上海世茂皇家艾美酒店作为浦西之巅，，酒店窗外的浦江美景及上海地平线皆可尽收眼底，也因此吸引了海内外的摄影家来此取景。值得一提的是，我们在此特别采访了酒店总经理詹杰明先生，他为人风趣幽默又亲切和蔼，这不仅因为他来自德国，而且因为他拥有多年酒店行业从业经验。
Above the popular People’s Square is where we found ourselves, while interviewing the General Manager of Le Royal Meridien Shanghai. The view from this building is one of the best in Shanghai, and is often sought after by many photographers for pictures of the amazing cityscape. An afternoon getting to know GM Benjamin Zahn was pleasant and interesting because not only is he from Germany, but he also has a diverse career in the hotel industry.
1997年，詹杰明总经理开启了自己的职业生涯，第一份工作是在德国海德尔堡皇冠假日酒店餐饮部工作，迄今为止他已经在酒店行业工作了20年。自19岁独立以来，他把自己在家受到的良好教养运用到工作中来对待每一位酒店客人。他以母亲曾经教导的方式-以积极的行动来改变客人的入住体验。自职业生涯开始，詹杰明先生在酒店业一直工作努力，这也使得他拥有能去往不同城市酒店工作的机会，同时也将其事业推向高峰，这其中包括2005年工作于迪拜，2008年工作于北京以及2014年至今在就职于上海。
He started a job in the F&B department at the Heidelberg, Germany Crowne Plaza in 1997, which makes this year his 20-year anniversary in the hotel industry. Being independent since 19 years old, he shared how he found a home in the hospitality industry because of his love of learning cultures and responsibility for servcing guests. He developed a passion in changing people’s lives with his positive service actions that his mother developed in him. His career took off after his hard work in Germany, where he had the opportunities to work in amazing cities at peak times. Including: Dubai in 2005, Beijing in 2008, Malaysia in 2012, and now Shanghai since 2014.
詹杰明总经理告诉我们，2016年上海世茂皇家艾美酒店最激动人心的一件事便是位于酒店64-66楼的沪吧盛装开幕，这是全酒店上下所有员工齐心协力的结果，沪吧的三层分别代表上海的过去（65楼），现在（64楼）和将来（66楼），在那里你不仅可以感受到老上海19世纪的美酒佳酿威士忌，现场烹饪传统上海的街头美食，而且能在沪工坊拥有劳逸结合的轻松工作和会议氛围，通过愉悦人心的工作环境来激发更多创造性灵感，亦可在引领城市年轻潮流的夜吧感受上海的摩登时尚。非常幸运的是，我们在沪吧不仅能回顾过去，而且还能感受到上海飞速发展的进程与辉煌。
An exciting addition of Le Meridien in 2016, Mr.Zahn described to us, is on the 64th, 65th, and 66th floors of the hotel, it’s called the Hu Bar and Lounge. With strong collaboration from the management team， they were able to create this new Shanghai night life destination. It was built in three stories to reflect the past (65th floor) and present (66th floor), plus a penthouse-inspired event space (64th floor). Where the past is the classic whiskey bar and Shanghai streets, and the present is a modern and spacey nightclub. We were lucky to go up in daytime hours to catch the cityscape, but will have to come back at night to see the city lights.
詹杰明总经理还告诉我们法国品牌酒店所拥有的独特特性便是不同城市酒店拥有专属于自己城市口味的手指泡芙，而代表上海特色的手指泡芙便是橙香八角口味。这也是艾美品牌带你探索目的地的重要组成部分之一，上海世茂皇家艾美酒店通过发现美食，文化和目的地来探索上海这座繁华大都市。
Mr. Zahn also educated us on a unique feature of the French heritage of the hotel brand including initiatives such as the éclair pastry, sparkling champagne, and elevator music inspired by the French lifestyle. Having said that, all these initiatives are all infused with a local twist. For example, they have a special flavored éclair for each location, so the Shanghai’s éclair has an orange zest for a vibrant taste just like the city. This is a part of their brand culture of un-locking the destination for the guests; using cuisine, culture, and coordinates.
最后，关于服务性行业的培训技巧，詹总热衷于为酒店员工提供各类处理技巧培训。对于他而言，时刻读懂客人的需求，并提供适时的帮助是非常重要的。他还认为比起课堂上所学的书本知识，实际经验更重要，因此，酒店管理层会向年轻的新员工分享自己的亲身经历，以此让他们深有体会的为酒店宾客们创造第二个温暖的家。上海世茂皇家艾美酒店提升自身服务从了解客户开始，通过所拥有的客户资料了解其入住的爱好，以最好的服务满足宾客所需。
Regarding training skills with hospitality, Mr. Zahn’s passion in dealing and interacting with people helps him in educating the hotels’ staff. Knowing how to read guests and providing them the right service is very important to him. But he thinks hospitality is more about experience, than what you learn in a classroom. That’s why they have management to teach the younger line staff by sharing their real life experiences, to really engage them on why soft skills are so important and so the staff can create a second home for the guests. One way Le Meridien excels in service is with their members, because they already have online profiles that provide their preferences while staying, which makes sure their wants & needs are being fully served.
特约记者：Kelsi
