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COVER STORY: Urban Vacation, Emphasis in Culture and Nature. Interacting with John Bao, General Manager of Banyan Tree Tianjin Riverside
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Urban Vacation

Emphasis in Culture and Nature

Interacting with John Bao
General Manager of Banyan Tree Tianjin Riverside

BT 201903 COVER 01 DSCN4056 PS顶级城市度假体验
秉承文化和自然

专访天津海河悦榕庄总经理包佳生先生
了解酒店总经理包佳生管理的天津海河悦榕庄城市度假酒店并在此行业的生活经历与学习。

您二十年的职业生涯令人钦佩,这段时间是什么给您动力在酒店行业里持续下去?

“当客人真切的感受到我们的服务,满意、惊喜甚至感动,当这一切发生的时候我们的内心充满成就感。我告诉我的团队,我们是服务人员,客人的肯定就是前进的方向也是我们前行的动力。所以从入行一步一步到今天总经理的位置,我一直都非常享受这个过程。

从业20年间,我走过了很多不同的城市,每一座城市的经历都让我更加热爱着这份职业,从经理做到总经理,也是对自己的一种认可。”

您最难忘的学习经验是什么?

“筹开新酒店为我的从业经验增加了丰富的阅历,我筹开过两家酒店,一家是大连城堡豪华精选酒店,另一家是宁波威斯汀,在整个筹备过程中能够学习到很多知识。开一家酒店真的是蛮辛苦的,从整体的计划到开业,怎样能够在规定的时间内开张纳客,同时还要兼顾酒店的品牌形象,这是一个非常重要的平衡,而且需要与业主方和项目方达成很好的合作与相互支持,才能使一个新的酒店在以后的运营中更加顺利。”

悦榕庄与其他国际酒店品牌相比哪里更别具一格?

“虽然我加入悦榕庄只有一年多的时间,但已深切的感受到了酒店的设计风格与众不同,此外就是我们的经营理念,我们更注重对本地文化和自然环境的关注。”

天津海河悦榕庄如何在旅游界跟上潮流?

“2018年悦榕集团宣布和雅高集团达成战略合作关系,至此悦榕庄开始实行会员方案。因为我们的服务,很多住过悦榕庄的客人无论到达哪个旅游目的地还是会选择入住悦榕集团的酒店,成为我们悦榕的忠实粉丝。一直到现在悦榕庄发展得这么好这么快,也是因为我们秉承对客人忠直软性的服务及环保理念。”

天津海河悦榕庄2013开业以来,作为中国北部第一家悦榕酒店和度假村旗下酒店,其Spa更成为了酒店的一大亮点,您认为到目前酒店主要的成就里程碑是什么?


“一般情况下,客人会选择先入住一家酒店再去体验它的SPA,但对悦榕庄来讲,我们独到的亚式SPA是我们的招牌产品,很多客人往往是因为SPA而选择了我们的酒店。天津海河悦榕庄SPA自开业以来屡获殊荣,获得了一个又一个奖杯奖项,这也使得客人更加认可我们的酒店和产品。”

对于初次入住的客人在进入酒店的时候能有什么期待?

“虽然天津海河悦榕庄是座落于天津的一家城市酒店,但我们还是秉承着用城市度假的理念来经营。客人一进入酒店就会有强烈的感官体验:嗅觉-----悦榕庄独有的精油香气充斥了整个酒店;听觉-----悦榕精选的舒缓音乐让人不自觉地放松心情;视觉-----大堂随处可见的鲜花、绿植以及精心设计的锦鲤池,让人时刻感受到自然环境的萦绕;味觉-----酒店根据不同季节为每一位客人准备欢迎饮品;触觉----炎炎夏日一块冰爽的冷帕瞬间驱走身体的烦热,瑟瑟冬日一方暖热的毛巾带来全身的浓浓暖意;每到华灯初上,日落仪式结束后,那日落扬鼓的节奏、那烛光燃燃的幽静、那薰烟袅袅的气息,更是告诉人们该结束一天的繁忙,让身心彻底放松。”

天津海河悦榕庄提供旅客还有那些独特的体验?

“为沿袭独特的悦榕体验,酒店所有河景房均配有超大圆形浴缸,宾客在一览海河夜景的同时,亦可沉浸于晶亮剔透的泡泡浴中,更有多种香熏沐浴产品选择,彻底释放身、心、灵。”

您提供的餐饮如何吸引本地客户以及国外的客户?

“无论国外客户还是本地客人,他们还是对当地特色餐饮比较感兴趣。我们甄选天津特色菜品丰富酒店餐饮,例如酒店早餐会有天津小吃,狗不理包子、煎饼果子、天津麻团等等。以本地特色餐饮并融入东南亚美食吸引并打造市场。”

您如何给顾客创造无缝个体化的体验?

“我们以家庭理念去服务我们的客人,酒店目前推出的亲子主题房以及玛莎拉蒂主题套房,每逢周五周末以及特殊节假日,频频出现一房难求的情况。同时商务客人在一周辛苦的工作之后,多会选择在天津海河悦榕庄体验SPA,驱散一天的劳累。”

天津海河悦榕庄如何贡献于推广天津为顶级的旅游景点?

