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DIALOGUE: Anticipation Ahead Of Demand. A sit-down with Mrs. Kellin Zhang, Director of Sales & Marketing, Pan Pacific Tianjin Hotel
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Anticipation Ahead Of Demand

A sit-down with Mrs. Kellin Zhang

Director of Sales & Marketing

Pan Pacific Tianjin Hotel

By Natasha J.

灏侀潰 400x600      天津泛太平洋大酒店是天津本地市民非常熟悉的一家大型五星级酒店,体验过天津泛太平洋大酒店服务的朋友一定会对它印象深刻。这一切的背后离不开酒店各部门的通力合作,其中销售部作为与客户接触的第一线更是表现卓越。张文娟女士自2016年12月晋升为天津泛太平洋大酒店市场销售总监,负责酒店市场营销部门的日常管理及运营,包括宴会销售和市场传讯。在本期“对话”栏目中,就让我们一同走近这位知性而优秀的酒店业翘楚。


      张文娟女士从事酒店业已长达17年,拥有非常丰富的酒店销售和市场营销知识与经验。在加入天津泛太平洋大酒店之前,她曾先后就任于天津圣瑞吉斯酒店、凯宾斯基酒店、假日酒店等知名酒店企业,并曾在北京、深圳等地工作。在谈及自己的职业生涯时,张文娟女士向我们介绍了她的父亲对自己的影响。她的父亲年轻时经商,在深圳与客户会面都安排在酒店。父亲对她讲她未来应该在这样漂亮的环境中工作。在大学期间,她就曾组织过各种销售活动,这也为未来的职业发展奠定了良好的兴趣基础。张文娟女士了解自身销售优势,她理解客户的需求,并且了解当地市场,最终在酒店业有了不俗的成绩。


      谈及天津泛太平洋大酒店的优势,张文娟女士说地理位置是该酒店的最大优势之一,这使得无论是家庭还是企业客户都可以轻松抵达,享受酒店优质的服务。天津泛太平洋大酒店在天津本地居民群体中知名度颇高,它位于地理位置优越的海河,附近,天津中央商务区和市区近在咫尺,因此吸引了很多商务人士在此会晤。此外,天津泛太平洋大酒店还临近火车站,客人不仅可以感受到天津泛太平洋大酒店的奢华舒适,还可尽享便利出行。


      天津泛太平洋大酒店设置也是一流水准:所有客房和套房经过精心设计,吸引了海内外游客选择入住于此。酒店四周尽是迷人都市景观,天津古文化街、天津天后宫和天津中山公园等著名景点近在咫尺,游客出行游览非常方便。


      当然了,合理的价格和优质的服务也是加分项。在周末和假期期间,天津泛太平洋大酒店常常处于入住率饱和的状态,工作日期间,商务活动也非常频繁。如果你热爱美食,那你一定不会失望,因为奢华大堂休闲吧的招牌鸡尾酒、泛亚洲风味的零点美食和屡获殊荣的地区特色菜肴将为客人打造无与伦比的美食体验,一切妙不可言,更不用说还有每季不同的主题餐饮和活动,更是吸引了很多本地家庭来到这里共度周末时光。

      张文娟女士对天津本地市场有着自己的认知和深入的理解,也正因此她率领自己的销售团队屡创佳绩。它表示酒店服务是吸引顾客的重要因素。“我们非常关心客户,就像一个家庭。”每周五酒店都有家庭晚餐,销售团队也加入其中,有些客人已经在酒店内住了两年。


      张文娟女士有着资深的销售及管理经验,她说酒店销售最重要的是团队合作,而且领导团队的方式方法也很重要。在这一方面,她也拿出了自己的真挚和热情,将自己的团队视为家人,并且重视团队培训,不断帮助员工提升职业素质。她很享受与团队一同工作的状态。

      相信在张文娟女士和她所带领的团队的共同努力下,天津泛太平洋大酒店必将有更好的前景及业绩,在竞争激烈的天津酒店业中赢得一席之地。

酒店外观

Pan Pacific Tianjin hotel

Kellin Zhang spearheads the sales and marketing initiatives of Pan Pacific Tianjin hotel with excellence. Kellin initially joined the trade because of her passion to explore the hospitality business. She is confident, has good instincts when it comes to the expectations of a business traveller and has extensive knowledge about the local clientele. Zhang built up her career over 17 years. Her proven record of success is a testament that she is an important asset to Pan Pacific Tianjin.
 

2 400She was inspired by her father - a businessman, who often patronized hotels to meet his business clients – since he frequently told her that she should work in a beautiful environment. This influenced her during her childhood and also the early stages of her career. Back in 1997, when Kellin started out, there was only one 5-star hotel operational in Shenzhen, her hometown. But that did not intimidate her. Kellin was able to secure a job, in spite of the rigorous hiring process, in an establishment that was tailored to cater to a 95% foreign clientele. After all, it was one of the first international hotels to set up in mainland China. She seized the opportunity to grow, and was selected to attend one of their impressive training programmes in Hong Kong for 3 months. Her other past experiences include serving at Holiday Inn, Kempinski and thereafter moving to Tianjin to work at St. Regis and Pan Pacific, thus working her way through a grand total of five properties.

