Tourism
A General Manager's Eye View
I remember speaking to Christian Metzner soon after he had taken over as GM of the Astor. He told me at the time he was really excited about his new job, as he really likes the hotel and was anxious to make his mark. He confirmed that he is still enthusiastic about the job and told me what in particular is special for him. "There are many wonderful features at this hotel, for instance in 1996 it became the only luxury hotel in China classified as a national historical monument. I also like the many original features that still exist, such as in the lobby there is an original carved wooden staircase and aged polished wooden floors. Other interesting features include the 1924 OTIS cage elevator and a 1920s telephone which have been restored, and archival photographs of famous guests are hung on the walls".
Anyone who chooses to stay at the hotel must be of a particular type, surely many history enthusiasts would be attracted. However Christian says that although they have many diverse guests they all have the same thing in common, that is travellers who are seeking an authentic experience that can deliver a lasting memory. Their guests are global explorers, businessmen and women and also families and young couples on vacation who crave a different experience.
It must be quite an exciting time to be involved with the hotel now and everyone is busy preparing for the 150 years' anniversary celebration. Christian said "This celebration underlines The Astor's peerless heritage as an eye-witness to China's and Tianjin's history. The Astor was a hub of society and it has many "firsts", for instance, it was the first hotel in China with a telephone and the first building in China to install an elevator and switch on an electric light. In Tianjin, it was the first establishment with both running water and central heating. I am very much honored and proud to have the opportunity to be part of such an important celebration, which will truly go into the history books of our hotel and those of Tianjin. Who knows, perhaps in 150 Years from now, the future hotel team of will go through the hotel's archives and will remember our 150 Years' Birthday Celebration in 2013".
What about the celebration itself, what has been lined up? Christian was happy to share their preparations with us - actually they are quite exciting and another "first". He told us "As part of our 150 Years' Anniversary we will release in the middle of next month our own TV Documentary. During the last year, together with CCTV we have captured the history of our hotel on tape, which we are going to release on the 19th July 2013. People in China will get a unique access into our hotel and Tianjin history.
Besides the TV Documentary we will host several other celebration events. On the 19th July 2013 we will have our official birthday event in our hotel. The team has created an evening full of entertainment, excellent service and culinary highlights. On July 20th 2013 we will host the first "Jazz on The River" event in Tianjin which will take place in front of our hotel on the hotel's own boat pier. Besides this we will host more and more events in the last quarter of 2013".
I asked him what the best thing about his hotel is and he said "I really enjoy having the opportunity to offer guests an experience beyond what a normal branded luxury hotel can offer. Guests wishing to experience the heritage of the hotel can choose for example the historical Astor Wing while guests who prefer more of a contemporary luxury experience are at the right place in our Hai He River Wing". Like I said, two hotels for the price of one.
The last thing he had to say was this "During the last 150 Years the hotel has seen many events and welcomed famous visitors. Today we can welcome visitors from far away whose family history started at the Astor Hotel Tianjin". The Astor has proved that it can withstand the test of time and it completes Tianjin's historical map.
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| Dedicated to Helping Others – Bob Wang (王) |
Mr. Wang, Chief Concierge, is usually the first and last person I see when I stay at the Astor Hotel in Tianjin. I can always count on a smile and a happy greeting. It is fitting to feature him in an interview for the upcoming 150th anniversary of the Astor Hotel. Mr. Wang has dedicated almost 20 years of service to the Astor and last year was awarded the prestigious Golden Key Award by the hotel tourism industry.
Jin: Mr. Wang, please tell us some of your personal information.
Bob: I am 40 and born in LaiZhou, Shandong province, married and one daughter aged 9 who is studying English and dance.
Jin: How long have you been with the Astor and what positions have you held?
Bob: I started at the Astor in 1994 as a waiter and then promoted to the Western restaurant then to the bar. In 2000, I held positions with the Union and Human Resources and presently I am the Chief Concierge.
Jin: The Astor is celebrating its 150th anniversary next month. Why do you think the Astor has been so successful and continue to operate?
Bob: The Astor has been able to receive continuous support from the Tianjin Tourist Group throughout its history. The Astor has a very consistent reputation and the employees are dedicated and receive excellent training.
Jin: Who are some of the famous guests that have stayed at the Astor during your last 19 years?
Bob: There have been many but two that come to mind is DENG Ya Ping, the Ping Pong champion and TONG Jian Hua, the Chief Representative of Hong Kong SAR and also Mr. Brown, Prime Minister of Britain.
Jin: What are some of your most memorable moments at Astor?
Bob: In addition to meeting the people mentioned, I think the most memorable event was in 2009 when Astor became part of the Starwood International system.
Jin: You have a great smile every time I see you. What happens when you are in a bad mood?
Bob: When I put on my black uniform and my Golden Key badges, I forget about all my personal problems and become a new person. I concentrate on serving the guests. It's like a movie actor in a film.
Jin: You are so busy and have so many responsibilities, how do you organize your day and not forget what needs to be done?
Bob: It's the small things that are important to the guests so I want to make sure their expectations are met. I usually enter lists into my cell phone and check them before going off duty. I also rely on colleagues, so good communication is also important.
Jin: What do you like to do in your spare time and where have you been on your holidays? What is the best hotel where you have stayed?
Bob: During my working hours, I dedicate my service to Astor guests, so when I am at home, I think I should extend my service to my wife and daughter. I like to cook for them when I am home and I like singing. We have spent a holiday in Qingdao and my favorite hotel was the Starwood Le Meridian.
Jin: What are your future goals?
Bob: Provide my best service to the Tianjin Tourist Group, maintain my Golden Key designation (there are annual standards to be maintained in order for the holder to retain the award) and finally provide the best service to Astor guests.