“悦榕庄这个品牌除了在风景绝佳的旅行目的拥有很多深具特色的度假村,在很多例如澳门、上海、曼谷这些城市绿洲的项目也取得了很好的成绩,天津也是其中之一,我们通过营造出的都市绿洲的氛围让我们的客人在繁忙的商务活动之余能感受到闲暇时的宁静。很多客人特别是北京的客人都会慕名来到天津海河悦榕庄,入住并体验SPA,获得身、心、灵的放松。我相信我们的SPA使我们的酒店与其他城市酒店与众不同。”

悦榕集团是如何持续留住并吸引更多优秀员工?

“悦榕酒店和度假村的发展非常迅速,中国市场目前有三个品牌共19家酒店已经开业。集团目前拥有四个品牌,悦榕庄、悦椿、悦梿和悦苑,酒店和集团为员工提供了良好的发展空间及培训体系,集团特有的AGLEAM闪耀领导力项目,可以帮助员工快速提升,助力员工最终成长为优秀的酒店管理人。”

接下来几个月有筹备什么令人兴奋的新发展或重大的活动吗?

“今年十月第 101 届糖酒会秋糖会将在天津举办,这是天津第一次承办。届时,整个天津市场的客房预订将会异常火爆,然而糖酒会为酒店带来的不只是一个会议期间的住房,同时也将提升酒店的餐饮消费,整个糖酒会将会给天津市场带来一个很好的经济效应。”

您觉得客人给您最难忘的称赞是什么?背后的故事是什么?

“我的成长一直都离不开客人的鼓舞,甚至很多客人都会成为朋友。我从酒店基层的服务人员做起,到总监,一直和客人有很好的交流,所以客人的肯定也是我成功的一部分。”

在履行总经理职务的同时,您还负有哪些其他职责吗?

“总经理这个职位的责任也是蛮重的。面对员工我们不是只讲今天或今年的经济效应,而是要让员工了解酒店事业的发展、如何保护我们的环境、怎么样对家庭负责等等。我们在追求企业收益的同时,也特别重视企业的社会责任(CSR),CSR作为悦榕的DNA,也是每一位悦榕总经理的重要职责。”

对待工作带来的极大压力,您是靠什么方式来放松呢?

“每天晚上回到房间,即使是简短的三十分钟和家人在一起聊天也能把一天的工作压力劳累都忘了。家庭时间让我非常开心。”

在您开始或结束一天,有哪三件事是您必须做的?

“每一天都要设定目标,每一天都要按照目标去完成。我每天都会看报表、看那些预定客人的信息、他们的喜好等等,这并不是一个简单的工作,因为如果你疏忽了一个客人,则很可能会疏忽一群客户群体。”

您认为最骄傲的时刻是什么?

“客人开心的事情未必会及时与我们分享,但是糟糕的体验必然要与我们投诉。虽然确实有极少数客人会对酒店的服务有所误解,但是毕竟每位客人都有不同的需求,所以我们要更多站在客人的角度去思考,去预见客人真正的需要。”

7d96a52111459cab0ebfaddfc70d610After a hard working day or a busy week, you are looking for some moments of relax and serenity in the bustling city. Some micro holidays for a better quality of life. Banyan Tree Tianjin Riverside offers you a real urban vacation from the moment you go inside the lobby. Its renowned SPA service, where you can rejuvenate with their signature treatments, is at the central stage of a large variety of services and items for a comfortable stay.

We have talked this month with John Bao, General Manager of Banyan Tree Tianjin Riverside, to know better this urban resort on the banks of the iconic Haihe, and to learn from his life and hospitality experience.

You have an admirable 20-year career. What continues to drive your passion for the hospitality industry after all this time?

When you provide services to the guests and they are satisfied, you feel a sense of accomplishment. I tell my team of employees that we are service staff. I enjoyed the process that took me to reach this position today.

I have been to different cities in China during these 20 years, but every step along the way gives me gratification. From a manager to a general manager, this is an expression of self-affirmation.
BT 201903 COVER 02 DSCN4064 PSWhat do you consider as the most memorable lessons or advice you have received?

Pre-opening two hotels, namely The Castle Hotel in Dalian and Ningbo Westin, is a learning experience for me. It was really challenging to execute plans, make sure we adhere to the set timeline, and meet our brand image. This taught me about the importance of good cooperation among the owners, as well as the projects, and ensures the future success of the hotel operation.

What makes Banyan Tree brand so distinctive among other global hotel groups?

I have joined Banyan Tree for just a year in Banyan Tree Sanya. All the hotels have various facilities, but what sets us apart is our emphasis on culture and nature. Because of our infusion of the local culture while bringing nature close, we have established a good position in the market that allows us to operate successfully even in the long run.

How is Banyan Tree Tianjin Riverside keeping up with travel trends?

