Intuitive and Caring Service 直观与贴心的服务 为客人创造美好的回忆

Intuitive and Caring Service 

Creating beautiful memories for customers

直观与贴心的服务

为客人创造美好的回忆

Interview with 

Michael Xu

City General Manager of

Fraser Place Tianjin

专访辉盛国际天津城市总经理许斌先生

We recently had the privilege of speaking to Michael Xu, City General Manager of Fraser Place Tianjin to learn more about these stylish serviced apartments.

How has Fraser Place Tianjin overcome the challenges of the pandemic period?

Last year was a difficult year. With COVID-19 spreading across the world, and the impact on all walks of life, we also lost some long-stay business. But I’m grateful that in the meantime, our operation teams are working tirelessly to ensure that our guests and fellow staff are safe and comfortable. Many of our colleagues have selflessly stepped forward to ensure that the whole team is still working in high spirits and continuing to provide the best service to our guests, which we have always been known for. Some staff are willing to make personal sacrifices, leaving families behind for a certain period just so that daily operations can continue smoothly.

Once it was clear that the pandemic situation was going to be a global crisis, we immediately started our Fraser Cares initiative to ensure that our guests and staff are well taken care of. We had to pivot our approach and enhance our service offerings to guests, and this presented an opportunity for us to be more creative. We launched the ‘Stay-In(spired) with Fraser’ initiative, where we continued to engage with our guests through interactive cooking sessions, and videos on exercise lessons. At Fraser, we have a Customer First culture. In all we do, the focus is always on the customer, and they must continue to be at the centre.

Fraser Place Tianjin是如何克服疫情的？

去年是艰难的一年。随着新冠疫情在世界范围内的传播以及对各行各业的影响，令我们失去了一些长住客源。但是，我很高兴在此期间，通过我们运营团队的不懈努力，确保了我们客人和同事的安全和舒适。我们的许多同事无私地做出了奉献，并保持高昂的工作热情，为我们的客人提供引以为豪的优质服务。有些员工勇于做出个人牺牲，将家人和安全置于身后，才能使工作顺利进行。

一旦从国内外形势判断到新冠疫情将带来全球危机，我们便启动了Fraser Cares计划，以确保我们的客人和员工得到妥善照顾。我们必须进行自我调整，并不断增强宾客的服务体验，这为我们自身提供了一个更具创造力的机会。我们启动了“StayInspired”倡议，并通过互动烹饪课程和运动课程视频继续与客人互动。在辉盛国际，我们拥有客户至上的文化，在我们所做的所有事情中，核心始终是客户，必须继续成为我们的枢纽。

What activities are you planning for the 5th Anniversary of Fraser Place Tianjin?

We decided to celebrate our 5th anniversary at this time when the COVID-19 crisis is easing by expressing our gratitude. Online and offline lucky draws will be offered to the public to show appreciation for their support. Free room vouchers to stay in Fraser’s Properties around the country will be the prizes. We will also offer promotion rates on the WeChat shopping mall.

在Fraser Place Tianjin五周年庆典上，您有什么活动计划？

我们决定在国内疫情大为缓解这一刻庆祝我们的5周年，以向这个时代致敬。线上同线下的幸运抽奖将向公众推出，以感谢他们的支持。辉盛国际中国区姊妹公寓酒店也纷纷提供了住房券作为奖品。我们还将在微信商城上提供店庆特惠促销价格。

What recent accomplishments are you most proud of?

In March, in conjunction with the Earth Hour event, our company held an event called ‘Opening My 60+ Life’, focusing on repurposing recyclable and reusable items, which aroused a strong response. We use recycled mineral water bottles to make exquisite handicrafts, one of which was a sailing ship which indicated that our apartment business is going smoothly and prospering day by day. At the event, the two apartment businesses received more than 200 clothing items, and more than 100 books, magazines and toys. We donated these items to charity organizations. In this way, we successfully combined environmental protection and community welfare activities so that more people could experience Fraser care.

您最近最引以为豪的成就是什么？

在三月份，公寓为配合地球一小时活动，举办了“开启我的60+生活”的可循环再利用物品置换活动，引起了在住客人们的积极相应。我们利用从客房回收的矿泉水瓶制造了精美的工艺品--扬帆起航的轮船，预示了公寓一帆风顺，蒸蒸日上。同时两家公寓共收到置换衣物两百余件，书本杂志及玩具等百余件，我们将这些物品捐给了慈善机构，成功将环保与公益活动有机结合起来，令更多人感受到辉盛情怀及关爱。

What are the company’s notable actions and plans for the coming months of this year?

