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COVER STORY: High Standards of Exceptional Service and Consistency Interview with Allan Wong, General Manager, Pan Pacific Tianjin Hotel
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High Standards of Exceptional Service and Consistency

Interview with Allan Wong,

General Manager, Pan Pacific Tianjin Hotel

By Emily Casey

酒店外观
珀斯天鹅河,巴厘岛海神庙,河内西湖,新加坡滨海湾,厦门筼筜湖……欲一览泛太平洋区各地美景,首选当然是下榻泛太平洋大酒店。南至巴厘岛,北至中国,东抵加拿大,西达新加坡;泛太平洋酒店及度假村的足迹遍布北美西海岸、澳大利亚和整个亚洲地区。泛太平洋是亚洲和环太平洋地区的酒店领军品牌,不仅分布广泛,而且位置绝佳,每家泛太平洋大酒店都坐落于所处城市的核心区域或著名景区,并为您提供高级住宿设施和服务;无论是交通便利程度还是周边景区布局甚至是从房间向外眺望的景致都包您满意。


泛太平洋酒店、度假村和高级服务式公寓,已在多个地区和国际舞台上得到认可,例如获得世界旅游奖、AAA 四钻大奖、《康德纳斯旅行者》杂志金牌大奖和读者评选奖。泛太平洋品牌将在中国继续拓展市场,并且相信通过酒店的高品质服务,客户会更加了解品牌并持续选择入住世界各地的泛太平洋大酒店。


早在2014年就开业的天津泛太平洋大酒店不仅继承了泛太平洋大酒店品牌的无数优点,更是结合了天津本地特色,为每位住客提供一流星级服务。现任酒店总经理黄耀锦(Allan Wong)先生已在中国工作二十余载,曾任品牌酒店财务总监职务,是少有的拥有多部门经验的酒店总经理。他不仅了解泛太平洋大酒店,更懂得如何让天津泛太平洋大酒店与天津这个独具特色的城市协同发展、完美融合。

图片1 海河全景 合同版
泛太平洋大酒店名不虚传——这里的太平洋风情是给顾客带来全新体验的奥秘所在,顾客在此可以放松心情,舒缓身心。在与黄总对话之初,他就表示:天津泛太平洋大酒店致力于为客户带来舒适的入住体验。酒店所有客房和套房都经过精心设计,将优雅家具、迷人景观和现代舒适完美融合。


除此之外,天津泛太平洋大酒店尽最大努力满足住客各类需求:在这里,您可以在任何时间去24小时开放的健身房健身,与此类似的个性化服务还有很多。黄耀锦先生认为未来的中国酒店市场竞争将更为激烈,提供优质的服务、满足客户所需才是脱颖而出之良策。


为了给客户带来最佳体验,天津泛太平洋大酒店不仅在陈设服务方面做出努力,更考虑到了员工的工作与生活的平衡,如此一来,每位员工可以发挥最大的工作热情与服务水准,为客户带来最佳体验。黄总特别提到天津泛太平洋大酒店一流的团队是他的"取胜法宝",在这里的每一位员工都发挥着自己的重要作用,是他们的卓越表现铸就了品牌成功。


谈及酒店的便利与特色之处,黄耀锦先生表示,天津泛太平洋大酒店坐落于津城最美的区域,毗邻海河、天津古文化街、天津天后宫和天津中山公园等著名景点,其优越地理位置使住客可以最大程度地利用闲暇时间一览天津美景,领略风情。


本月末,天津即将迎来全国运动会,此时入住天津泛太平洋大酒店,在共襄盛会的同时纵享天津特色美景,不失为一个绝佳的选择。

02
Few foreigners that work in Tianjin have experienced the transformation that China has undergone in the past two decades.


Allan Wong came to China 23 years ago to start his career in the financial sector. He tried not to limit his abilities as he likes to delve into different facades that are beyond his job description. Rather than be limited to one category he prefers to get an understanding of many other aspects of the hospitality sector. As a result he has overlooked land acquisition, projects construction and management of sites. He is a very special General Manager with all-round experience.
Exterior Night ShotYou started your career as a financial controller and today you are General Manager. How has the transition been?


I started off as a financial controller and moved on as a General Manager. From the early 1990's till today if you study the background of CEOs' in America most of them have financial backgrounds. It's not only about how much revenue we can bring in, it's more about how much of that can be converted into profit. I believe my financial experience has given me an edge in the market.


How do you manage to bridge owners' expectations, keep the team motivated and ensure customer satisfaction?
Pan Pacific Tianjin Hotel is owned by our group company and it is managed by our sister company. We try to be the best to maintain the highest possible standards in terms of providing guest service, maximizing financial return and protecting the ownership assets. We balance these three aspects well which provides us with the stability we need to try out new things so as to enrich the experience of our guests.


As for team motivation, I'm really proud to say that I have an amazing team. We work well together as we have built a lot of trust within the group.


01What are the facilities and special benefits that Pan Pacific Tianjin Hotel offers to its guests?
I think hotels offer their guests more or less the same services and the defining factor is where they decide to place emphasis. At Pan Pacific hotel we focus on providing our guests with a memorable experience. We emphasize the guests' comfort and convenience. We want our guests to remember the Pan Pacific experience so that they will continue to choose our prestigious hotel brand whenever they travel.


