Home  Contact Us
  Follow Us On:
 
Search:
Advertising Advertising Free Newsletter Free E-Newsletter
Magazine
  
      2019       2018       2017       2016       2015       2014       2013       2012       2011       2010       2009       2008

COVER STORY: Love for the Art of Hospitality. Mariano Silvestri, General Manager of Hyatt Regency Tianjin East
Share to

Love for the Art of Hospitality
Mariano Silvestri, General Manager
Hyatt Regency Tianjin East

AVA 7076       就在刚刚过去的十一月,天津著名国际酒店品牌旗下豪华酒店天津东凯悦酒店迎来了新总经理——Mariano Silvestri先生。Silvestri先生毕业于阿根廷国际酒店管理学院,取得酒店管理学士学位,现已拥有超过20年的酒店管理经验。Silvestri先生于2002年开始加入凯悦集团,历任前厅部经理,房务部总监,行政总监等酒店重要管理岗位,在此期间积累了丰富的酒店运营及管理经验。天津东凯悦酒店是他服务的第五家凯悦酒店。在此之前,他曾在很多不同的国家和地区工作过,例如迪拜、上海、马尔代夫等地。回到中国工作的背后是缘于与中国深切的缘分——Silvestri先生的女儿出生在上海,他们曾在上海生活过四年时间,共同度过了美好的时光。Silvestri先生说,离开上海时,他们曾想过有一天可能要回到中国。“念念不忘,必有回响”,这一次,他来到了天津。天津给他的印象非常好,Silvestri先生说这里有人们所需的一切,城市很大,友好而温馨。

      谈及自己的工作,Silvestri先生说工作的激情与自豪感是他对工作保持积极的重要动力。他说要把心和灵魂都投入到工作中,毕竟酒店行业需要24小时时刻待命。在酒店工作不仅仅意味着服务,同时还有感人的故事。过去在迪拜工作时,他曾帮助一位旅客寻找在他的祖国阿根廷长期失联的亲人。幸运的是,最终这位旅客找到了他的家人,并且感人地重聚。他认为这比任何的感谢和夸赞都要好。在对待自己的员工方面,他非常相信人人平等这一管理态度。虽然每个人的工作岗位和职责不同,但他相信所有人都一样重要,没有谁比谁更好,同时他认为这并不会使自己失去高标准和高要求。另外,这种被重视的感觉,可以从员工传递到客人的身上,让客户感受到自己被重视与尊重。

      提及酒店自开业以来承接过最具挑战同时也最具成熟感的活动,Silvestri先生说,在2016年夏季达沃斯论坛举办期间为一千多位嘉宾提供美食与服务令他难忘,当时东凯悦酒店出色完成达沃斯会场内供餐的招待任务,这是在一个巨大挑战环境下的壮举。

      无论是对于需要个人身心放松的旅客,还是以家庭为单位的旅客,天津东凯悦酒店都能提供细致周到的服务。这里不仅有无尽的美食,好吃的甜点,便于商务闲聊的大堂吧,更有令人舒适放松的水疗服务。Silvestri先生说,对于热爱自然的顾客,悦园中餐厅是不错的选择,这里有着天然花园式的就餐氛围,供应正宗精品粤菜及北方特色美食。高雅舒适的悦园吧是鸡尾酒会、夜晚派对及餐前餐后小酌的场所。咖啡厅位于天津东凯悦酒店一层,采用落地窗设计,特设开放式厨房,即席烹调国际风情美食。大堂吧提供各式中国茗茶,酒水软饮,传统特色小食和精美下午茶,是小酌浅饮、社交聚会的理想选择。在享用美食过后,您还可以到悦水疗体验一把结合中西养生理念的独特水疗服务,全面感受身心的升华。


      对于有举办婚礼需求的新人而言,天津东凯悦酒店也是一个非常不错的选择,天津东凯悦酒店拥有超过2000平方米的会议及宴会场地,可满足不同类型的会议及活动需求。750平方米的无柱宴会厅搭配300平方米的会议前厅, 独特的落地窗设计,让您尽览城市风光。


