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Home Is Where Your Heart Is

Feature Interview with Mr. Howay Mu,
General Manager of Wealthy All Suite Hotel
Suzhou

Heart about mood, taste honor
- “Hotel” Interview with a full set of rooms, general manager of Suzhou Shihao Mr. Mu Hongwei

Interview: Cherry Li
Chinese Version: Vivian
English Version: Linda
Photos: by Wealthy All Suite Hotel Suzhou

One of the two “earthly paradises” in Chinese
history, Suzhou is today known to the world as the Eastern Venice.
The Chinese literati since the ancient times have lavished plaudits
on the city of Suzhou, which is our destination this time.

A comfortable CRH train took us to Shanghai’s
next-door neighbor in the west, and we made a beeline for the
destination of this trip: Wealthy All Suite Hotel Suzhou, a luxury
hotel managed by Wealth International Hotel Management Co., Ltd.
Centrally located in the commercial center of Suzhou New District,
home to high-tech enterprises and multinational companies, this
hotel is an ideal option for hosting business conferences and
various activities. Wealthy is easy to reach, with the elevated
ring road by its side and the Grand Canal in the east. It is
adjacent to Suzhou Amusement Park and Hanshan Temple, an ancient
Buddhist temple north of the hotel, and is within a convenient
walking distance to shopping centers, banking &
insurance service, medical institution and the government
building.

As the first all-suite hotel in Suzhou, Wealthy is
your best choice in arranging corporate meetings and personal
gatherings, and your privacy is guaranteed by the butler service
and the new-generation smart elevators. The 28-floor hotel building
offers 200 suites categorized in five groups: Business, Recreation,
Park View, Deluxe and Supreme, the areas of which range from 65sqm
(Business) to 120sqm (Supreme). Business Suites enjoy an
unobstructed view of the city. Supreme Suites, with an opulent
interior, cater for expatriates and their families. All the suites
are tastefully appointed with imported furniture, as well as
high-speed broad band internet access and LCD screen with satellite
TV receiver. The intelligent bathroom fixtures and automatic
mahjong table make the suites suitable for both single and family
relocation. The 4-star Wealthy All Suite Suzhou Hotel features two
meeting rooms, Cigar Bar, Wine Lounge, fully functional Business
Center, Ticketing Center, a convenience store where daily
necessities and first-aid drugs are available, Yoga Room and other
fitness facilities. An exclusive golf course and Yacht Club are
open to golden-card members.

Just as we were wondering who could be behind the
luxury all-suite hotel, the general manager, a gentleman in his
mid-life who was far different from what we had imagined, turned
up. Mr. Howay Mu greeted us with an affable smile, as if we had
been some old friends whom he hadn’t met for years. From him we
didn’t see the arrogant contempt of some senior executives when
they meet their inferiors, a fact which perhaps explained why every
face we had met in the hotel was beaming with a smile, sincere and
from the bottom of the heart. We took a seat, with a pot of tea in
between, and Howay began his story.

Born and raised in Shanghai, Howay compares himself
to a conductor, one who has turned an obscure brand little known to
the public – from the director of local tourism authorities to taxi
drivers – into a landmark in Suzhou New District during a few
months. That massive effort has been put in is beyond the doubt. We
are more impressed by the sparkling wisdom, shown in his speech, of
an international hotelier who has led Wealthy to move forward.

A man with a legendary career, Howay had been
actively involved in shipping and property industries before he
joined the hotel trade 10 years ago. Afterwards, he had worked in
succession with Novotel Atlantis Shanghai, Sofitel Boao Hainan and
Plaza Royale Oriental Shanghai as a senior member of the management
prior to his joining Wealthy All Suite Suzhou Hotel. While the
multiple roles imbued him with greater tolerance and flexibility,
his expatriate experience in Kobe, Japan gave him a broad global
insight. The man who was promoted to the post of a hotel’s deputy
general manager a decade ago has a real talent. In spite of the
changing roles and positions, his insightful interpretations of the
service industry remain the same. Underneath his flexibility lies
an obsession with the principle of “focusing on people” – the
essence of his understanding of the service industry, of which
Howay has been in constant pursuit. His people-oriented approach,
when applied in managing and operating Wealthy, can be interpreted
as “flexibility within limits”, that is, looking for the best ways
to service guests without breaking the rule.