Banyan Tree started a membership program recently in 2018 since cooperation with Accor. Prior to this, Banyan Tree operated successfully without such programs due to its excellent services. Our guests choose to stay with us even when they visit other cities, becoming our Banyan Tree fans. We have members without a membership program. The reason for the steady, yet speedy growth of the company is our resolve on providing quality services.
6b9467d814432b2ddc103c8dd781e05Since Banyan Tree Tianjin Riverside’s opening in 2013, having been the first Banyan Tree Hotel and Resort in Northern China, with its SPA being a highlight of the hotel, what can you consider as the properties’ milestone achievements so far?

Usually guests consider enjoying SPA facilities after checking in at hotels, but our guests stay at Banyan Tree for the SPA services. Our unique Asian SPA is a signature service of our hotel. The SPA of Banyan Tree Tianjin Riverside has received many awards since its opening. This makes our guests approve of our hotel and products even more.

For the first-time guests, what can they expect upon entering your doors?

We insist on our ideals for an urban vacation and guests immediately get a strong sensory experience. We use an aromatherapy vaporizer to diffuse the essential oil. Guests can also see nature as soon as they enter the lobby, with a pond and green bamboos inside to add a touch of nature, while listening to a relaxing background music.

We have a sundown ritual everyday around 4 to 5 in the afternoon. Our staff play the drums, while two waitresses light up real candles to tell our guests that the day has ended. They can take the time to calm down and relax.
DSCN4030What unique travel experience or perks can guests expect in Banyan Tree Tianjin Riverside property?

A unique experience with us in the Tianjin urban resort are our special rooms with large round bath tubs, where we set candles and provide red wine or champagne. We provide a romantic, one of a kind experience. In other Banyan Tree hotels and resorts, they have villas, perhaps with outdoor pools. That is their selling point. However, in the city, we offer a similar experience.

In what way are your food and beverage offerings attracting the local and international clientele?

We choose to attract our guests with local Tianjin cuisine. International guests, and even guests coming from other cities, are interested in trying local dishes. We serve traditional snacks for our breakfast buffets, including Goubuli, Tianjin style crepe, and Tianjin fried dough.
6c57e2245883db52be91955a1339bfeHow do you execute a seamless personalized experience for your guests?

We focus our services on families, providing family rooms, and a recent addition, the masala suite. It is difficult to book a room in the city, especially on weekends and special holidays. Our hotel is top ranked in the Tianjin market. Our next step will be to reach out to our corporate guests. We want to be their choice for relaxation on the weekends after a tiring week at work.

In what way does Banyan Tree Tianjin Riverside contribute to further boost Tianjin as a top tourist destination?

Banyan Tree Hotels and Resorts are not only branded as tourist destinations with exceptionally unique resorts. It also has achieved great results with its urban oasis around the world, like Australia, Shanghai, Bangkok, as well as Tianjin. I believe our hotel is unique because of our SPA. We provide our guests the tranquillity amidst their busy lives through the ambience in the urban resort we create. Many guests, especially from Beijing, come to Banyan Tree Tianjin Riverside to stay for a relaxation of their mind, body, and spirit. I believe our SPA is what makes us distinct amongst many other city hotels.
DSCN4121How does Banyan Tree manage to retain and attract quality employees?

Banyan Tree Hotel and Resort’s expansion is very rapid. We currently have 19 branches in the Chinese market. The company currently owns four brands, Banyan Tree, Angsana, Cassia, and Dhawa. Our hotel and the company offer employees an excellent system for growth and training. The company’s unique AGLEAM leadership program can help employees grow efficiently and develop them into outstanding managers.

What exciting new developments or major events are you preparing for in the next coming months?

This year in October, we have a large-scale food and drinks fair, and it will be the first time for Tianjin to host this event. I believe the hotels are all fully booked. This will affect our business significantly, as booking will not only be on the period of the event, but also during the preparation period, which will bring economic boost to Tianjin businesses.
d8b424e95be1e4eb0eea05dffc7230bWhat do you consider as the most unforgettable compliment that you have received from your client and what was the story behind that?

My growth is from constant encouragement from the guests. I have even become friend with several clients. From an entry level staff to a director, I owe my success to these customers because of our positive interaction and their support.

While fulfilling your role as General Manager, what other responsibilities do you also hold?

I have also big responsibilities with the society. We don’t talk only internally in the hotel about today or year ahead, but also about the future development of the industry. We also have responsibilities to families, even to the environment. We have yearly activities about Social and Corporal Responsibility.
DSCN4098Having a stressful job, what do you consider as your ever-reliable way of relaxing?

Whenever I return to my room, even a short 30-minute talk with my family takes away the fatigue and pressure from work, and brings me happiness.

Before you start or end your day, what are three essential things that you do?

I think of my goals every day. I have to check my report and see which guests will be coming for the day, what are their preferences, etc. Neglecting one customer is not a simple thing. It might affect a group of customers.
60f0ea63e59820bbd780fcba15505c8What would you consider as your proudest moment?

When the guests are happy, they don’t look for you. But whenever there are problems, they seek you out. Look guests’ comments through the customer’s eyes. There are always some customers who are more demanding, but ultimately, they come to our urban resort to enjoy themselves. We have to see things in their perspective.

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