      2018年春节马上就要来临, 天津东凯悦酒店已经做好准备——这里将在春节期间为大家奉上一道道精彩又美味的餐点,目前年夜饭与新年餐预定火爆。


      在闲暇时分,Silvestri先生喜欢收听祖国阿根廷的广播,同时会遵循妻子的习惯喝茶,另外他也会分出很多时间和自己的女儿共享欢乐时光。让我们共同祝愿Silvestri先生在天津的工作与生活一切顺心如意!

hyattRising majestically over Tianjin’s Hedong District, Hyatt Regency Tianjin East has its luxury accommodations and international gourmet experience. Long-time Hyatt hotelier, Mariano Silvestri recently took on the rein as General Manager. His hospitality career is honed from fifteen years of working from the bottom up for Hyatt’s flagship hotels around the world.

You’ve been in the hospitality industry for over 20 years. Can you give us a brief insight of where it all began and what made you want to be in this field of work?
My journey in hospitality began at my high school careers fair. I was fortunate enough to have a fantastic hospitality university in the capital of my home province, Mendoza, in Argentina, and I decided that it was a school I’d like to attend. I say fortunate, because I’m quite sure that I wouldn’t have been able to afford to study in one of the famous European hotel schools, such as Lausanne, Glion or Hotel School The Hague. The stars aligned, and as I was graduating, Park Hyatt Mendoza was opening – it was a perfect opportunity for me to begin my career with Hyatt, a company that I truly believe in and have spent the last 15 years with.

after ps 2After working for Hyatt for more than 15 years in different countries, and most recent was in Shanghai and Maldives, what is it that beckoned you to Hyatt Regency Tianjin?
My daughter was born in Shanghai, and we spent a total of four years living in the city. We loved our time there, and we also said when we left Shanghai that we would love to return to China one day. As the saying goes, be careful what you wish for because you just might get it! We are so happy to be back in China, it’s like coming home because everything is so familiar. But we are particularly happy with the city of Tianjin - it has everything we could need and is such a friendly and homely place despite its sheer size! The team that I have found in the hotel is among the best that I have ever worked with and this is a clear sign of the bright future of Tianjin with regard to its hospitality potential in the years to come.

2014.04.22 HR Tianjin East 0324 HI RESWhat competencies do you feel are required to be successful in the hospitality market and what drives you as a person?
If you want to be in hospitality, you have to love it. You have to live and breathe it, or you’ll never survive. There is no such thing as locking up your office for the night and going ‘off-duty’ – the hotel never closes and your work is never, ever done. So the passion, the pride and the enjoyment in your work has to be there, or else it’ll drive you mad. My wife often refers to me as a ‘crazy hotel person’ and I think there is some truth in that! We really put our heart and soul into our work, a little like falling ‘madly’ in love – the love for the art of hospitality doesn’t have to make sense, but you have to have it!

hl01What was the unforgettable compliment you have received from your client and what was the story behind it?
In my years in hospitality, I have taken part in orchestrating some really spectacular events – weddings, parties and all kinds of surprises. But sometimes it’s the smallest gestures that mean the most. Ten years ago while in Dubai, I helped a hotel guest with his search for long lost relatives in my native Argentina. This was before WeChat, Facebook or WhatsApp! I found his family, reunited them over the phone, and then I ended up travelling with him to meet them in Argentina. As you can imagine, there were a lot of tears and hugs and those were better than any compliments!

AVA 7061What kind of attitude or outlook do you seek to instil in your staff? How do you intend to do that?
I really believe in equality among all associates of the hotel – we may all have different jobs, but we are all just as important to each other and nobody is ‘better’ than anyone else. I spent my earlier years in the industry as a housekeeper and bellboy, so I’m very confident in my opinion. I believe that this attitude helps those working in the hotel to feel valued, and this positive attitude is passed on to our guests. This begins with me – I treat all my staff respectfully and with gratitude. That’s not to say that I don’t have high standards – I do, and I think that I can be a tough boss. But having high standards doesn’t go hand-in-hand with disrespect.
 

My door is always open for my colleagues and their concerns are all valid. I also try to encourage a caring atmosphere in the hotel by doing as much as we possibly can for the communities that surround us. During my time in the Maldives I made sure to roll up my sleeves and give back to the community in the same way I encouraged my colleagues to, namely by painting schools and hospitals, cleaning beaches and helping to educate local children about the importance of environment and food safety. I’m hoping to be able to do a little of the same here in Tianjin – we have already struck up a great relationship with the wonderful kids of the Shepherd’s Field Children’s Village and partnerships such as these can really go a long way in drawing us together, not just as colleagues but as family.

