杭州索菲特西湖大酒店总经理Guido Milner先生
2008-09-02 14:49阅读：
上有天堂，下有苏杭
——杭州索菲特西湖大酒店总经理Guido
Milner先生魅力演绎湖光山色
The City of Heaven—Hangzhou
Grand Hotels Meets Guido Milner, General Manager,
Sofitel Westlake Hangzhou
Photos: by Zhu Xiaoci & Sofitel Westlake
Hangzhou
苏东坡曾在《饮湖上初晴后雨》中写道：“水光潋滟晴方好，山色空蒙雨亦奇。欲把西湖比西子，µ妆浓抹总相宜。”古人常把西湖喻为美女西施，而西湖也因此诗而名“西子湖”，由此西湖的美景可见一斑。中国人始终相信“上有天堂、下有苏杭”，表达了古往今来的人们对于这座美丽城市的由衷赞美。任多少岁月的沧桑变迁，杭州始终以其美丽的西湖山水著称于世，元朝时曾被意大利著名旅行家马可•波罗赞为“世界上最美丽华贵之城”。
夏季的天气，晴。《大酒店》一行人抱着度假的心情来到了杭州这座古老的城市，下榻在与西湖仅一步之遥的杭州索菲特西湖大酒店，当然此行的目的并不仅仅在于旅行，更重要的是采访本期“封面故事”的灵魂人物，杭州索菲特西湖大酒店的总¾理——Guido
Milner先生。这是大酒店第一次深入发掘索菲特品牌，也是我们第一次为大家展示魅力杭州的精致酒店。再过不久，索菲特就会进行品牌重新定位，成为一个全新的奢侈品牌。
走进大堂，我们惊喜地发现，酒店的大堂犹如一副浓缩西湖的»卷，大堂的灯是构思巧妙的荷花造型，总台的背景是有着古老传说的六和、雷峰和保三塔。整个酒店的装饰竟是如此浑然天成地与西湖文化相融合，让我们对接下来的采访充满期待。在与Guido
Milner先生进行交谈之前，我们先来到酒店为我们安排的客房。一进屋子，首先引起我们注意的是两封欢迎信，其中一封信更是拥有Guido
Milner先生落款的亲笔信。为了能够更好地给来自不同地方的客人留下深刻的感受，欢迎信是用六种语言写成的，分别是中文、英文、日文、韩文、法文和意大利文。这份手写的温暖让《大酒店》自然而然地感受到了Guido
Milner先生对于酒店的付出和投入。
在采访伊始，Guido
Milner先生就向我们介绍了手写欢迎信的用意：“我们想向每一位客人表示欢迎，这也是索菲特转型成为奢侈品牌的一部分。我们非常注重顾客的感性经历。手写的信是我所做的努力，因为我觉得手写体可以给人更多更有意义的感动，使客人感到他并不仅仅只是一名客人。当然，这也花费了我不少时间。”
在担任杭州索菲特西湖大酒店总经理之前，Guido
Milner先生曾在上海工作了四年，对于杭州这样一座著名的风景旅游城市，他有着自己独特的视点：“我在这里发现了不少鲜为人知的景点，也正是因为如此，那里总是很空旷，我可以站在大自然的中央，深呼吸，呼吸自己的生命。人们在那里可以忘记工作、生活上的烦恼，而纯粹的享受久违的自然所带来的美好生活。”他说得绘声绘色，“杭州是一个让一切成为可能的城市，在这里可以激发你的好奇心、动力，杭州人总是可以很好的找到生活的平衡点。自从我来了这里以后，我觉得自己的性格上都产生了不少的转变。”
诚如上文所提到的，索菲特品牌的全球性重新定位工作从去年九月份就开始了，它即将成为新晋的奢华酒店品牌，原来的紫色会被优雅的棕色代替，品牌的图案也将更新，充满法国的魅力、优雅可以说是酒店的代名词。从去年开始我们每个月都在加强重新定位后的细节。就在本月，杭州索菲特西湖大酒店将会以一个崭新的面貌呈现在世人面前。很多顾客尤其是那些长住客人，总是能够在第一时间注意到酒店的蜕变，他们说每次下榻至杭州索菲特西湖大酒店，都会有惊喜和改变，而这样的改变尤如是雅高集团进步的缩影。对于如何定义“奢华”，Guido
Milner先生向我们解释道：“奢华对我们来说就是精细的、温和的自由，还有优雅、和睦，我们用自己的身体语言、情感来实践它，目的就在于客人们能够拥有这种奢华的体验。”
当我们在酒店里穿梭的时候，不时地可以看到酒店员工面带微笑地向过往的客人用娴熟的法文问好，十分友好；用餐时，主厨也会时不时地来到客人身边介绍菜肴，但并不打扰人们用餐。这样的服务水准并不仅仅代表雅高集团，它更是彰显了索菲特奢华的气质。事实上，索菲特相对于其他国际品牌而言，最大的亮点就在于它拥有纯正的法兰西风情。作为一家奢华的酒店，杭州索菲特西湖大酒店以其餐饮、设施、具有法国品质而著称，通过酒店员工的问候、特别的装饰和设计还有那些精雕细琢的细节，我们体会到酒店内洋溢着原汁原味味纯粹的法兰西风情。Guido
Milner先生说：“我虽然是意大利人，但在我的成长过程中，深受法国文化的熏陶。我们用自己的实际行动演绎着Art de
vivre，这是甜蜜的欢迎艺术的意思，但是它在法语里的含义更为深远，有着特殊的意义，是一种力量。索菲特品牌的定位是依靠纯正的法式料理，以及不同寻常的品质成为奢华酒店中的典范。”
坐在我们面前的Guido
Milner先生年仅三十八岁，却为雅高集团工作了十三个年头，从一个初出茅庐的新人成长为总经理，说起这段从业经历，他说：“雅高伴随着我的成长，在这里我最为欣赏的就是它的公司文化、现代化、兼收并蓄、海外市场庞大、能够提供各种机会使员工能够取得事业上的成功，在这期间，我看到了自身和公司的进步。公司为社会所做的贡献是有目共睹的，而我也总是为公司的所作所为而感动，并且感受到我和公司之间存在的那种责任。不论是对于消费者而言，还是对于员工来说，雅高都是一个值得信赖和依靠的品牌。”
前不久，雅高集团刚刚庆祝完自己的四十周年庆。雅高集团旗下的品牌酒店覆盖面非常广，从商务酒店到奢华酒店，不管你处在商务旅行的过程中，还是在度过自己的悠长假期，雅高都能满足不同种类客人的所有要求，人们可以各取所需。“客人对于雅高的信任来自我们的承诺。四千家酒店让你能够享受到宾至如归的感觉，即使是在那些国际酒店品牌并不是很多的城市，你也能看到雅高的身影。”从他的言语中，我们感受到他对雅高集团的热爱溢于言表。