The general manager put his people-oriented
management into practice at multiple levels as soon as he assumed
office early this year, suggesting the owner to connect the hotel
building and office tower with a corridor, for example, so as to
make moving between the two easier. On realizing that the foyer was
too big to be cost-efficient, he promptly remodeled part of the
foyer as a multi-purpose room. Given that it is guests who
eventually bear the cost of the public space, why not make it more
functional? A full range of in-room facilities can hardly make
guests feel at home unless they are offered in conjunction with
attentive service.

Howay has also adopted a human-oriented approach in
managing the hotel’s Cantonese restaurant, an indispensable part of
satisfactory accommodations. With a call by the general manager to
learn from the outside world, the restaurant has borrowed
extensively from the best of other cuisines and new-concept dishes
to come up with an eclectic menu which turns out to be a success
expected to lure diners back. In addition to the eclectic menu,
where you will even find a Suzhou-style signature: Ao Zao Noodles
(Soup noodles served with fried fish fillet or braised duck with
soy sauce), Howay had a door opened to the road, where a sign is
placed saying “restaurant inside”. This arrangement is meant to
shatter the inaccessible image of hotel restaurants and attract
more walk-in customers. Guests are offered an opportunity to cook
for themselves using in-room facilities such as the fridge,
microwave oven and induction oven, in case they are inclined not to
make extra expenses. By playing the lose-and-gain ball, Wealthy All
Suite Hotel Suzhou is sure to leave an indelible impression on the
minds of guests.

The rule of “quality before quantity” is applied
throughout the hotel, from the decoration of the suites and
artificial views to segmentation by functions and the convenience
store, all contributing to creating a homelike atmosphere, as well
as meeting customer’s demand for a
simple / sophisticated / luxury / tasteful lifestyle. People-oriented
service concept and first-class facilities are the two major
attractions of the hotel, appealing to an indefinite number of
guests.

Just recently, a higher-than-expected dining
experience has helped won two Russian guests, who couldn’t made
themselves understood when having dinner at the restaurant. They
drew the notice of Howay who happened to be there for an
inspection. He not only requested the manager to be more patient
with the two Russians, but also instructed that they be shown
around the hotel after the meal. It must have been love at first
sight, since the two Russian guests checked in with heavy luggage
the next day. Another interesting little story involved a big
Shanghai company, whose boss had a headache when he discovered the
host of the company’s Eastern Region conference was a domestic
brand, but was soon relieved after finding out who was the hotel’s
general manager, since Howay was a very reliable old acquaintance.
After paying a visit to Wealthy, he, laughing out with
satisfaction, even declared it would be one of his No. 1 meeting
options in the future.

As the industrialized city of Suzhou goes
international, Howay and his human-oriented leadership have crossed
the border and affected expatriates and international travelers.
Suzhou is home to a large number of Japanese companies, so Japanese
expatriates make up a considerable part of guests. When one of them
asked for a change of part of the in-room facilities to suit
Japanese living habits, Howay, who fully understood why this guest
had made such a request, satisfied him immediately. The general
manager has placed heavy emphasis on language ability, giving lots
of trainings to raise staff’s level of English and Japanese. With
the help of several departmental heads who have had experience with
international hotels, Howay is feeling ever more confident when
accommodating guests from outside of China. What’s more, Wealthy
has lately been approached by a Japanese food company asking for
cooperation.

Howay’s people-oriented approach has benefited his
staff as well as his guests. We learned that shortly before this
interview he had visited the staff dorms, where he stood in silence
for a while before instructing that the living environment be
improved immediately. In the hotel industry where service always
goes first, whether or not the staff put their heart into what they
do plays a decisive role in the hotel’s success, and he couldn’t
believe that staff living in such a shabby environment would be
devoted to delivering satisfactory service to guests. That is why
he insists to pay his employees well, regardless the customary low
salary given to frontline staff.

