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COVER STORY: Himalaya. The extra mile in service excellence
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Himalaya: The extra mile in service excellence
喜马拉雅:卓越服务的额外里程
By John Smitter

BT 202007 340X458For Himalaya, pre-empting the needs of sophisticated world travellers and providing them with an exceptional, one-of-a-kind experience is of paramount importance. As a hospitality platform, it has designed several different product offerings to meet the multi-faceted needs of its customer base, including that of the Himalaya Serviced Residences, Himalaya Branded Residences, Himalaya Hotels and the Himalaya Club.
 

对于喜马拉雅来说,抢占世界旅行者的需求,为他们提供独一无二的卓越体验至关重要。作为一个酒店式服务公寓,它设计了多种不同的产品来满足其客户群的多样化需求,包括喜马拉雅服务公寓、喜马拉雅品牌公寓、喜马拉雅酒店和喜马拉雅俱乐部。
 

Business Tianjin Magazine sat down with Bhupesh Yadav, the Chief Operating Officer at Himalaya Hospitality International (HHI), and Augustine Markose Silva, the Regional General Manager of Northern China and the Vice President of Pre-Opening at HHI.
 

《津卫商务》双语杂志专访了喜马拉雅国际酒店管理集团(HHI)首席运营官Bhupesh Yadav,和华北地区总经理Augustine Markose Silva。

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For Mr Yadav and Mr Silva, both trailblazers who ventured into the serviced residences industry when it was in its infancy three decades ago, Himalaya is one of their most exciting assignments yet. Having gained global experience as part of the core team responsible for establishing and growing worldwide brands such as Ascott, Frasers and Shama, they have now directed their focus towards the enigmatic Mainland Chinese market. With its dynamism, diversity, immense land size, its considerable population and its burgeoning middle class, China offers a plethora of as yet unexplored opportunities for the hospitality industry.
 

Bhupesh Yadav 先生和Augustine Markose Silva 先生都是三十年前服务式住公寓的开拓者,喜马拉雅是他们接受的迄今为止最激动人心的任务之一。作为建立和发展全球服务式公寓品牌如雅诗阁(Ascott)、辉盛坊(Frasers)和莎玛(Shama)等品牌的核心团队成员,他们积累了丰富的全球经验,现在他们专注于神秘的中国大陆市场。中国的活力和多样性、以及巨大的土地面积、庞大的人口数量和不断壮大的中产阶层,为酒店业提供了大量尚未开发的机会。

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Himalaya, a brand-new collaboration between the Hong Kong Stock Exchange-listed Sunshine 100 group and KAIA properties, seeks to tap into the demographic changes of the second and third tier cities of China in particular, to revitalize the hospitality scene in these cities that were once perceived as the hinterlands of the hotel industry. Furthermore, it endeavours to be a China-born hospitality company, grounded by Chinese roots and imbued with Chinese philosophy, and more excitingly, with global aspirations far exceeding the borders of the Chinese speaking world.
 

喜马拉雅是香港证券交易所上市的阳光100集团和凯尔置业之间全新的合作,旨在挖掘中国二三线城市人口结构的变化,重振这些曾经被视为酒店业腹地的城市的酒店业。此外,它致力于成为一家在中国诞生的酒店公司,扎根中国,充满中国哲学,更令人兴奋的是,它的全球抱负远远超越了华语的边界。

AVA 3332 编辑For the team at Himalaya, their strength lies in their flexibility, agility and diversity. With a specialized team consisting of members from an assortment of backgrounds, and most of the team under the age of thirty-five, Himalaya hopes to be at the forefront of the hospitality scene, and to be the most effective in pre-empting the needs of guests and the trajectory of the market. The hospitality scene is always evolving, and new trends are emerging every other day. With guests becoming progressively younger and more cosmopolitan, and with a rapidly growing number of well-travelled and bright-eyed Chinese returning, guests’ needs are becoming increasingly varied. HHI hopes to tap into its strengths to address these diverse expectations and to constantly remain at the cutting edge of the hospitality industry.
 

对喜马拉雅团队来说,他们的优势在于他们的灵活性、机敏性和多样性。喜玛拉雅拥有一支专业团队,其中大部分年龄在35岁以下,喜玛拉雅希望能站在酒店行业的前沿,并能有效地抢预先占领旅客的需求和市场发展轨迹。酒店业总是在不断发展,每一天就会出现新的趋势。随着旅客变得越来越年轻和国际化,旅行者的人数迅速增加,回国的人也越来越多,旅客的需求日益多样化。喜马拉雅国际酒店管理集团希望利用自身优势来满足旅客的不同期望,并始终保持在酒店行业的前沿。

Tian ta 6 编辑Tian ta 编辑Of course, no hospitality story is complete without a focus on service. For Himalaya, service begins even before the guest sets foot on the property. Guests are contacted prior to their stay to determine their needs and their preferences. No request is too small to listen to–– from breakfast and pillow choices, to transportation needs, to birthday wishes, the team at Himalaya will go the extra mile to meet and exceed these needs. After the check-in process, guests are served freshly brewed tea in their apartments, specially prepared by their assigned housekeeper. This housekeeper will remain at their service throughout their entire stay on the property, and will be the first point of contact for guests to address their needs.
 