酒店除了提供住宿以外，餐饮也是重要的组成部分。杭州索菲特西湖大酒店拥有很强的餐饮队伍，光是“涌金阁”中餐厅，就拥有十九个风格迥异的包厢，为人们展示中国餐饮文化的精髓，如此规模实属罕见。两个露天平台作为酒店的卖点，能将西湖美景一览无遗。Guido
Milner先生说：“对于酒店而言，好的中餐厅就是酒店向世人展示的窗口。‘涌金阁’是一家成功的中餐厅，无论是它的地理位置还是厨师们的手艺。”在ART
6西餐厅处处显露着法国独特的魅力：法国葡萄酒、法国奶酪以及新鲜的法式面包。除中餐以外，杭州索菲特西湖大酒店的法式料理一样实力雄厚，在这里你可以品尝到纯正的法国甜点。随着情绪在瞬间被新鲜出炉的面包所调动，宾客们尽情享受着美味的早餐馅饼、优雅的芝士礼节以及无以伦比的葡萄酒体验。“好的料理也同样不仅仅是料理，它应该是融合了色香味的一种艺术。我们的甜点使酒店在杭州独树一帜。人们能够喜欢我们的餐饮我感到很高兴，因为这也是连接酒店和客人之间的一条纽带。和所有的意大利人一样，我热爱料理，并对美食充满了热情。只有懂得如何获取就餐过程中的乐趣，如何体会其中的感情，才能真正享受美食。”
Guido Milner先生此时的身份仿佛发生了转换，成了一位美食家。
在奥运之后，2010年的世博会将会自然而然地成为中国人心目中的重中之重，杭州作为世博会的协办城市，与上海可以说是紧密相连的。城市的发展对于酒店品牌的发展起着至关重要的作用，对如今的杭州索菲特西湖大酒店来说，它还有许多上升空间。尽管酒店市场竞争十分激烈，但不论是浙江还是杭州，都向市场敞开大门，在过去的五年里，这里的GDP翻了一番，增长速度之快令人惊艳。说到酒店今后的目标，Guido
Milner先生表现得非常有王者风范，他说：“我们努力想要成为杭州酒店业的领头羊，不想当将军的士兵不是好士兵。如果不尽自己最大的努力，那很快就会落后于他人。在今后的日子里，我们会面临很多机会和选择，但我们有信心，因为我们拥有一支实力雄厚的工作团队。”
在Guido
Milner先生的办公室里有一张中国地图，在他的眼里中国的每一座城市都有其独特的风景，而他的梦想就是有朝一日能走遍中国的千山万水，领略不同地方的别样风景，找到属于城市的灵魂。我们相信他终能实现自己的梦想，因为我们已经看到了一家成功的奢华酒店，在采访最后为《大酒店》留言的时候，他用中文写下了“上有天堂，下有苏杭”，这在受访的外籍人士中是第一次。如此用心，Guido
Milner先生定能见到自己人生中的最为绚烂的风景。
Su Shi, the great poet
and ci writer of China’s North Song Dynasty (960-1127), once
compared West Lake in Hangzhou to Xi Shi (aka Xi Zi), one of the
Four Great Beauties in ancient China, and he was not the only
ancient Chinese who made the poetic comparison. Since then, West
Lake has been otherwise known as the Xi Zi Lake. There is no
question about the timeless beauty of West Lake and Hangzhou, the
latter being extolled by the Chinese literati as an earthly
paradise which is only rivaled by Suzhou, another Chinese city best
known for the “gardens”. Just as the Chinese saying goes, “Up there
is Heaven, down here Suzhou and Hangzhou.” At the end of the
thirteenth century, Marco Polo, the famous Venetian traveler,
described Hangzhou as “the City of Heaven, the most beautiful and
magnificent in the world”.
We paid a casual visit to the city of Hangzhou on a
clear summer day, not for vacationing, but for serious business. We
were going to interview Mr. Guido Milner, general manager of
Sofitel Hangzhou Westlake, ideally located on the lake’s banks,
where we would stay and soul of this issue’s Cover, and to explore
Sofitel, a brand in the process of market repositioning, in what is
our very first coverage of luxury hotels in Hangzhou.
From the first moment we arrived in Hangzhou’s
Central train station, the way we were welcomed by the Sofitel’s
concierge and escorted to the limousine already made us feel that
an out of common experience was awaiting for us. This was further
confirmed upon arrival in the lobby where we felt impressed by the
particularly refined and elegant Westlake’s scenery references. We
