T&L：What changes do you think about China's high-end hotel market in 2018? How did your hotel respond to these changes?
您觉得2018年中国的高端酒店业市场有何变化？贵酒店如何应对这些变化？
Mr. Depesh Seth：More upscale and luxury brand hotels are growing up in second and third tier cities in China 2018. The increase of new hotels provides more choices for guests, and their expectations for hotels are also increasing. At the same time, the current market development is more digital savvy, our hotel in operation and marketing is preferred to combine online and offline, such as catering & rooms and sales activities, make full use of online resources, guide guests to have online interaction. At the same time, themed events will be held to invite guests to participate, we focus on create the Accor Hefei Sunac event motto “Destination of Celebration” and build mutual trust and provide more intimate and personalized connections for our guests.
2018年，越来越多的高端奢华品牌酒店进驻中国二线和三线城市，新酒店的增加为客人提供了更多的选择，客人对酒店的期望值也在不断增加。同时现在的市场发展更加数字化，我们酒店在运营营销上也是更青睐线上线下相结合的方式，例如餐饮及客房的销售活动，充分利用线上资源，引导客人产生线上互动。同时开展主题类庆典活动，着力打造属于合肥融创雅高酒店群标志性“非凡庆典”概念，积极邀请客人的参与，建立彼此间的信任，为客人提供更加贴心个人化的服务。
T&L：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?
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？
Mr. Depesh Seth：At present, consumers' demand for hotels is not only for accommodation, but also for overall experience and a series of travel, entertainment around the hotel. Therefore, it is very important in combining with the particular city, cultural deposits and its own market positioning. To strengthen our brand characteristics and clear guest types and travel needs. We engage and connect effective communication with customers, keep updated with the information, timely adjust our business strategy and improve personalized services. And use different ways to make innovative initiatives, to let our guests feel the difference. On the other hand, the surrounding logistics, entertainment facilities and shopping malls should be linked to share resources, so as to maximize the convenience for guests and make them truly feel that "Our World Is Your Playground”.
现在的消费者对于酒店的需求不仅仅是住宿，更看重整体的体验以及一系列酒店周边的出行和娱乐。因此结合城市的特殊性和文化底蕴及自身的市场定位，更加明确强化我们的品牌特色，了解宾客群体类型和出游目的非常重要。我们会保持与客人的有效沟通，不断了解更新这些信息，及时调整我们的经营，运用不同的方法做出更多创新举措，让宾客感受我们的特别之处，提供更针对性个性化的服务。另一方面联动周边娱乐设施和商场，进行资源共享，为宾客实现便利最大化，让宾客真正感受到铂尔曼品牌魅力——“我们的世界就是你的游乐场”。
T&L：What noteworthy cases of service innovation, management innovation, scientific and technological innovation within hotel industry in the past year?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列？
Mr. Depesh Seth：With consumers becoming digital savvy and affluent of generation so digitally engaged, digital and e-commerce already account for a large part of our business and it will keep growing. Hotel booking, advertising and marketing channels are majority in the form of digital direction. Some hotels have even introduced electronic products to realize room control functions and intelligent robots to replace natural services. The overall e-commerce mode is mainly cooperative alliance between business and business (B2B), and cooperative alliance between business and consumer (B2C), and digitization in hotel industry has become the trend of development. Hotels need to be ahead of the trends, combining digital technology to move forward.
随着消费者成为数字存储和数字技术化最受影响的一代人，数字化和电子化在酒店业的占比和影响也越来越大。酒店的预订，广告的投放及营销方式等都是以数字化的形式居多。甚至有的酒店已推出电子产品实现房间控制功能和智能机器人代替人工提供服务。整体的电子商务模式主要为商家与商家间的合作联盟以及商家与个人间和合作联盟，酒店行业数据化已成为发展趋势。酒店需要走在前沿，结合数字技术化向前发展。
T&L：What are the new features and changes of the cooperation between hotels and OTA?