The above story is closely connected to his
recruitment policy, the core of which can be defined as the cross
selection between employer and the employed, and their mutually
dependant relationship. A general manager is expected to look at
his or her staff as the hotel’s most valuable asset, said Howay,
who will sometimes use a carrot-and-stick method, but is in essence
a proponent of “be happy at work” in most cases. Having realized
from his experience acquired in international hotels that a rough
and oversimplified approach would bring excessive damage to human
resources and work environment, he decided long ago to think twice
before reaching a decision about his employees so as to avoid the
negative effects of a hasty conclusion. His team members are
expected to look for the faults in themselves instead of blaming
erring frontline staff, whose mistakes in work are mostly resulted
from inadequate management or deficient training. Let the
management shoulder responsibility not only is right to the point,
but also keeps the staff staying active and working with
enthusiasm. Howay’s seamless combination of the western philosophy
of hierarchical management and the gracious attitude of an eastern
leader toward his or her worthy inferiors has benefited him
enormously. The stimulating influence of the always smiling general
manager is keenly felt by department heads and the average staff
alike, who have naturally adopted his people-oriented style. It is
of great benefit to the guests.

Away from his home in Shanghai, Howay promptly
adjusted himself to the pace and environment of Suzhou. The urban
economy and traffic facilities have developed to such an extent
that I can hardly realize I am not working in Shanghai, said the
general manager with a smile. It is his family who often ask to
visit him in Suzhou, where the slower and casual lifestyle is
considered able to cushion their hectic life in Shanghai. Working
with Wealthy has obviously made Howay love Suzhou, a city which is
as contemporary as it is ancient, and become a part of it.

Love of what he does and of Suzhou is the force
that drives Howay Mu to lead Wealthy All Suite Hotel Suzhou to
success and prosperity, winning recognition in East China and the
whole country. As the hotel approaches perfection, the brand is
believed to be recognized as best illustrating the impeccable
marriage of the east and the west.

Gu Yunlong “There is heaven on Earth”, also known as a “Venice of the East.” Ages of the literati from home, regarded not mean the kind words, given the approach of destination for this article: Suzhou.

Take a comfortable and efficient motor car, instantly arrived from Shanghai to the west of the scenery of this city seat. Shihao be stayed by the International Hotel Investment Management Limited to build the facility in Suzhou, luxury, fully reflect the full range of human services Shihao hotels in Suzhou, located in Suzhou High-tech Development Zone, Central Business District, where high-tech enterprises, foreign enterprises gathered for business meetings and the activities of the first choice. Shihao hotel close to the elevated ring Xihuan, East pillow Beijing-Hangzhou Grand Canal, the west of “East Disney” Suzhou park, North Kan Millennium temple Hanshan Temple. Both the convenience of transportation, but also the convenient travel, shopping malls, banks, insurance companies, hospitals, government buildings in close proximity, supporting the surrounding environment is very complete.

Full range of hotel rooms in the industry unique facilities for business meetings and private gathering of the best choice. Butler service, the latest international smart elevators, to protect your private space without interference. A total of 28 floor hotel building, all of the design for the suite, a total of 200 sets. Into business, physical leisure, vision, luxury, supreme five different chamber, where the minimum area of 65 square meters of commercial suites, spacious living room, wide vision, another home, travel more comfortable; maximum area of 120 square meters Extreme suites, luxury and honor, are single or family to his new post in the ideal home. Each suite are fully equipped, configured all imported furniture, financial elegant luxury in one simple detail, both equipped to meet all business needs of high-speed broadband internet access, broadband LCD television, satellite television and other countries in the world, is equipped with smart satellite automatic mahjong table management facilities such as comfortable and the Heart of the family. As soon as the quasi five-star luxury hotel, high-level meeting room, cigar bar, red bar, fully functional business center, ticket reservation center at home and abroad, with commonly used drugs, convenience stores, yoga room, fitness centers ranging . In addition, members enjoy golf course and lake water sports club, make your business trip or vacation trip more enjoyable.