“Personally, I like to be a sales person, it probably runs in the blood. When I was studying at the university, I was the front-runner of the students’ committee, organising many sales events successfully, for example, second-hand jumble sales, English-speaking events to increase our skills in the language and so on. At that time, there was no Internet or mobile phones, and everything had to be done the traditional way. That's when I realized that I had found my niche.” Kellin recounted.
 

Kellin Zhang definitely does not suffer from lack of enthusiasm for her job and her hotel. Her boundless vigour is the first thing you notice, along with her more or less permanent smile. She takes pride in leaving anyone at ease, specially her team, whom she considers as being family. The team regards Zhang as more of a Jie Jie (older sister) rather than a boss. In her opinion, it is pivotal to know how to lead a team for an upsurge in business. Her expertise has made Pan Pacific the leader among their competitors.
 

Pan Pacific caters to today’s sophisticated, self-assured travellers, offering them the quiet luxury they seek in a warm authentic and relaxed atmosphere lacking in pretence. Pan Pacific Tianjin is thriving in the city centre, strengthening the appeal with its prime downtown location with a range of facilities, to both business executives and families to spend their weekends.

Club floor King Riverview 太平洋贵宾河景观大床房 RAY 6051

Club floor King Riverview

“The river is round the corner if you want to relax, or enjoy a panoramic view of the urban skyline on the Tianjin eye. We offer the right price at a very convenient location for business executives.”

Club Floor Suite 太平洋贵宾套房RAY 6064Club Floor Suite

She also explains that the rationale behind most executives choosing Pan Pacific is for their business-oriented facilities which are tailor made to their individual needs. Having worked previously at a luxury hotel St Regis, Kellin states that despite the similarities Pan Pacific has a different concept which is sought out by local customers. She goes on to point out that the same cannot be said for Marriott or Amaras. She also feels that this might be one of the reasons that pointed her towards Pan Pacific. She strives to build from her strengths making it almost effortless for her to attract local customers, and for her team to increase business and achieve their sales targets.

1 600“I think it’s very important for the hotel to choose the right market and the right customer. The hotel industry is very competitive, especially in Tianjin, as it is not very large. So, each hotel knows one another’s clientele. We’re all trying to attract each other’s customers and I have mastered the art to put our hotel in the right place.”
 

She further highlights three other aspects that puts Pan Pacific in an exclusive position. One, the hotel is centred on family oriented thinking where service is at the heart of Pan Pacific’s offerings. Each Friday they organize a dinner, much like a family gathering where even the sales team joins in, thus creating a warm ambience. This is alluring to more than 20% of the guests who are long-staying clients in apartments and suites. Some guests have been staying for two out of three years since the hotel launched.
 

帕西菲嘉西餐厅单间Pacifica Private Room Two would be their very flexible pricing, as compared to most other hotel groups. The third justification is having an edge over competitors with the very experienced staff. Constant training and upskilling their associates is an absolute priority to ensure exceptional service. The staff is skilful, intuitive and authentic not to mention proficient in assimilating what clients prefer. Most personnel have been with the property since the launch, thus making them well versed.
 

“Our sales staff really engages with our customers. We artfully provide an anticipatory experience that is reflective of our locale so that our guests have the time to focus on what is most important to them. We also have an advanced loyalty program, booker club and many other features for our customers to collect points. This is an added benefit at our hotel.” Explains Kellin.

Logistics plays a distinct role in Kellin’s strategic supervision. She points out that being conscious of a guest’s specific requirements is part and parcel of how the hotel strives to over-deliver a seamless experience, especially for business travellers who value time above all else.
 

海天楼中餐厅单间Hai Tien Lo Private Room 2Whether they are business travellers or tourists nowadays customers value connectivity and at Pan Pacific the team’s focus is on the online market. Their marketing strategy is not the same as in other hotels. The online market is their largest market now with majority of their customers booking online.
 

“During weekends and public holidays our rates usually go up as compared to working days. Throughout the Golden week holiday in October we had to increase our rates to meet the increased demand. On workdays we focus on corporate customers and renting meeting rooms for business events. Generally, during holidays and weekends our hotel is at its full capacity, and on weekdays we need to be flexible to match the current situation.” She boasts with extraordinary pride.
 

On that note at Pan Pacific, they strongly believe in the phrase ‘Give and you shall receive’. The chairman himself supports several charitable activities. Organizing various social events and generously presenting to schooling children are ways of focusing on diverse charity events. Specially during this festive season of giving, they host an annual Christmas event. They invite kids to join the Christmas lighting event, also assisting them in building their social responsibilities.

Pacific Ball Room 太平洋宴会厅 RAY 6445 Copy

Pacific Ball Room

The hotel industry is a direct reflection of the city’s economic status and this year it certainly stands at a superior position in comparison to previous years. “Your magazine is like a window for business executives and I want to thank you for having given me the opportunity to share my story with all of you.” expresses Zhang.
 

Short of disclosing all particulars, Kellin announces that there are many more plans for the future. We at Tianjin Plus congratulate both Kellin Zhang and her team on all their successes and wish the very best to all that is on the horizon for the team and the hotel.
 

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