2018年酒店与OTA的合作有哪些新的特点和变化？
Mr. Depesh Seth：The cooperation between hotels and OTAs is a trend and development direction of China's online tourism market. It has a market penetration beyond the hotel itself, a wider audience channels, help the hotel to reach more consumer groups. On the other hand, the hotel also has our own relatively booking channel and complete loyalty system, Accor Le Club, in addition to having our own reservation website and mobile APP. We hope more guests can use our direct selling platform and drive more loyal customers.酒店和OTA的合作是中国在线旅游市场的一个趋势和发展方向。它有超越酒店本身的市场渗透率，更广的受众渠道，帮助酒店触及到更多的消费人群。另一方面，酒店也有自己比较完善的会员体系，雅高乐雅会，同时拥有自己的预定网站、手机APP，我们更多的希望客人使用我们直销平台，拥有更多的忠诚性客户。
T&L：What’s the most memorable event or accomplishment of your hotel in 2018?
2018年贵酒店有哪件事情或成就令您最为难忘？
Mr. Depesh Seth：In 2018, our Hefei Accor team completed targets and expectations very well, which is an important milestone for Accor Hefei. In particular, our hotel has vast outdoor garden and beach area, and has successfully held some fascinating events, weddings, etc. 2019 will be a better drive and continuation of 2018. We tried new initiatives into this market; bringing creations that would set a new level in Hefei hospitality. We will continue to seize the market opportunity and development trend, engaging with customers all the time, seize the focus and expectation of customers, and let customers feel welcome and belonged.2018年，我们合肥雅高团队整体完成的非常出色，对于我们来说这是一个重要的里程碑。特别要提到的是，我们合肥融创雅高酒店拥有合肥酒店中少有的大型户外花园和沙滩区域，并成功举办过多场高端大型活动及婚礼庆典等。2019年会是2018年更好的延续。我们将在市场上尝试新举措，创造树立合肥市场上热忱待客的又一新水平。我们会继续抓住市场机遇和发展趋势，时刻保持与客人的互动，抓住客人关注点和期望，让客人备受关怀并感受惊喜。
T&L：What will be the focus of your hotel in 2019? Do you have any particular plans or ideas?
2019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？
Mr. Depesh Seth：In 2019, the focus of the hotel is still to maintain and expand guest loyalty program. Accor announces ALL, a disruptive and dramatic shift of its loyalty program into a fully integrated global platform integrating rewards, services, and experiences across our entire ecosystem to bring value everyday life whether you work, live or play. In terms of hardware, while creating a good accommodation experience for the guests, some restaurants are also in the upgrade plan to meet the guests' more diverse needs. In terms of service, we always focus on provide our guests high quality service and carried out innovation and creativity on the basis of last year, every guest will feel the Hefei hospitality from our Accor Hefei hotel teams and we will embrace loyalty at a new level in 2019.
2019年酒店的工作重点是大力维护并提高宾客忠诚度，雅高酒店集团也正式宣布对旗下客户忠诚计划进行颠覆性的转变，将其打造成全方位整合礼赏、服务和体验的全球平台，通过集团的整个生态系统，为宾客日常的工作、生活或娱乐增添价值。在酒店硬件方面，为宾客营造良好住宿感受的同时，部分餐厅也在升级改造计划中，以满足宾客更多样的需求。在酒店服务方面，我们一如既为宾客提供优质服务，在去年的基础上进行不断改革和创新，致力于让每位客人感受来自合肥雅高酒店团队带来的热忱待客之道，在2019年在客户忠诚度达到更高的维度。
T&L：What’s your travel plan in 2019? What’s your personal standard to choose a hotel?
2019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？
Mr. Depesh Seth：Every year, no matter how busy I am, I always take some time to travel with my family. For hotel selection, Accor hotels are definitely preferred. Sometimes, according to the actual situation, I will choose the local characteristic, with a strong history and culture, or especially positive comments on the social media. I also want to experience different services in my spare time, learn excellent and creative encounters from other hotels and share them with my team.
每一年不管多忙，都会抽出时间和家人一起出去旅行。关于选择酒店的标准，首选雅高酒店集团旗下的酒店。有时也会根据实际情况，选择当地有特色、有浓厚历史文化的、亦或网上评价特别好的，我也想借着度假之余，去体验不同的服务，从其他酒店中学习优秀案例并与我的团队分享。
