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Specializing in personalized service
By Logan Smith |
September 19, 2012, Wednesday
|
Print Edition
Print Edition
AS part of Shanghai's role as a global financial hub and business center, MICE has become a key market for upscale hotels in the city. Shanghai Marriott Changfeng Park is no exception.
Location, provision of amenities and service, customized to suit the requirements of specific people and events, as well as a comfortable environment all matter in attracting MICE business, says Rauf Malik, general manager of Shanghai Marriott Changfeng Park.
Besides the importance of its location where the nearby river and park provide the area with an almost resort-like feel, Malik emphasizes the idea of "comfort foods."
"I grew up in a diplomatic family and have been traveled all around the world," he says. "And I have different comfort foods. Even within China, people who come from Beijing, Guangzhou and Shanghai would like to have their own different comfort foods which hit their spot."
The idea is that, through high-quality restaurants and chefs from all over the world, Marriott Changfeng Park will be able to accommodate guests from anywhere in the world by providing them with cuisine that makes them feel comfortable and satisfied. This is central to his philosophy of personalized service and suiting needs wherever possible.
Though the hotel's list of amenities for guests is impressive, whether they are families, business travelers or event attendees, it's this personalized service, Malik maintains, that makes Marriott Changfeng Park stand out.
He describes an event in which a company was looking to provide a unique experience for 1,000 attendees. While the hotel's own ballroom can hold more than 500 people, this number far exceeded what could be done on-site. Moreover, the event was being held in the winter months - not very suitable to outdoor dining.
High-standard service
Unfazed, Malik and his associates decided to take advantage of the nearby park. By arranging the proper details and erecting temporary structures, a dining hall was fashioned to house the event. Transportation was also arranged to help guests avoid the wet and cold weather.
"By the end of the event people were even saying, 'Is it a little hot here?'" Malik laughs. "Sometimes you really need to put yourself in their shoes."
He insists this event is only an example of their track record. If the hotel doesn't have something on-site, then they will find out who does and bring guests to it.
"Like video conference equipment," suggests Malik. "We don't have it here. But we have a company we can call that will bring it in for your event. We can provide anything."
"People make the difference," he responds when asked how his hotel manages to maintain such a high standard of service.
Demonstrating this point is a man named Simon. Malik says that a client once referred to Simon as "the soul of the hotel." For good reason, apparently. Whether its an American family staying for a few days or a businesswoman from Beijing looking for an event between meetings, Simon knows what to recommend. He might suggest a trip to the nearby aquarium or some go-karting for the kids, or he may list some local events or describe how to reach the best views of the Bund. Simon's attitude and willingness to help are carried through the rest of the associates. Those things are important to the experience at the hotel, and its what Malik looks for in his associates.
"A job can be taught," he says. He details how the Marriott network helps train people and find positions that help them grow. They're "a little like family," he says.
"Anyone can provide amenities. We want to make people comfortable," Malik says.
Location, provision of amenities and service, customized to suit the requirements of specific people and events, as well as a comfortable environment all matter in attracting MICE business, says Rauf Malik, general manager of Shanghai Marriott Changfeng Park.
Besides the importance of its location where the nearby river and park provide the area with an almost resort-like feel, Malik emphasizes the idea of "comfort foods."
"I grew up in a diplomatic family and have been traveled all around the world," he says. "And I have different comfort foods. Even within China, people who come from Beijing, Guangzhou and Shanghai would like to have their own different comfort foods which hit their spot."
The idea is that, through high-quality restaurants and chefs from all over the world, Marriott Changfeng Park will be able to accommodate guests from anywhere in the world by providing them with cuisine that makes them feel comfortable and satisfied. This is central to his philosophy of personalized service and suiting needs wherever possible.
Though the hotel's list of amenities for guests is impressive, whether they are families, business travelers or event attendees, it's this personalized service, Malik maintains, that makes Marriott Changfeng Park stand out.
He describes an event in which a company was looking to provide a unique experience for 1,000 attendees. While the hotel's own ballroom can hold more than 500 people, this number far exceeded what could be done on-site. Moreover, the event was being held in the winter months - not very suitable to outdoor dining.
High-standard service
Unfazed, Malik and his associates decided to take advantage of the nearby park. By arranging the proper details and erecting temporary structures, a dining hall was fashioned to house the event. Transportation was also arranged to help guests avoid the wet and cold weather.
"By the end of the event people were even saying, 'Is it a little hot here?'" Malik laughs. "Sometimes you really need to put yourself in their shoes."
He insists this event is only an example of their track record. If the hotel doesn't have something on-site, then they will find out who does and bring guests to it.
"Like video conference equipment," suggests Malik. "We don't have it here. But we have a company we can call that will bring it in for your event. We can provide anything."
"People make the difference," he responds when asked how his hotel manages to maintain such a high standard of service.
Demonstrating this point is a man named Simon. Malik says that a client once referred to Simon as "the soul of the hotel." For good reason, apparently. Whether its an American family staying for a few days or a businesswoman from Beijing looking for an event between meetings, Simon knows what to recommend. He might suggest a trip to the nearby aquarium or some go-karting for the kids, or he may list some local events or describe how to reach the best views of the Bund. Simon's attitude and willingness to help are carried through the rest of the associates. Those things are important to the experience at the hotel, and its what Malik looks for in his associates.
"A job can be taught," he says. He details how the Marriott network helps train people and find positions that help them grow. They're "a little like family," he says.
"Anyone can provide amenities. We want to make people comfortable," Malik says.
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