Tell us about the unique location of Pan Pacific Tianjin Hotel.
We are located in the most beautiful part of the city. The Tianjin municipality has spent a lot of resources to maintain this area of the city and it is one of the most scenic and attractive places. Guests can walk close to the river bank giving Tianjin a European touch. The Pan Pacific hotel is very close to the Ancient Culture Street which is a must-visit attraction in Tianjin. By being so conveniently located our guests can maximize the time that they spend here in the city.


Club floor King Riverview 太平洋贵宾河景观大床房 RAY 6051The hospitality sector is very competitive. How do you stay ahead of your competitors?
China has a very competitive landscape. The hospitality sector is no different. I have to thank my team for my achievements. I have a wonderful team that makes things happen. At the Pan Pacific we simplify so that my staff can focus on maintaining a better work-life balance so that they can give priority to guests. We try to focus on following through all the services that the guests request for.


Tell us something about actions, events and activities planned by Pan Pacific Tianjin Hotel to attract and retain guests.
We did a number of events in 2016 and early 2017. We here at Pan Pacific like to maintain an exceptional level of quality. We like to deliver what we have promised. Our events are something the guests look forward to. The Appreciation Dinner that was held last year was received very well. Guests were very happy with the services we provided. The high standards of exceptional service and consistency are what make us stand out and keep our guests coming back.


This month marks the beginning of National Games of China. How does Pan Pacific Tianjin Hotel plan to attend to the large number of people coming to visit Tianjin?

It's a city event which will have a large number of guests visiting. We aim to offer our guests a wonderful place to relax and recuperate with services catered to their every need. Pan Pacific is a chain with branches all over the world from Canada all the way to Vietnam. We offer our customers a unique service. The Pan Pacific experience is something we hope the customers will hold and remember forever. For example, we have a 24-hour gym and other minor services that provide great guest satisfaction. Little actions taken with the guests in mind go a long way in terms of fulfilling their needs.

03
Tianjin has been recently awarded the title of being the 10th most "business friendly" city of China. What else should Tianjin do to be one of the top 3 in this rank?


I think Tianjin should encourage more talented foreign professionals to come and work in the city. It is necessary to make Tianjin more attractive to international travellers and make them feel that this is a great place to work and develop their career.


Club Floor Suite 太平洋贵宾套房RAY 6064What is next for Pan Pacific Tianjin hotel?
We try to develop our brand presence in China as it's not yet that significant. We have many hotels in Singapore and Australia. These are two popular destinations which the domestic Chinese travellers frequently travel to. We want them to always choose Pan Pacific when they travel to these destinations as well. We can only do this if we can familiarize our brand and make it synonymous with a memorable experience.


What is your secret to keep a stable and well trained team?
I make an effort to do team building exercises to reinforce the trust that we have with each other and to make them feel that they are an integral part for the team to function well. If any of the staff fall apart, the team will collapse just like a domino. I encourage them not to work with a department mentality but to step outside that mindset and work as a collective. If all the staff work together we can succeed in our purposes and even go further. I always make sure to recognize achievements and motivate them to work with enthusiasm.


What do you think about the future of the hospitality industry in China and specifically in Tianjin?
It's going to be more competitive - everyone is looking to improve services but we need to figure out how this will happen. I think good service should be recognized and encouraged. Of course the government has an important part to play in terms of investments, infrastructures and providing concessions. The hospitality industry is no longer the main focus but it is vital for travelers who expect a valued service so the hotels should step it up to cater to the needs of the guests.

Pacific Ball Room 太平洋宴会厅 RAY 6445 Copy
You have seen the transformation of Tianjin over the past years. Where do you think the city should focus to maintain its successful developmental spree?
Firstly, I think foreign professionals have a vital role to play to further Tianjin's success. I think the government should encourage expats to come and allow them to work in China. Secondly, I think the government should provide incentives to encourage people to work in the city instead of migrating to other parts of China or abroad. This will increase the level of income of local people and allow them to spend more money in the hospitality industry.

帕西菲嘉西餐厅单间Pacifica Private Room
Could you let us know something about your management style?
I focus more on results so I like to mentor my team members. It's important to work with your team, train, coach and guide the team in the best way possible to get the most out of each individual so that each department can deliver the highest service and quality to guests.


I prefer using the term partner as opposed to employer as I feel it encourages them to do better and be more persistent with their tasks. I encourage them to work harder on equal grounds away from the traditional setup which is limited to an employer and employee relationship. Everyone has an important role to play which is vital for us to work smoothly and maximize our potential.

海天楼中餐厅单间Hai Tien Lo Private Room 2
How do you balance your strengths and weaknesses?
Every leader has a great team backing them up. My team makes me a strong individual. The team that I have here at the Pan Pacific is undoubtedly the best. They are aware of their strengths and weaknesses and they understand that it is acting as a team that makes us effective and enables us to reach our goals.

健身中心
What are your future goals, both professional and personal?
Professionally, I want to see my carrier advance and grow further. I have two wonderful kids who I adore and watching them grow is amazing. In terms of personal goals, my main focus is my family.


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