were then ushered into our rooms, where two greeting letters
instantly aroused our interest. The letters, one of which written
by the general manager himself, deliver the same welcome message in
Chinese, English, Japanese, Korean, French and Italian to impress
travelers from different corners of the world, and beautiful
handwriting shows the general manager’s hospitality and dedication
in a very personal manner.
Finally we met him, Guido Milner, who opened the
conversation with the aforementioned letter, “It is meant to make
our guests feel welcomed, which is part of Sofitel Luxury Hotels’
strategic plan to elevate the brand into the premium-end of the
international luxury hotel market. We think personalization is
vital, so amongst other thoughtful touches, we do welcome our
guests with handwritten welcome notes.” Anyone who reads the letter
will sure to be moved, feeling he or she is treated more than just
a guest.
Guido had spent four years in Shanghai before he was
appointed general manager of Sofitel Hangzhou Westlake. Talking
about Hangzhou, one of the well-known tourist destinations in
China, he observed, “The harmony and beauty of the southern part of
Westlake especially is an absolute alcove of hidden treasures not
known by tourists and it is just fantastic to touch nature in that
way in China.” He went on in a lively tone, “In Hangzhou, anything
is possible. This city arouses your curiosity, and drives you
forward. People in Hangzhou can always keep their lives balanced. I
find myself overwhelmed since I came here.”
Just as mentioned earlier, Sofitel is in the process
of market repositioning, which began last September in Sofitel
properties around the globe. The brand aims to become a new global
reference in international luxury hotels. The quintessential
Sofitel Luxury Hotels, synonymous with exclusivity, elegance and
French Touch, include Sofitel Hangzhou Westlake which has been
unveiling new luxury details every month since last year. Guests,
especially the repeat ones, are always the first to notice the
improvements. Many share their experiences with Sofitel Hangzhou
Westlake, and every time they are able to spot something surprising
and delightful, which epitomizes progress the hotel has made. When
asked how to define “luxury”, Guido elaborated, “To us luxury is a
subtle blend of exclusivity, freedom, “plaisir” and elegance; it
also means a feeling where harmony and our five senses are combined
for a magical, unforgettable and inspiring experience. In other
words we endeavor to create a place where Life is Magnifique!