This year, we have reason to be hopeful. As a large number of vaccines are being quickly rolled out and travel restrictions are gradually easing, the worst period is over, and we can look forward to a gradual return to normality. 

For the remaining months of this year, we have adjusted our business strategy. With the relaxation of the immigration quarantine policy, we hope to gradually increase the proportion of overseas long-term residents, as well as the proportion of internal business companies and family travel customers, and develop the domestic medium- and long-term accommodation market, while developing business with foreign customers.

After the great changes in the past year, the public's consumer attitudes and behaviours have changed, resulting in the emergence of many new consumer groups. In addition to the traditional business, leisure and family categories, new types of people, such as girlfriends, gamers, short-excursion travellers and vacationers, are all sources of guests that cannot be ignored in segmenting the market in the future. Therefore, we also hope to explore the possibility of more short-stay guests in these segments.

今年未来几个月的重大行动和计划是什么？

今年，我们满怀期待，随着大批量新冠疫苗的迅速推广，国内旅行限制逐渐放宽，最糟糕的时期已经过去，我们期望着各行各业逐步恢复常态。在接下来的几个月中，我们也调整了业务策略。随着入境检疫政策的逐渐放宽及调整，我们希望在逐步恢复原来境外长住客户的同时，提高境内商务公司及家庭旅行客源的比例，在发展外国客户的同时开拓国内中长期住宿市场。

经过过去一年的巨大变化，公众的消费态度和行为发生了变化，导致出现了许多新的消费群体。除了传统的商务，休闲和家庭类别，诸如闺蜜，游戏族、周边短途旅行和留守度假者之类的新型客群也丰富了疫情期间的客源，将来在细分市场时将不容忽视。因此，我们希望在此细分市场中寻找更多合适的短期住宿者。

What are the main targets of Fraser Place Tianjin in the next 2 or 3 years?

In the next 2 or 3 years, we will constantly think of more ways to grow. We hope to enhance awareness of the brand by improving services and launching various distinctive activities. Secondly, we hope to develop more brand Service Apartment of Frasers Hospitality as the market share of the existing two Fraser Place apartment complexes is at the forefront among serviced apartments in Tianjin. We will also successively launch a variety of technological tools and management systems, such as intelligent robots and themed guestrooms. The first Fraser Residence in Tianjin will be opened in 2nd half of 2022 which located in the centre of airport economic zone, as an international living community with international school, restaurants, shopping mall, leisure and entertainment facilities to provide the ideal living experience for high-end businesspeople. 

In the future, we will continue to provide guests with a comfortable and convenient accommodation experience with high-quality products and services, adhering to the core values of the Fraser Group, and creating beautiful memories for customers through intuitive and caring service, becoming a provider of quality accommodation, the best choice for customers, employees and business partners.

Known worldwide for its warm hospitality, comprehensive service and chic design, there is no better place to enjoy Tianjin at its most cosmopolitan than at Fraser Place Tianjin.

未来2、3年，Fraser Place Tianjin 的主要目标是什么？

我们希望通过不断提升服务并开展各种有特色的活动来提升品牌的知名度，其次希望目前天津两家辉盛坊国际公寓在本地公寓市场占有率跻身前列的情况下，引进更多辉盛国际旗下的连锁品牌服务公寓。我们将陆续上线多种科技工具及管理系统，例如智能机器人、主题客房等。预计在2022年下半年，天津首家辉盛庭国际公寓也将落子空港经济区中心地带，周边是集国际学校、餐饮、休闲娱乐等商业配套为一体的国际生活社区，为高端商务人群提供理想的居住体验。未来，我们将继续以优质的产品和服务为广大宾客带来舒适、便捷的住宿体验，秉承辉盛集团的核心价值观，用直观贴心的服务为顾客打造美好回忆，成为优质住宿提供者，成为顾客、员工及合作者的最佳选择。

Intuitive and Caring Service 

Creating beautiful memories for customers

直观与贴心的服务

为客人创造美好的回忆

Interview with 

Michael Xu

City General Manager of

Fraser Place Tianjin

专访辉盛国际天津城市总经理许斌先生

更多精彩，请访问我们的网站www.businesstianjin.com或关注我们的微信公众号：business_tianjin

2021 LATEST EDITIONS

2021 LATEST EDITIONS

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