What changes do you think about China's high-end hotel market in 2017? How did your hotel respond to these changes?
Boni Mansi先生：在2017年我们看到了与前几年相比强劲的国内客人的增长。我们发现对价格敏感的客人越来越少，因此也需要更高标准的产品和服务。北京很幸运，能够从多个主要的商业领域，包括休闲旅游、企业以及政府活动和会议会展中受益。这显然对整个城市都产生了积极的影响，王府井希尔顿酒店坐落在北京的中心地带，因此在2017年，我们因此趋势带来的收益更丰。In 2017 we have seen a strong domestic traveller demand VS previous years. We have pleasantly noticed the presence of less price sensitive travelers but yet demanding higher service standards and better products. Beijing is lucky enough to benefit from some major business segments, Leisure, Corporate, as well as good Government and Conventions altogether. This is obviously impacting positively the entire city. Our hotel, located right at the heart of Beijing, have subsequently seen a very positive trend in 2017.
T&L：越来越多的高端酒店进驻中国市场，竞争也越来越激烈，贵酒店有哪些措施应对激烈的竞争环境？More and more high-end hotels are entering the Chinese market, leading more and more fierce competition. What measures will you take to deal with the fierce competition environment?
Boni Mansi先生：应对激烈竞争的方法其实早已经存在于我们的“希尔顿愿景和使命”中，这是由我们的创始人康拉德·希尔顿在97年前提出的，“让每位宾客在每家酒店的每次住宿都倍感满意” 。这实际上是非常有效的,仍然是我们今天始终奉行的企业原则。我们也花费了大量的时间和资源来获得优秀的人才，这就是为什么希尔顿被评为“2017年度世界上第9位最优秀工作地点”的原因。我们对这一成就尤其感到自豪，这充分体现了我们对这个行业的企业文化和激情。在热情接待和客户认可的同时，持续不断的发展和创造新的客户体验的仍然是我们的关注点。延续近100年的公司文化，让希尔顿的“愿景和使命”指引着我们的前进与发展。The way to deal with the fierce competition is well placed in our HILTON Vision and Mission, which was created by our founder, Conrad Hilton, 97 years ago, “By delivering exceptional experience every hotel to every guest at every time”this is in fact still very valid and remain our main driving principle today. We also spend considerable time and resources in acquiring great talents and good workforce, this is the reason why, once Again in 2017 we were awarded “Top 9 World Best Place in 2017” by Great Place to Work. We are particularly proud of this achievement, this reflects in full the company culture and passion we have for this industry. Great Hospitality and customer recognition, while continuing evolving and creating new guest experiences, will still be the main focus, all guided by our almost 100 year old company Culture directly following our Vision and Mission.
T&L：您认为过去一年酒店业在服务创新、管理创新、科技创新等方面有哪些值得关注的案例？What noteworthy cases of service innovation, management innovation, scientific and technological innovation within hotel industry in the past year?
Boni Mansi先生：希尔顿在创新方面有着悠久的传统。我们屡获殊荣的希尔顿荣誉客会App,现在每八秒就有一个新客户下载。这款应用的下一个阶段是在今年推出中文。希尔顿在2017年推出的App中的“预选房间功能”也是广为人知。这个应用程序不仅可以令客人受益于希尔顿客户忠诚计划的诸多礼遇,同时可以根据自己的喜好提前选择房间。最后一点，但不仅限于此，希尔顿目前正专注于推出数字房卡系统，客人用自己的手机即可打开房间。该系统目前已被推广到2500家酒店，2018年将进入更多的中国酒店。Hilton, have a very long tradition in innovation since the very beginning of our history. Our award-winning Hilton Honors App is now downloaded one every eight seconds. The next stage of this App is to launch it in Chinese language within this year. Hilton is also very famous for having launched in 2017 the Room Selection Function. The App allows you not only to benefit from one of the most exciting loyalty program in the entire industry; you are also able to choose the room as your preferences when you make a booking. Last but not least, Hilton is currently focusing on launching the digital key system; each guest will have their digital room key on the phone. This system is currently rolled out into 2500 hotels in the world, and will come to China in 2018.
T&L： 酒店与OTA的合作及矛盾是2017年的热点，您个人对此有何看法？What do you think about the hot issue on the contradiction and cooperation between hotel and OTA in 2017?
Boni Mansi先生：这是一个非常有趣的问题。当然，OTA对我们的生意来说是非常重要的一部分，并且会长期保持重要的地位。我们非常乐意与提供客户预定渠道的每个知名平台合作。在中国，OTA的重要性比其他任何国家都要突出。在未来，我们将会与OTA公司共同致力于平台使用的多样化，并了解更多客户预定模式和喜好。目前，我们还将所有OTA公司的客户反馈报告直接整合到我们的内部系统中。所以我们现在不仅在内部收集公司的客户反馈，而且还直接从那些通过OTA预订的客户那里收集信息，这在以前从未有过。简而言之，OTA是伟大的合作伙伴，也是我们业务的重要组成部分，我们将保持紧密合作继续向前发展。That is a very interesting question. Definitely, OTA’s are a very important part of our business and will remain extremely important in the next future. We are very happy to partner with all the most known companies that manage customer booking channels. In China, OTA’s are even more prominent than any other country. What will we do in the next future with OTA’s is trying to diversify the utilization and to understand better customer booking pattern and preferences. Currently, we have also integrated all OTA’s companies’ customer feedback reports directly in our internal system. This was never the case before, so we are now not only collecting internally our company customer feedback, but also directly from clients who book through OTA. In a short, OTAs are great partners, and absolutely important component of our business, they will remain as such moving forward.