This palace-like Suzhou, China and the United States as a full set Shihao hotel, what He Magi have this tolerance, to direct the global? Answers quickly announced. Middle-aged man hand courtly Shihao is the general manager of Suzhou: Mr. Mu Hongwei. And to imagine different, Mr. Mu Hongwei Binbin smiling face, not the slightest at the top of the official vicious anger, and only as long lost old friends in a friendly, Zhou cause. This may also explain why we encountered in Suzhou Shihao each smile, all seemed so from the heart, different. Commodities pot of tea, listening to his management, Mr. Mu Hongwei Shihao meanders through the story.

Shanghai people, he compared himself to a symphony of commander, in charge of Suzhou Shihao But a few months, has Shihao from the Tourism Bureau to taxi drivers shook their heads do not know the new brand, into the Suzhou New District Another landmark office building, one of the various efforts that goes without saying; is in the words of Mr. Mu Hongwei, we have more experience, is a unique international-type business intelligence manager, led the advance Shihao pace. Mr. Mu Hongwei legendary and rich professional experience, the University and from the transport companies, shipping companies, real estate until a decade ago involved in the hotel industry. During this long years, he has managed Shanghai Poseidon Novotel, Sofitel Boao, Hainan, Shanghai Xingrong Royale three well-known international hotel, a variety of identity transformation that he has the depth to absorb the social inclusion, outside Kobe, Japan, the work of the school experience is wide of its international outlook. In this decade it comfortably seats door to the hotel industry veterans who wit, remain the same, is the height of his understanding of the service industry, especially for one of the “human” essence, there seems flexible, but in fact almost paranoid pursuit. Mr. Mu Hongwei “humane” management to pursue, in Shihao the operation of this single hotel operations, the specific expression as a flexibility. In his eyes, do not rule this is not flexible, but in the “framework” with the intimate service for the guests to find the best path.

After the beginning of the year came to Suzhou Shihao, Mr. Mu Hongwei did give him a multidimensional practice of “humanity” of management thinking. For example, hotel and office space for the mixed pick unclear, he proposed to the owners of the company, additional corridor between the hotel and office building. This problem has been resolved out, and greatly facilitate the guests. Again, he took over the hotel management, and rapidly too large hall originally make room for guests to use as a multi-purpose hall. He believes that slick public area will eventually be assessed to customers who; more humane approach is to provide customers perfect sophisticated matching service, with the complete suite facilities, so guests really comfortable and just let home-like. Hotels in management of one of the important supporting – the restaurant, Mr. Mu Hongwei practice their “humane” method of management is: to social learning. Shihao Xuan hotel restaurant dish for a change of the common problem of Guangdong, Suzhou features dishes introduced the “Olympic kitchen area,” and the classic or trend around the dishes. Seemingly Mixture style keep the appetite of the guests, but also intended to retain the hearts of the guests. He also arranged for the restaurant opens out way through the entrance, put the menu in order to break the outside of the hotel “lofty” image to attract more passenger traffic of the presence of non-residents. In comparison, then a suite within a refrigerator, microwave, electric stove and fully equipped with thoughtful arrangement. Not to impose domestic consumption off the expansive quality, makes the atmosphere on the Shihao new look, it will be able to fit “homes may be” the old saying, Alex left for guests at the heart of the living experience.

