Globetrotter sees it customers' way
By Yao Minji |
May 31, 2012, Thursday
|
Print Edition
Print Edition
OAKWOOD Residence Hangzhou General Manager Brian B Connelly considers himself lucky because he always seems to find himself in the right place at the right time.
The American moved to Hong Kong in 1997, right before the grand handover ceremony on July 1, when he witnessed the turning point of a city. He was on a business trip in Macao on December 20, 1999, the day of the handover there.
Then in January, he relocated to Hangzhou to work as general manager at Oakwood, not long after West Lake was named a World Heritage Cultural Landscape by the United Nations Educational, Scientific and Cultural Organization.
"I have just got here, but I've already enjoyed the city so much. It's very different from other Chinese cities I've been to - like Hong Kong or Shenzhen - which are more economy-focused. Hangzhou is a tourist city and is beautiful," Connelly tells Shanghai Daily.
"We are the only international serviced apartments in the city, so we have no competition, but that doesn't stop us from challenging ourselves, which is also a lot of fun."
Connelly specializes in quality and productivity. This can involve re-engineering corporate structures, sales and marketing campaigns and customer and employee satisfaction programs.
Since taking up his position at Oakwood Residence, which opened in 2008, Connelly has introduced adjustments and improvements to everything from security to decor and gym facilities.
He sees long-term clients - nearly half of all occupancy - an important difference from hotels, and a crucial factor to be considered. Connelly has started regular activities, such as cycling around the city, short trips to nearby cities, cooking classes and wine tasting events, so that long-term guests have many leisure options.
"It's very important for me to think from the customer's point of view in order to offer them our best and most appropriate services," Connelly says.
"A great aspect of my job is that I've traveled and stayed in many different places, so I know what it's like and what you need when you visit a place that is completely different from the culture you grew up in."
"I also know what is desired when you are relocated to a place that is so different and plan to stay for a while."
Connelly has worked in the hospitality industry with various international hotel and resort brands for more than 35 years. Starting out in his native United States, he has spent a considerable amount of time in the Middle East and Asia.
Adept at adapting to diverse cultures and locations, Connelly's rich experience and flexibility show through in his personality.
When engaged in conversation, Connelly creates a relaxed and cheerful atmosphere, encouraging everyone to contribute their viewpoint.
He is not only good at keeping guests happy, but also is keen to ensure that staff enjoy working with him.
"It is important to keep employees happy because they will pass on such happiness to our guests and make this a great environment," he says.
The well-traveled Connelly is something of a connoisseur of food and drink from around the world and has sought to bring some of this knowledge to the Oakwood Residence menus.
One of his first initiatives in the job was to revamp the menus to feature more varieties of meat and a more diverse selection of wine.
"My target is to become the best steak house in the city. It will become the house that when someone wants good steak, they think of us," Connelly predicts.
Oakwood Residence Hangzhou is offering a Hangzhou Gateway Package valid until December 31, excluding all public holidays. The package costs 1,888 yuan (US$297) net for two nights stay in a Studio Deluxe including: ? Two buffet breakfasts on daily basis.? Free Internet.? Complimentary use of fitness center and swimming pool.? Free parking.? 15 percent discount at two property restaurants on food and beverages excluding room service and cigarettes.? 15 percent discount on laundry and drying cleaning.? Late check-out to 3pm subject to availability.? Upgrade to One Bedroom by paying extra 200 yuan per day.
Hotel GM Brian B Connelly is keen on building the best steak house in Hangzhou at Oakwood Residence. The restaurant's new menu includes more options of steak as well as a more diversified wine collection.
2012 ~ present: General manager of Oakwood Residence Hangzhou
2009 ~ 2012:General manager of Oakwood Premier Manila
2008 ~ 2009: General manager of Fairmont Hotels and Resorts, Cairo
2007 ~ 2008: Regional general manager of InterContinental Hotel Group, Thailand and China
2006 ~ 2007: General manager of InterContinental Shenzhen
The American moved to Hong Kong in 1997, right before the grand handover ceremony on July 1, when he witnessed the turning point of a city. He was on a business trip in Macao on December 20, 1999, the day of the handover there.
Then in January, he relocated to Hangzhou to work as general manager at Oakwood, not long after West Lake was named a World Heritage Cultural Landscape by the United Nations Educational, Scientific and Cultural Organization.
"I have just got here, but I've already enjoyed the city so much. It's very different from other Chinese cities I've been to - like Hong Kong or Shenzhen - which are more economy-focused. Hangzhou is a tourist city and is beautiful," Connelly tells Shanghai Daily.
"We are the only international serviced apartments in the city, so we have no competition, but that doesn't stop us from challenging ourselves, which is also a lot of fun."
Connelly specializes in quality and productivity. This can involve re-engineering corporate structures, sales and marketing campaigns and customer and employee satisfaction programs.
Since taking up his position at Oakwood Residence, which opened in 2008, Connelly has introduced adjustments and improvements to everything from security to decor and gym facilities.
He sees long-term clients - nearly half of all occupancy - an important difference from hotels, and a crucial factor to be considered. Connelly has started regular activities, such as cycling around the city, short trips to nearby cities, cooking classes and wine tasting events, so that long-term guests have many leisure options.
"It's very important for me to think from the customer's point of view in order to offer them our best and most appropriate services," Connelly says.
"A great aspect of my job is that I've traveled and stayed in many different places, so I know what it's like and what you need when you visit a place that is completely different from the culture you grew up in."
"I also know what is desired when you are relocated to a place that is so different and plan to stay for a while."
Connelly has worked in the hospitality industry with various international hotel and resort brands for more than 35 years. Starting out in his native United States, he has spent a considerable amount of time in the Middle East and Asia.
Adept at adapting to diverse cultures and locations, Connelly's rich experience and flexibility show through in his personality.
When engaged in conversation, Connelly creates a relaxed and cheerful atmosphere, encouraging everyone to contribute their viewpoint.
He is not only good at keeping guests happy, but also is keen to ensure that staff enjoy working with him.
"It is important to keep employees happy because they will pass on such happiness to our guests and make this a great environment," he says.
The well-traveled Connelly is something of a connoisseur of food and drink from around the world and has sought to bring some of this knowledge to the Oakwood Residence menus.
One of his first initiatives in the job was to revamp the menus to feature more varieties of meat and a more diverse selection of wine.
"My target is to become the best steak house in the city. It will become the house that when someone wants good steak, they think of us," Connelly predicts.
Oakwood Residence Hangzhou is offering a Hangzhou Gateway Package valid until December 31, excluding all public holidays. The package costs 1,888 yuan (US$297) net for two nights stay in a Studio Deluxe including: ? Two buffet breakfasts on daily basis.? Free Internet.? Complimentary use of fitness center and swimming pool.? Free parking.? 15 percent discount at two property restaurants on food and beverages excluding room service and cigarettes.? 15 percent discount on laundry and drying cleaning.? Late check-out to 3pm subject to availability.? Upgrade to One Bedroom by paying extra 200 yuan per day.
Hotel GM Brian B Connelly is keen on building the best steak house in Hangzhou at Oakwood Residence. The restaurant's new menu includes more options of steak as well as a more diversified wine collection.
2012 ~ present: General manager of Oakwood Residence Hangzhou
2009 ~ 2012:General manager of Oakwood Premier Manila
2008 ~ 2009: General manager of Fairmont Hotels and Resorts, Cairo
2007 ~ 2008: Regional general manager of InterContinental Hotel Group, Thailand and China
2006 ~ 2007: General manager of InterContinental Shenzhen
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