”
At the lobby, friendly staffs greet guests who pass
them by with “bonjour madame” or “bonjour monsieur”, their faces
glowing with smile. In restaurants and bars, chefs sometimes come
up to the diners and start to introduce food specialties, but they
never go too far as to annoy the guests. These were common scenes
when we were showed around the hotel. Such high level of service is
not only exemplary in ACCOR, but well defines Sofitel. In fact,
what makes Sofitel distinctive is the brand’s French touch (esprit,
allure et caractère), to which French greetings, French-accent
decorations and iconic objects of French art & design
contribute, and French flair in the obsession for quality. Sofitel
Luxury Hotels’ vision is to be the benchmark in the luxury
hospitality, renowned as the authority in F&B, and known for
its French-inspired exceptional quality. “I was born in Venice,
Italy and brought up in an international environment, but the
French influences on me are strong. We at Sofitel are the
re-inventors of French Hôtellerie “Art de Recevoir” which means
literally the Art of Welcoming, but the French know how to generate
a special atmosphere and ritual around it. It is unique, with a
sense of style and authentic Art de Vivre. Guests come to us for
the exclusive French rituals of food and wine, and exceptional
service that characterize Sofitel,” Guido observed.
From novice to general manager, the 38-year-old
seated before us has been working with Accor for almost thirteen
years. He said, “Indeed I have grown with Accor, and what I enjoy
the most is its modernity, its respect for diversity and ethics,
its wing spanning over the world and the subsequent opportunities
the group offers. We have both made progress. Accor’s contributions
to society are known to all, touching me and bringing me to the
realization of the bond between the group and myself. To customers
and staff, Accor is reliable and trustworthy.” Accor just
celebrated its 40-year anniversary in November last year. Its
widespread customer offer in terms of brands spectrum from economy
to luxury sectors and varied activities definitely creates a panel
of choices where every customer segment, whether leisure traveler
or corporate business man, can find the answers to his needs.
“Customers trust Accor because of our commitment to the
home-away-from-home experience in any of its more than 4000
properties spread throughout the world. You can find an Accor
property even in a city where the availability of international
hotels is limited.” His attachment to Accor can’t be
clearer.
Food and beverages is an indispensible part of hotel
accommodations. Sofitel Hangzhou Westlake features a variety of
dining options and innovation-conscious kitchen staff as well as
two unique terraces with exceptional and breathtaking views over
the romantic lake as their key selling points. Offering the finest
Hangzhou and Cantonese cuisine in town, Yong Jin Ge Chinese
Restaurant has as many as 19 private dining rooms. According to the
general manager, “A good Chinese restaurant serves as a window with
which hotels in China showcase their culinary expertise. The
delicious offerings of Yong Jin Ge and spectacular views of West
Lake complement each other very well. It is extremely popular among
guests.” On the international side, their brand new addition, the
ART 6 international and elegant restaurant, delights your palates
with the unique and seductive array of French rituals: wine,
cheese, pastries and bread fresh from the oven amongst others.
“Cooking is an art of color, aroma taste and lifestyle. Our
pastries make us famous here in Hangzhou, and people just love
them. I am very happy because food connects a hotel and its guests
through the stories we tell them. I share the Italian’s passion for
food. He who finds the whole dining process delightful and who
understands the pleasure in food enjoys food to the full,” said
Guido in the tone of a connoisseur.
It is without doubt that the biggest event in China
after the Beijing Olympics is Shanghai Expo in 2010. The tie
between Shanghai and Hangzhou, one of the co-hosts, is close. As a
city’s prosperity is instrumental in the development of a hotel,
Sofitel Hangzhou Westlake looks to maximizing its market share in
the future despite the fierce competitions in the marketplace. The
market is open, in Hangzhou as well as Zhejiang province, both
having witnessed a double digit GDP pike over the past five years.
The general manager looks forward to the future success like a real
commander-in-chief, “We are working relentlessly towards being No.
1 around town”. They say he is a bad soldier who doesn’t dream of
becoming a general, and you’ll soon be lagging behind if you don’t
try your best. “We’re very proud to have a highly capable and
motivated team who will lend us confidence to face the
opportunities, challenges and choices in the years to
come.”
Standing before the map of China in his office,
Guido Milner thinks every Chinese city is unique in itself. He
dreams of traveling around China someday, to explore various places
and touch the soul of each city. We believe his dream will surely
come true, since he has shown us the soul of the luxury Sofitel
Hangzhou Westlake. At last, he did something no expatriate
interviewed by us had done before; he wrote down in Chinese “shang
you tian tang, xia you su hang”, meaning “In heaven there is
paradise, on earth Suzhou and Hangzhou”. We appreciate the
deliberation, and believe Guido Milner would meet the most
spectacular scenery in life, sooner or later.
