Mike CHIN has been with Ascott since 2004 and currently manages and operates five Ascott properties in Guangzhou. Ascott IFC Guangzhou will be turning five in 2017 and is planning a series of community activities to enrich the lives of its guests in celebration. In today’s interview, DB uses the opportunity to find out why the hotel is highly regarded by its customers and how Ascott stays at the top of the league despite the ever-changing nature of the hotel industry.
DB: 您认为是什么让广州国际金融中心雅诗阁服务公寓备受赞誉？In your opinion, what is it that makes Ascott IFC Guangzhou an award-winning hotel?
Ascott IFC Guangzhou has received multiple recognitions from the industry and customers since its opening, which I believe can be attributed to constantly improving services and facilities as well as our continued efforts to improve our community culture.
Located in the central part of Zhujiang New Town, the residence is home to Fortune 500 multinational companies, foreign consulates and a wide variety of entertainment options such as restaurants and shopping malls. Prime location coupled with convenient living conditions allow all residents to feel at home. This allows them to find a private space among the concrete forest.
After a busy day at work, residents can enjoy complete relaxation here. They can either stay at home to enjoy family time, sweat it out in the gym and swimming pool or participate in our activities for residents with their friends. They will feel natural and comfortable taking part in these activities. Many customers regard Ascott as their second home because this is the place where they can truly relax after a day at work.
Not only do residents enjoy convenient living conditions, they also enjoy the community culture. Instead of developing community concepts by operators, we will invite residents to come up with ideas to create a diverse and more inclusive community culture, enabling residents from all over the world to experience home’s warmth here. All in all, our winning formula is constantly improving to cater to guests demand and creating the Home away from Home environment for our guests.
2016年China Hotel starlight award ，Best Serviced Apartments of China.
2016年Booking.com，guest review awards.
2017年Trip Advisor，certificate of excellence.
DB: 你觉得您在工作中最有收获的是什么？ What is the most rewarding aspect of your job?
As a city manager, I regard myself as the caretaker of big Ascott Family in Guangzhou, managing some 600 long-staying guests and over 300 employees. On one hand, I need to ensure residents receive the most considerate services and care. We have five properties in Guangzhou. I strive for my residents to experience the same level of comfort and warmth across all brands. On the other hand, as market competition is heating up, we need to maintain our best condition to meet ever-changing market needs. These five properties in Guangzhou belong to five different owners and we hope to keep up our end of the promise by delivering a satisfactory result. The most rewarding aspect of my job is that both my guests and company are happy!
DB:众所周知，现在酒店行业发展速度迅速。请问您能告诉我们是如何应对这样的发展趋势、以及未来有些怎样的发展计划吗？The hotel industry is known for being fast-changing. Can you tell us what upcoming developments you have planned and how you adapt to changing trends?
We will spend 5% of our revenue to renovate and upgrade facilities of Ascott IFC Guangzhou each year. By maintaining and upgrading facilities, we also hope to bring some surprises to residents. Maintaining competitiveness needs huge investment and we are prepared to do so.
With the growing and constantly changing serviced residence market, not only do we need to upgrade facilities but we must also improve our employees’ services. We do that by conducting internal sharing on residents’ feedback to evaluate their actual needs, on top of the monthly 40-hour employee training.
我们即将在今年九月正式推出Ascott Community概念的 2.0版本，通过住户的反馈，我们发现用传统的运营方来搭建公寓社区的理念已经不能够满足于我们的住客需求了。其实生活在这里的许多住客他们都非常热情积极的会去组织一些住客活动，而这些由住客主动来出谋划策的活动，不但丰富了社区文化也令社区文化更加多元化，包容性更强。
We are set to launch Ascott Community 2.0 in September. Through the feedbacks by our residents, we have found that developing community concepts by operators can no longer meet residents’ demand. Residents here actively organize activities for the community, aiming to build a more culturally diversified and inclusive community.
DB: “奢侈”这个词经常被用来形容雅诗阁。想请问奢侈对您来说意味着什么？你们是怎么做到“奢侈的”？ The word “luxury” is frequently used to describe the Ascott franchise. What does luxury mean to you and how is it achieved?
In our view, a true luxury is not only reflected in the abundance of facilities and hardware but also in lifestyle. A self-defined lifestyle, which is not constrained by the limitations of space and where one can find relief from stress and pressure of work and also meet friends with common interest can also be regarded as a small luxury in our life. We hold various activities for residents each month to inject some joy in their busy lives. It gives them the opportunities to interact with each other and to allow for seamless and less painful integration into a new environment. Residents regard such time as one that gives the most luxurious experience and memories.
DB: 雅诗阁一直提倡“家”的概念，雅诗阁社区也将更新到2.0版本。对此，您能向我们介绍多一点吗？ Ascott has always advocated the concept of home and Ascott Community will soon be updated to Ascott Community 2.0. Can you tell us a little more about this?
Ascott has always advocated the concept of home because all small families make up our big family in Ascott. Every resident and employee is a part of the big family and everyone works together to make this a better living community.
从传统单纯由物业“给予”的社区概念，到现在我们即将推出的Ascott Community概念的 2.0版本，我们将“给予”转化为“参与”，让客人真的能够参与到社区的构建中。雅诗阁用自己品牌提供的独有生活方式，将自己打造为承接“居住+生活”的平台。广州国际金融中心雅诗阁服务公寓作为Ascott Community概念的试点物业，以五周年庆典为契机，将正式推出Ascott Community概念的2.0版本。
Instead of the traditional modus operandi of offering community concepts, we are scheduled to launch Ascott Community 2.0, which enables all guests to participate in community building. By offering an exclusive lifestyle, Ascott is turned into an “accommodation and lifestyle” platform. In conjunction with Ascott IFC Guangzhou fifth anniversary, we will officially launch Ascott Community 2.0 with Ascott IFC Guangzhou as a test bed.
DB: 今年，广州国际金融中心雅诗阁服务公寓将要踏入五周年。请问您和你们的住户会怎样庆祝？DB: This year, Ascott IFC Guangzhou will be turning five. How will you and your guests be celebrating?
For residents, we hope to provide a better and more comfortable living environment. On top of the upgrade in hardware and facilities, we will introduce a new living experience through Ascott Community 2.0. We will also prepare a little surprise for our residents to express our gratitude towards their support over the years. We will not disclose the gift for the time being so that all can look forward to the huge surprise!