Similarly, other measures are Suzhou Shihao followed “the few but good” a successful approach to the guests to enjoy life and quality of life as a starting point to a warm, luxurious, sanctity, simplicity of the first taste, reduction of the guests desire and the realm of life. Follow the world trend, especially high-end unique design full rooms, great living from the landscape, to elaborate practical function zoning and living amenities, all reflect the Shihao “home” feeling. Mr. Mu Hongwei “humanity” of the service concept to meet the high standards Shihao hardware facilities, such as sparkling masterpiece double-wall, attracting more unexpected guests arrived. Not long ago, Shihao dramatically against Russia welcomed two distinguished permanent guests, their stay, actually is due to an accidental to Shihao restaurant experience. He was just in a restaurant inspection, found the language barrier two special guests, he was sales manager for more patient care services, special instructions, complete meal when the guests can be the way to introduce them to the hotel in-suite guest rooms. With at first sight to describe the perception of the guests on the Shihao is not too much, because they are the next day while carrying a large bag on the luggage, into the arms of Shihao. Another quite interesting example is the Shanghai East China area, a large company meetings and Shihao interlude. At that time the company boss is reserved for the department of Suzhou Shihao – a purely “national manufacturing,” the hotel as the East hall and a headache, but do not intend to find that head of his old acquaintance, Mr. Mu Hongwei. He suddenly felt completely at ease. The pro field until the time of observation, he said with a smile Shihao will become one of the company’s main venue.

Mr. Mu Hongwei Suzhou this and more internationally oriented industrial city, but also to Suzhou Shihao of “humanity” across the international, into the hearts of many foreign guests. As the number of Japanese enterprises in Suzhou, the Permanent Shihao passenger, a considerable part of the Japanese guests. One of them, some of the suites feature facilities for a replacement request to close the Japanese lifestyle. Shihao fully understand the requirements to meet the guests. In addition, Mr. Mu Hongwei came Shihao, the special attention and enhanced language training for staff, especially the British and Japanese training in two languages; together with many managers from international hotel of this, the international guests in the reception Shihao side, more and more confident. Not long ago, a Japanese food company to find him and hope that the co-operation with the Shihao is the best example.

Mr. Mu Hongwei the concept of the “humanity” not only face the guests, but also applies to staff management. This talk not long ago, he had inspected the Shihao staff quarters, after reading him a long while in silence. Then to the subordinate departments to order for the rectification of the quarters to make to improve the living conditions of employees. He believes that service above all else the hotel industry, the staff of intention or not is the key to success. If the employees themselves have a pleasant living environment, imagine leaving quarters fighting in the forefront of them, will make guest satisfaction with a good performance. Although the hotel industry first-line treatment staff have an unwritten “rules”, but he insisted his views: Shihao staff will do our best to offer from the body to the heart of favorable treatment.

The above story and philosophy of the employment of Mr. Mu Hongwei. In his view, the high mobility of the hotel industry, the management and staff side is a two-way selection, mutual interdependence. Must value them and their greatest asset as a hotel. Although he has cop side, but more often, he pursued a “happy work” concept. From his work in the international hotel experience, feel brute management, the hotel’s human resources and work environment is a great harm; so long ago figured out the “slow step, the buffer about” management rhythm. He hoped that the management can do, failing not to blame others, but many reflect on their own – there is an error if the work of frontline employees, mostly management and training, not in place; the responsibility of the departments together, both targeted, but also protect the active enthusiasm of the staff. Without a trace, the Mu Hongwei the level of management, Mr. Bian Jiang Western thought and Eastern courteous way clever integration soon. In Shihao, whether managers or general health services, always with a smile from the general manager of the body, felt like the management style is salutary influence, and this style is very natural to “down” into Shihao service style, to come Shihao guests feel the benefits.

Mr. Mu Hongwei in Shanghai, they are quickly adapted to the working environment of Suzhou. He said with a smile, now the city’s economic development, transport facilitation, so that he can not completely feel at home working outside, but rather family, now often require weekend to meet in Suzhou; for leisure Suzhou freehand, on a busy Shanghai Life is a very useful buffer. See that in Shihao work experience has made him into Suzhou, fell in love with the charm of this old but very modern and beautiful city.

“Love is a mentor.” Love of the profession, the love of Suzhou, is led by Mr. Mu Hongwei full range of hotels in Suzhou Shihao create brilliant, the best known East China power the whole country. Shihao’s name, it will certainly continue to grow as the perfect hotel, in the south east elegant ink inside information, the interpretation of a supreme example of Western style.