2014.08.05 HR Tianjin East 0003 HI RESTell us what makes Hyatt Regency Tianjin East unique from the rest of the hotels in town. What best describes the personality of the hotel?
There is something so understated and stylish about Hyatt Regency Tianjin East that impressed me from the very first moment that I walked through its doors. It has a very unique feel in that it combines a friendly and very warm welcome with a sleekness of design, and I absolutely love it. I’ve been fortunate to work in some of Hyatt’s true flagship hotels, including Grand Hyatt Dubai, Park Hyatt Shanghai, Park Hyatt Maldives and Park Hyatt Mendoza, and I really do feel that this property can compare with the very best of them. It’s got a wonderful vibe and spirit and I’m absolutely delighted to be a part of it.

hl03How does this luxury hotel support the robust business capital and lifestyle destination outlook of Tianjin?
I feel that Tianjin is a really fantastic city that can be quite underestimated outside China, and I hope that Hyatt Regency Tianjin East can support the city on its journey to international recognition. Our proximity to both the airport and Tianjin’s downtown districts is so convenient for guests, whether they are here for business or pleasure.

AVA 8723 SnapseedWhat hotel offerings would appeal to the leisure traveller or business traveller who seeks to relax?
The first thing that springs to mind is our very unique restaurant, Wok in the Garden. It’s filled with trees and greenery, and I always find dining amongst nature so relaxing and refreshing. I don’t know whether it’s the lovely natural light, the oxygen-rich air or the absolutely sensational Chinese cuisine, but I often feel like a new man after having had lunch or dinner there.
 

Our Yue Spa offers all kinds of treatments, a fully-equipped gym and an inviting swimming pool all in a perfectly calm and luxurious environment, which can be a real tonic whether you’re looking to combat stress from work or just to take some time off for yourself.
 

For guests who are travelling as a family, what hotel amenities can cater to their needs?
The team here at Hyatt Regency Tianjin East really loves children – I know this for a fact as my four-year-old daughter gets spoilt rotten! Any family can be guaranteed a warm welcome, and I think that children will particularly enjoy our lovely swimming pool – where swimming lessons are available just for them – as well as some of our more indulgent desserts at our Market Café restaurant. From the chocolate fountain to the wide selection of ice creams on display, there’s something to satisfy every sweet tooth.

2014.08.05 HR Tianjin East 0004 HI RESHow did you and your staff deal with a clients’ unique requests? Which request has been the most challenging so far?
We enjoy the process of finding out our customers' needs, which are always unique, and we always feel proud to deliver results that meet and even exceed their expectations. Hyatt has a great system for sharing customer preferences amongst hotels, so we can really keep track of what our guests like. In addition, our associates, especially our management, has been working with the company long enough to be capable of understanding and delivering the right kind of experience. A good example of a really unique service situation is our appointment as the only hotel to handle the onsite catering for the Tianjin World Economic Forum, also known as the Summer Davos.
 

We provided top class gourmet food and service for more than 1,000 guests on the forum’s busiest day and for over an entire month. Guests included business executives and government officials, and we received great comments from Tianjin Government representatives as well as the Davos official organisers. We not only created a kitchen according to the high Hyatt standards in the conference centre, but we also prepared the food within a very limited time. We delivered the food in line with our usual Hyatt standards, a major feat under challenging circumstances.

AVA 7040Your 8,000 sq/ft Regency Ballroom and its ultramodern audio-visual and lighting equipment are truly impressive. What major events were hosted here?
The hotel’s cutting edge facilities are specially designed to meet a variety of requirements, from conferences to board meetings and annual parties to private dinners. Industrial conferences are part of our strategic focus, covering pharmaceutical, automobile, luxury brands and government events. Weddings are another big focus, which is always so much fun - it’s such a pleasure to see couples’ dreams come to life.
 

