unpa ra lle l opera ting perform ance and reputation as a w orldrenowned ho te l b rand. This fast deve lopm en t o f the c ity b rings keen com petition, inevitab ly p rovid ing m ore choices fo r the d isce rning business and leisu re trave le r. As exp ressed by Jean-Philip pe, “In the face o f stiff com pe tition, Hilton Chongq ing's so lid ope ra ting foundation aim s to continue p rovid ing high qua lity p roduc ts and service; we w ill m ain tain our com pe titive a d van tag e th roug h ou r re len tle s s q ue s t fo r im p rovem en t to m eet and exceed the needs and wants o f ou r guests. By stand ing fo r op tim ism and p rac tica lity and constan tly up dating our p roduc t o fferings w ith p e rsona lized gues t se rvice, w e w ill m ain ta in a com fo rtab le position as leade r in the hosp ita lity industry.

Jean-Ph ilip p e a lso m en tioned tha t H ilton Chongq ing Nanshan Reso rt & Spa w ill be opened this autum n; this is the second Hilton hote l in Chongq ing, which a lso p rovides a new opportunity fo r Hilton Worldw ide to expand its p resence in the Chinese m a rket. He be lieves that luxu ry p roduc t o fferings and com p rehensive rec rea tiona l fac ilities de live red by Hilton's wo rld-renowned service standa rds, Hilton Chongq ing Nanshan Resort & Spa is w e ll-positioned to be the leade r in Chongq ing's resort and spa industry. We expec t the second coope ration between Chongq ing and Hilton, to be another good text in the history o f Chongq ing's deve lopm ent.

There is no Nationality in Hotel Management— — In te rview w ith Jean-Philippe Jacop in, Gene ra l Manager o f Hilton Chongqing and Hilton Chongqing Nanshan Resort & Spa.

W ritten by Aggie and Gary Hynson