When people come to visit China, they expect to see something old and historic. The country would never disappoint travelers in terms of heritage, and when it comes to hotels, the Peninsula will be the place, where travelers can experience the traditions of over 145 years.
When Douglas Lapraik, Englishman C. H. M. Bosman and Baron Gustav van Overbeck first incorporated The Hong Kong Hotel Company in 1866, they could never image that today, Rainy Chan, Donald J. Harrington and Joseph Chong, the three general managers from Hong Kong, Beijing and Shanghai, would be on their China Road Show to bring Peninsula brand to both its loyal and new customers.
The three general managers represent the three Peninsula hotels very well. Harrington, the GM from Beijing, is serious but with a sense of humor. Chan, the GM from Hong Kong, is elegant, enchanting and smart. Chong, the GM from the new hotel in Shanghai, is young, energetic and itching to try new things.
"I can go to another hotel in another city, one I don't work for, and people keep asking me where the bathroom is," Harrington laughed.
"Hoteliers are always too formally dressed. You can never tell them to be relax, especially men, women are better," teased Chan, who was wearing a beautiful peacock green top while the two gentlemen were in suits.
"Being one of the oldest hotels, quality has been always our focus. It is the hotel's strategy in the past, at present and in the future," Chan said.
There are nine Peninsula hotels in Asia and the US. The company is opening a new hotel in Paris in 2013, which would be the first one in Europe, and according to the three GMs, none of the hotels are the same. Peninsula strives to give travelers a unique experience of the local culture.
But while it is all about the culture of the hotel's location, some essence will make travelers recognize the brand when they stay.
"If you stay in Peninsula Paris, you know that you are in Paris but you still know that you are in Peninsula." Chan, Harrington and Chong mention this constancy time and time again.
Seeing the economy up and down over more than a hundred years, Peninsula has been patient with its Chinese market and customers. Harrington told the Global Times that now 35 percent of guests in The Peninsula Beijing are Chinese, which is a dramatic increase compared with six years ago.
According to Chan, it is understandable that most Chinese travelers are still going around and testing the water. "It is only a question of time before Chinese travelers know what Peninsula is all about, and it will without doubt become a choice of stay for many discerning Chinese travelers," Chong said.
Having long-service employees is considered one of the key factors that keeps Peninsula offering high-quality service to its guests. All three of the GMs have been with the company for more than 10 years, and the attention to detail holds throughout the ranks.
"Those who practically work in the public areas are the ones who make our guests feel comfortable staying with Peninsula. It would be very encouraging if our staff receives any kind of appreciation or recognition from our guests," Chan said.
All of the three hospitality professionals agreed that in big cities such as Beijing and Shanghai, the hotel supply is more than abundant. There would, of course, be a time of necessary adjustment for the industry development in short run. But with its long history and strive for consistency, The Peninsula will stand there as always to welcome guests from all over the world.