As Tianjin was the site of the first Hyatt in China, many of the city’s residents have fond memories of the original hotel by the riverside. It’s so exciting, then, to fulfill their Hyatt wedding fantasies here at our beautiful new property. The Hyatt brand’s legacy in Tianjin is something very special and we take our role in continuing that legacy very seriously.

hl02As Hyatt Hotels are internationally known for their exceptional gourmet experiences, how do you leverage this as a key attraction of the hotel?
The food in this hotel speaks for itself – of course, we spend time and effort in promoting special events and offers in our outlets, but I would hope that once a guest tries the food here at Hyatt Regency Tianjin East, they will need no further convincing. I missed Chinese cuisine during the almost three years we spent outside the country while working in the Maldives. Imagine my delight, then, when I discovered just how exceptional the chefs in this hotel are. And it’s not just the Chinese cooking – we have a number of global cuisines represented in our menus and each has been studied and practiced to perfection.
 

My predecessor, Sidney Hardy, cut his teeth in hospitality as a chef, and as a result has very exacting standards – his legacy definitely lives on in Hyatt Regency Tianjin East’s restaurants and the passion that our chefs show in their work is something truly special.

2014.04.22 HR Tianjin East 0230 HI RESHow does Hyatt Regency Tianjin East sustain the involvement or loyalty from local residents and community?
We are very conscious of the importance of being an active part of our most immediate community, especially everything that encompasses the Hedong district. We regularly organise events such as cooking competitions for our neighbours and birthday parties for our local taxi drivers amongst other community activities. With regard to Tianjin as a whole, we are certainly a very active player on the local scene with activities such as our most recent Christmas Tree Lighting Ceremony that was officially co-hosted by the AmCham of Tianjin and had more than 250 attendees. We also have very high membership numbers in our Club at the Hyatt program that grants incredible discounts on our F&B options, rooms and spa facilities. Hyatt as a brand actively encourages participation in each hotel’s local community with its Hyatt Thrive program, and we are always looking for worthy causes to support - and we are definitely open to suggestions.
 

How does Hotel Regency Tianjin East plan to celebrate the 2018 Chinese New Year? What special offers or events are you planning?
Chinese New Year is a very special holiday for all our Chinese guests, and we understand the social and cultural importance of this unique event. Hyatt as a hotel brand is famous for focusing on the culinary arts, especially as we take pride in coming up with innovative cuisine tailor-made for the local market. We have some of the best private dining rooms in Tianjin and I’m happy to say that due to high demand they are almost fully booked! We have a few surprises up our sleeves and we are expecting to start the year of the Dog on an even higher note.

AVA 8767What other exciting events will be hosted in Hotel Regency Tianjin East during the coming months?
In 2018, the market is forecasted to be very active. Our hotel also has many major events booked already, including being the official hotel for the famous singer Sandy Lam, who will be performing in Tianjin this January. Another exciting event is the Tianjin Open, being held by the Women's Tennis Association, and we will be the exclusive food and service provider for players and VIP guests on site. Of course, the Summer Davos is coming back again to Tianjin and we are already building on last year’s experience, working towards creating an unparalleled food and beverage service for this important event.
 

Before you start or end your day, what are the three essential things that you do?
Music is a big part of my life, and I often tune into Argentine online radio station RQP both morning and evening. Tea drinking is a habit I’ve picked up from my British wife, and I do feel like something’s missing until I’ve had that first cup of the day. But most importantly of all, the day can neither begin nor end without a kiss and cuddle from my little daughter. That’s the best part of the day.

1223 3Among the best hoteliers in Hyatt, what do you consider as being the most memorable advice they have given in running a hotel successfully?
I’ve been fortunate enough to receive a lot of great advice over the years, but I think that some of the best was to let guests be themselves. I’ve often reminded myself that we don’t need to understand exactly why a guest wants something done a certain way or likes to spend their time doing a particular thing – we just have to know what it is, and help them to achieve that goal. Everyone enjoys their free time differently and has their rituals and habits that help to make them feel at home – it’s our job to make our guests comfortable, and whatever they need or want to do is part of our work.

    Subscription    |     Advertising    |     Contact Us    |
Address: Magnetic Plaza, Building A4, 6th Floor, Binshui Xi Dao.
Nankai District. 300381 TIANJIN. PR CHINA
Tel: +86 22 23917700
E-mail: webmaster@businesstianjin.com
Copyright 2019 BusinessTianjin.com. All rights reserved.