【视频】| 上海艾本精品酒店总经理 —— Claire Hara 对话总经理-iCHA联盟
上海艾本精品酒店坐落于繁华的静安寺，距离风情万种的法租界仅一步之遥，周围更是荟萃了上海滩众多顶级商铺与食肆，它虽位于城市中央，却又大隐隐于世。
上海艾本精品酒店由工厂旧仓库改造而成，运用可再生材料和当地资源，有效减少碳排放，以环保为己任，将非凡设计与可持续发展融为一体，是中国首家碳中和酒店。Claire Hara正是这家独特并具有发展前景的精品酒店的总经理。
If you find yourself walking through the bustling streets of Jing’an and turn onto Jiaozhou Rd.烽烟尽处 , you’ll find the intriguing and peaceful entrance of the URBN Hotel Shanghai. The poised and genuine Ms. Claire Hara manages this unique boutique hotel, which places sustainability at its core. Twenty-six chic boutique style rooms make up this award winningdesign-meets-sustainabilityhotel. These rooms have been constructed from the salvaged materials of previously destroyed buildings, helping to make the URBN Hotel Shanghai—established in 2008—China’s first carbon neutral hotel.
一、不囿于传统、掌管两家酒店的总经理
Hara出生在美国，十分热爱音乐和娱乐行业，具有深厚的艺术背景，早期曾从事娱乐营销。来到上海最开始在一家餐饮公司工作绝品全才，致力于培训操作规程。不久后有家酒店的餐厅需要一个餐饮总监，她成功入选。六个月后，她敬业的态度及出色的语言能力逐渐展现爱西楼网站，也得到越来越多的认可冯少先。更幸运的是，她参加了2013年酒店集团新管理层的培训，接着参与了美国康奈尔大学酒店总经理的高级培训天道酬勤厚德载物。2014年，她再次回到上海，继续在艾本酒店担任总经理，一年后接管凯世酒店，现在Hara已经是两家酒店的总经理。
Interestingly, entertainment sales were Ms. Hara’s early industry choice. This is because she was born in the US with a cultured background in arts and had a passion formusic and entertainment. She reflected on her position at the prestigious Kennedy Centre in Washington D.C., and how her time their helped advance her customer service and training skills. Her career in Shanghai started after moving out to join her husband in this fast paced city人肉场 , with an F&B company where she focused in training/SOP’s. Soon one of the restaurant outlets she worked with—the restaurant of the URBN Hotel—needed an F&B Director and they thought she would be a great fit. She took this new and more difficult opportunity in whole heartedly. Then just 6 months later, her great work ethic and new Chinese language skills showed and she was given the opportunity to fill in as the URBN Hotels’ acting GM. Fortunately, in 2013 the URBN was under new management with the Cachet Hospitality Group, which provided her with executive training back in the US with Cornell University’s GM program and a job at the Atlanta Westin. Once Ms. Hara came back to Shanghai in 2014, she continued her role as the URBN’s Hotel’s GM for a year, and then switched in 2015 to manage the Cachet Boutique, the bigger 45-room sister hotel. As of this spring Ms. Hara has managed both hotels.
谈到酒店管理，Hara表示她会推动员工们互相交谈，营造开放的氛围。酒店大部分的培训和面试都不囿于传统。在面试中，应聘者不会被问到常规的问题，而是问最喜欢的电视节目是什么，以及为什么喜欢。从这些问题中初步判断对方会如何与客人交谈以及是否有跨文化交流的能力。Hara告诉我们两家酒店都有年龄比较小的员工，这让她感觉很幸运，因为在与年轻员工聊天时可以掌握他们这个年龄段的喜好柯炳生。她也会向他们推荐有帮助的国际电影增加与客户的话题，告诉他们如何与不同国家的人交流。
With only 51 employees in total at the boutiques, there is a close knit culture and open atmosphere, where Mrs. Hara pushes the staff to chat with each other and with the customers to learn personality traits from the different international people. Most of the training isn’t very traditional, and neither is the interview process. During interviews candidates are not asked the typical checklist questions, but rather enter into a conversation of learning what their favorite TV show is and why, for example. This interview style shows Ms. Hara how they’ll converse with the guests and that they’re able to learn cross-cultural behaviors. Ms. Hara feels lucky to have a small staff at both hotels because she’s able to chat and recommend helpful international movies with the diverse crews to enable more engagement with customers.