T&L：2017年贵酒店有哪件事情或成就令您最为难忘？What’s the most memorable event or accomplishment of your hotel in 2017?
Boni Mansi先生：在我看来，最令人难忘的事情之一，就是在2017年10月参与“一带一路”活动的接待工作。位于北京市中心的北京王府井希尔顿酒店是重要指定下榻酒店之一，接待了来自不同国家的大型政府代表团。我们是许多会议的中心酒店，也是政府和协会活动的中心，这给了我们整个团队很大的压力，但我很高兴地说，成功是巨大的，我们得到了许多来自政府及代表们的高度赞扬。What comes straight up to my mind as one of most memorable event is having be able to be part of the One Belt One Road event in October 2017. Hilton Beijing Wangfujing was one of the key designated hotels with large government delegations from different countries. In the Wangfujing area, we are the center hotel for many meetings as well as government and union activities. That was giving our whole team a lot of stress, but I am pleased to say the success was tremendous and we received a lot of compliments from delegates as much as from the collaborators from government.
T&L：2018年贵酒店的工作重点是什么？您有什么特别的计划或想法吗？What will be the focus of your hotel in 2018? Do you have any particular plans or ideas?
Boni Mansi先生：2018年将是又一个充满挑战的一年。我们不会坐看2017年的成功止步不前。首先，我们将继续推进设施改造；我们正在升级酒店的游泳池，并在重新审视整个酒店的公共区域家具以及所有房间的翻新。
我们将继续开发和提供更多餐饮促销，邀请名厨，做更多有趣的主题活动。我们会一直是最有活力和创造力的餐饮酒店之一。
我们也会继续关注员工的成长和成功。在2017年，全世界的希尔顿已经提供了超过25,000个工作岗位。我们为团队成员提供行业领先的福利。我们会继续为来自校园的年轻毕业生提供实习机会，并借此尽我们所能提高整个行业的服务
2018 would be another challenging year. We won’t be just seating and looking at the 2017 success.
Firstly, we will continue work on upgrading our facilities; we are currently upgrading our swimming pool. We are re-looking the entire hotel public area furniture’s, and as well as all rooms inventory facelift.
We will continue developing and offer many food & beverage promotions and initiatives with celebrity chefs and very interesting offerings. We certainly will continue being one of the most active and innovative food & beverage hotel in the Wangfujing area.
We will also continue focusing on people growth and success. In 2017, worldwide Hilton has created more than 25,000 jobs. We offer team members industry-leading benefits. We will continue creating apprenticeship opportunity for young graduates from school and university to create learning ground as much as we can and finally improve services in the industry in this country.
T&L：可否用一句话把贵酒店最值得体验的东西介绍给我们的读者？Could you sum up in one sentence to introduce what’s the most worthy to be experienced in your hotel to our readers?
Boni Mansi先生：用一句话来说，毫无疑问，我将邀请所有人来体验我们的非常受欢迎的秦唐中餐厅。满受赞誉的中餐厨师长孔德龙，与许多行业专家合作，不断开发新产品和新菜单。秦唐中餐厅目前专注于北京菜和北方菜系。你一定不能错过我们的招牌北京养生烤鸭，它是北京最美味的烤鸭之一。Without any doubt, in one sentence I would invite everyone to experience our Chinese restaurant called “Chynna” which has been already very popular in the recent years. Our chef Delong is an award-wining chef that cooperated with many industry experts to continually develop new products and new menus. Chef Delong is Currently focusing on Beijing and North China cuisine. You definitely should not miss our signature Healthy Beijing Roast Duck, one of the most delicious Beijing Duck in the whole of Beijing.
T&L： 2018年您个人有什么样的旅行计划？您个人选择酒店的标准是什么？What’s your travel plan in 2018? What’s your personal standard to choose a hotel?
Boni Mansi先生：酒店总经理的旅行计划一直是一个非常神秘的问题，今年除了3次上海的客户拜访，我还会参加希尔顿在上海、香港和北京的路演。目前还没有安排国际旅行，和家人一起度假也还在计划中。是什么让我选择这家酒店而不是另一家？一定是它的便利、一致性和服务质量，这也是我希望我的酒店能带给了客人们的，持续的提供个性化的高水准的服务。
Travel plan for hotel GMs is always a very mysterious question, this year beside the shanghai trips, 3 times in a year, to visit clients and partners, I will also take place to a regional road show in Shanghai, Hong Kong and Beijing for all Hilton properties. No international trips are scheduled at this stage. Of course holidays with family are also at planning stage.
What makes me choose a hotel versus another: it is convenience, consistency, and quality of service, as what I expected from my hotel to be delivered, Consistent high level service delivered in a personalized way.