在喜玛拉雅酒店,服务甚至在客人踏上酒店之前就开始了。客服人员在入住前会与旅客联系,以确定他们的需求和偏好,细致入微——从早餐到枕头的选择,到交通需求,再到生日祝福,喜马拉雅团队将不遗余力地满足和超越这些需求。办理入住后,旅客可在公寓内享用由指定管家准备的新鲜的茶水,这位管家将在旅客整个逗留期间为旅客提供服务,并将成为满足其服务需求的第一位联系人。

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A variety of orientation and guest activities are organized monthly as part of the Himalaya community. Such activities not only become an occasion for all guests to come together; they also provide opportunities for the staff to interact with the guests and to constantly stay in touch with their individualized needs.
 

喜马拉雅社区每月安排了形式各样的互动活动,为所有住店客人之间,以及员工与客人之间互动创造了机会,使员能够不断地了解客人的个性化需求。

WeChat Image 20200703170013 编辑As COVID-19 batters the hospitality industry around the world, Himalaya has not emerged from the global pandemic unscathed. However, Himalaya continues to grow and expand, even if at slightly dampened rates. Right now, Mr Yadav and Mr Silva speak with vigour about the opening of Himalaya’s second property in Tianjin, the Himalaya Serviced Residences Tianta Tianjin. A sister project to their existing property in the Nankai District, the property at Tianta will further complement Himalaya’s existing hospitality offerings in Tianjin come September 2020. With Himalaya Serviced Residences Tianta Tianjin, Himalaya will now become one of the dominant long-stay hospitality and accommodations providers in Tianjin. The Himalaya at Tianta will also be the first-ever Himalaya Club in northern China. The Himalaya Club is a one-stop shop with a range of facilities including dining, fitness, wellness and business, and this serves as a trendy and diverse platform for members to meet like-minded people and to form meaningful connections.
 

当COVID-19重创全球酒店业之际,喜马拉雅并没有从全球大流行中毫发无损。然而,喜马拉雅仍在继续增长和扩大,即使增长率略有下降。Mr Yadav先生和Mr Silva先生就喜玛拉雅在天津的第二家酒店——天塔喜玛拉雅酒店的筹备开业畅谈。作为南开区现有物业的姊妹项目,将于2020年9月开业。凭借天津天塔喜玛拉雅酒店开业,喜玛拉雅将成为天津占主导地位的长期住宿和服务式公寓供应商之一。天塔喜马拉雅也将是中国北方第一个喜马拉雅俱乐部。喜玛拉雅俱乐部是一家一站式商店,拥有一系列包括餐饮、健身、商务等设施,为会员提供一个时尚多样的平台。

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Simultaneously, Himalaya Wuxi will open in August 2020. This imposing, iconic building in the new commercial district of Wuxi will boast a Himalaya Serviced Residence, a Himalaya Hotel and a Himalaya Club, in addition to a myriad of third-party collaborations with forward thinking and innovative businesses in the neighbourhood and community. While the current COVID-19 economic and social climate brings with it an unforeseen amount of risk and uncertainty, serviced residences have in fact showed signs of being the accommodation of choice. The space and amenities offered allow travellers, guests and their families to carry out their everyday lives in a personal, private, clean space. With the standardized and efficient cleaning and sanitation practices of an established accommodations provider, guests are also more assured that their living spaces are free of infection.
 

同时,喜马拉雅无锡将于2020年8月开业。这座位于无锡新商业区的标志性建筑将拥有喜马拉雅式服务式公寓、喜马拉雅酒店和喜马拉雅俱乐部,此外还与众多第三方合作。虽然目前COVID-19给经济和社会气候带来了不可预见的风险和不确定性,但事实上,服务式公寓已经成为旅客入住的首选。它所提供的空间和便利设施使旅行者、家人能够在一个私人的、清洁的空间里进行日常生活。

 DSC4885 Pano edited微信图片 2020032009453412 编辑On top of these developments, the Himalaya team is currently working on several other projects all around China, in cities as diverse as Beijing, Lijiang, Shanghai, Wenzhou, Weifang, Xinlong, Yantai and Yueyang. While the COVID-19 situation brought a period of global economic stagnation, particularly at the point of the brand’s infancy, it has given the team an opportunity to regroup, reflect and reinvigorate. With the goal of opening fifty hotels in the next five years, the team at Himalaya is moving full steam ahead. Dedicated to service and innovation, and always striving to be, as their tagline indicates, above all, their projects will undeniably contribute to the vibrancy and the growth of the hospitality scene in Tianjin and China.
 

除此之外,喜马拉雅团队目前还在中国各地开展其他项目,包括北京、丽江、上海、温州、潍坊、新龙、烟台和岳阳等城市。虽然COVID-19的情况带来了全球经济停滞时期,特别品牌起步阶段,但它给了团队一个重组、反思和振兴的机会。为了在未来五年内开设五十家酒店,喜马拉雅的团队正全力以赴。致力于服务和创新,正如他们的口号所示。至关重要的是,他们的项目将无可否认地为天津和中国酒店业的蓬勃发展做出贡献。

himalaya天津天塔喜马拉雅服务公寓
HIMALAYA SERVICED RESIDENCES TIANTA TIANJIN
地址:天津市南开区卫津南路与天塔道交汇天津天塔喜马拉雅服务公寓
Address: Intersection of Weijin South Road and Tianta Road, Nankai District, Tianjin
Tel: 022-23661188
 

天津南开喜马拉雅服务公寓
HIMALAYA SERVICED RESIDENCES NANKAI TIANJIN
地址:天津市南开区红旗南路与楚雄道交口天津南开喜马拉雅服务公寓
Address: Intersection of Hongqi South Road and Chuxiong Road, Nankai District, Tianjin
Tel: 022-23661188

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