Hara表示艾本酒店规模非常小，26个房间，4种房型，2个顶层公寓，一个小健身房日式面包王 ，一个餐厅，还有一个美丽的室外庭院。上海艾本精品酒店的客人多是四处旅游又追求卓越生活品质的旅客超级小鸡 ，Hara告诉我们她经常可以在客人们的中国行中寻找一些不同的东西来创造可持续的设计。今年的新产品是一个新的门锁，客人通过微信就可以来获得安全和先进的体验。酒店还开发了一个简单方便的微信系统，夸利亚雷拉让客人可以订购商品，支付商品费用，并和工作人员沟通。
Ms. Hara explained that URBN is very small hotel with 26 rooms, four room types, two penthouses, a small gym, one restaurant幸运查克 , and one popular outside eventspace. A lot of the URBN’s guests are frequent and quick travelers usually from creative backgrounds that look for something different during their China travels for relaxation and a sustainable design. Something new this year is the renovated door lock that enables the guest to use WeChat for secure and advanced access. They’re also developing a convenient WeChat system that allows guests to order items, pay for commodities, and communicate with staff. They have more renovations planned for the restaurant’s future, but Ms. Hara would like to keep the specific details secret.
二、设计-遇见-环保
以“设计-遇见-环保”为主题，艾本酒店由工厂仓库改造而成，回收利用的当地材料建造，Hara解释说，秉承了艾本酒店的精髓，“植入人心的环保理念、独具一格的设计风格”。回收自然之美噬鬼录 ，这也正是酒店希望向我们所展示的其中一个理念。“最佳绿色环保酒店”、“中国Top20精品酒店”、“最佳低碳主题酒店”，上海艾本精品酒店也因其独特的风格和理念屡获殊荣。
From the brick and wood floors to the wall made of abandoned suitcases, the former factory warehouse has all been refurbished from local resources and converted into the stunning URBN Boutique. Ms. Hara explained that you can really make something beautiful from items no longer needed – which the hotel clearly shows in it’s urban and tranquil design.
艾本酒店会通过在酒店大堂提供服装捐赠的方式来与公益机构合作，因此如果客人过度购物（这在上海很容易发生），他们可以把其他穿不到的衣服捐献出来做公益。
Personalized service experiences in a sustainable and relaxing environment is what Ms. Hara explains the URBN is all about. She explained that sustainably resourced boutiques have a big future in China because many guests are becoming more conscious about their environmental impact. The hotel also partners with Green Initiatives by providing a clothing donation option in the lobby, so if the guests over-shop (very likely in SH) they can give their extra fabrics from home away for a good cause. Additionally, when guests participate in the customer feedback slip the hotel donates money to the Million Dollar Tree Project. These actions show that giving back is something URBN strives to do.
业余时间Hara热衷烹饪木马乐队 ，喜爱拉小提琴，陪伴猫咪。她对烹饪的热爱来源于她生活的环境——父亲热衷意大利食物，母亲擅长日本料理。至于她的猫，它们曾经是艾本酒店里的游客，但有爱心的Hara决定收留他们并给它们一个永久的家。
Ms. Hara uses the little spare time that she has to cook, play violin, and rest with her cats and husband. Her love of cooking came from growing up with the blend of cuisines—from her father’s passion for Italian food and her mother’s native love of Japanese food. As for her cats, they were once casual visitors to the grounds of the URBN Hotel, but Ms. Hara fancied them and decided to give them a permanent home.
我们很高兴可以了解到“绿色”艾本酒店，同时我们也十分感谢她的慷慨分享。
It has been a pleasure learning about the highly awardedURBN “Green” Hotel and its hard working GM Ms. Claire Hara, and we thank her for her kindness.
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特约记者
Kelsi. Niece
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