对话总经理 ｜ 上海浦东四季酒店——何咏聪 Arthur WC Ho
上海浦东四季酒店
对话总经理
浦江东岸繁华如梦，这里是大上海蓬勃的城市核心，鳞次栉比的摩天建筑群在此林立。上海浦东四季酒店就坐落在陆家嘴金融中心区，见证了黄浦江蜿蜒的风景和城市的变迁。本次亚美咨询走近浦东四季酒店，与酒店总经理何咏聪先生进行了深入的交流。
在上海这座朝气蓬勃的大都市中，浦东四季酒店以其摩登现代的独特魅力与都市的日新月异的蓬勃律动融为一体，私人定制化的服务更是别具一格。作为上海浦东四季酒店总经理，何先生思维创新又时刻保有同理心，具有独特的个人魅力。突出的个性和丰富的国际生活和工作背景，令他与这个注重革新的奢侈品酒店所阐述的价值格外契合。
A sense of and is what will to meet any type of , and that’s what the for the Four Hotel , Mr. W C Ho . This comes from his and a sense of work ethic that the ’s on and its in .
立志当早存高远
何先生表示进入酒店行业也是机缘巧合，14岁时在电视节目中看到关于介绍成功酒店管理人职业生涯的片段，便被酒店的工作和生活方式所吸引。于是在1980年他前往美国并先后就读于爱荷华州立大学以及马赛诸塞州的阿默斯特大学，研读酒店及餐饮管理和营养学。毕业后他在华盛顿特区的一家喜来登酒店做夜审工作。9个月艰苦乏味又琐碎的工作磨练了他坚韧的意志，他也因在工作中踏实诚信而倍受尊重。1987年何先生回到香港，分别就职于凯悦、喜来登和园景酒店。1998年进入国际贸易公司，针对如何能高效地执行工作又进修了相关课程，这些经历让他受益匪浅，在之后的管理方面游刃有余。
, Mr。 Ho first about a in the hotel from a TV when he was just 14 years old。 Born in Hong Kong he had a taste of the world, but saw a new a hotel on his TV。 This look like a great , and his ’ - he made it his goal。 Being a , Mr。 Ho to go to the in 1980 for his at both Iow a State and in ; on hotel & and 。
After , he his hotel work for a D。C。 as a night 。 It was 9 of hard, , and work that his , but gave him a very and at the hotel。 After that, in 1987 he back to Hong Kong and his at the Hyatt, , and ’, as front clerk, front , and rooms’ 。 Then in 1999, Mr。 Ho took a small break from the hotel to work with an trade 。
He even took an / class to how he could each task , and now feels that it was a move that has with his tasks。
两年之后，一个特别的契机让何先生又回到了酒店行业。2000年一位前酒店的忠实客人拨通了何先生的电话，问他是否有兴趣管理在伦敦的一家酒店，就这样他又回到了热衷的行业。而将他带到四季品牌旗下的是2002年的另一通电话，届时上海浦东四季酒店正在筹备开业，而何先生被视为客房总监的最佳人选，也从此开始了与四季的不解之缘。2005年在香港四季酒店担任客房总监，2007年在新开业的澳门四季酒店担任酒店经理，2012年在新开业的深圳四季酒店担任总经理职位。丰富的开业经验也令他体会到扎实的开业基础对于一个酒店的成功有着重要的意义。2016年8月，他又来到上海，担任上海浦东四季总经理。
That was , in 2000 Mr. Ho a call from a loyal hotel if he to one of his ’ in , and he said yes. Hotel’s are in his blood so it was a to take the . Then call came in 2002, this time from the crème de la crème Four with an to help open it’s as the of rooms. After that, he open three more Four : Hong Kong as DOM in 2005, Macau as the hotel in 2007, and then as the in 2012. the , he how it is to slate a smart for the . Then, in of 2016 he a at the Four , and his came with him.
大处着眼、小处着手
何先生告诉我们在工作中，酒店员工的团结是至关重要的，酒店与客人建立亲密关系的前提是每一位员工都能做好自己的工作。在日常工作中他认真对待每一位客人，提供悉心服务，以此来教导每一位员工，并通过鼓励员工来完成超出他们预期的工作。他会倾听这些员工的故事，了解他们的生活，拉近和他们的关系。何先生解释说，在一个新开业的酒店中建立扎实的员工关系更为容易，因为会在酒店开业前就认识每一位员工。在面试新员工时，何先生很关注每位应聘者的态度和个性，学习能力和情商也是考察的重要方面。员工能恰当地理解客人的需求，才能提供完美的四季酒店的入住体验。
Mr。 Ho’s is in , where he it’s to rally to get jobs done and them to more than they they were of。 that at the end of the day every one needs to be hands on and with each other and the 。 Mr。 Ho this by his in the and by 。 He also on the same level with the by and about the ’ life。
He how is when pre- he meets from the start, so when he into ’s hotel he had to work to build 。 When new , Mr。 Ho’s staff on the and of each 。 While also that they want to learn and have (EQ), so they can read to the Four Hotel 。
何先生说每位一线员工有三个为客人服务的要求需要遵守： “把事情做好”、“了解客人所需”、“带给客人惊喜”。“把事情做好”指一定要按照客人的要求来提供服务，即使有些事情看起来不太好理解；“了解客人所需”是指通过了解客人的需求和客人当时所处的实际情况来选择最合适的客人的优质服务；而“带给客人惊喜”指的是在面对客人时始终如一的提供最好的服务，让客人在离开酒店时感叹：“哇哦，入住浦东四季感觉非常棒！”
There are three guest each live by; to Mr. Ho they are “get it right”, “get me right”, & “wow me if you can”. “Get it right” is what the asked for even if it doesn’t match the . “Get me right” is the guest and their and out how to them more using . “Wow me if you can” is the best every point, so at the end of their stay they look back and go “Wow, went well”. :)
凡益之道、与时偕行
何先生表示，要始终关注“如何才能更好的与客户建立关系?”对于客人来说，有时候少即是多。四季酒店开发了一个应用程序，入住客人在房间里可以通过手机直接订购服务和产品。前沿技术对于酒店来说至关重要，同时非常幸运的是何先生的儿子让他对最新的蓝牙设备和科技新闻都了如指掌，可以一直与时俱进。
Mr. Ho says the is; “How can we with the ?” it’s by doing less, where now the Four has an APP that the can order and from and they will be to their room. This works for who don’t want the human , and they’re it. The in a hotel is so to keep up with, and Mr. Ho’s sons keeps him in the loop with the and tech news, in- laps in his spare time, so he stays .
很高兴与何咏聪先生进行交谈并了解到他是如何取得今天的成就。在此感谢他的分享！
It was great with W C Ho (he ) and how he grew to where he is today, and we’d like to thank him for his .
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特约记者
Kelsi. Niece
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7月
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