方子文入行的第一份工作，是有黄埔军校之称的中国第一家中外合作的五星级酒店白天鹅宾馆。开业30多年来，这家酒店共接待了40多个国家的元首和政府首脑，是一家以“服务至上，宾客第一”而著称的酒店。正是因为这段工作经历，让方子文深深明白，酒店服务讲求的是细节决定成败。随后，他相继在万豪、朗豪等国际品牌工作，并分别在瑞士洛桑酒店管理学院和华南师范学院学习酒店管理。在职期间，他曾获得多个荣誉称号，担任多项世界技能大赛餐厅服务项目的专家组长及裁判长。目前，方子文将自己的全身心都投入在民族品牌星河湾酒店，对服务理念和整体运营形成一套自己独特的见解。
Tracing back his career beginning, Adam Fang started his first leg at White Swan Hotel in Guangzhou, China's first Five-Star Hotel and historical landmark for hosting over 40 international Heads of States visiting China, as well as Chinese leaders, government officials, and important personalities. His stint at White Swan Hotel laid the foundation for his career with the needed exposures on how the business of hotel is managed and operated. Over 30 years professional maturity, Fang accumulated an impressive work record working with global hospitality brands, such as Marriott and Langham, among others. At the same time, he took up formal studies in hotel management at Lausanne Hotel Management College and South China Normal University, altogether equipping him for top management positions. His remarkable career garnered him many awards and recognitions from the municipal to provincial and national levels. Today, Fang is fully engaged in developing and managing Chateau Star River Hotel, a homegrown hospitality brand with unique concept and features.
Career of Hotelier
作为酒店经营者
我的入行经验是从餐饮管理开始的，餐饮经营管理讲求迅速反应、灵活应变，因为有这段历练使我能够迅速向酒店职业经理人转型，掌握整个酒店的营销、感召、创新、实干以及应变的能力。无论行业当中的成长或者是能力的提升，成为一名合格的酒店管理者离不开良好的行业平台以及领导的栽培。
My work experience started with food and beverage services, the part of hospitality that requires quick response and flexibility. In fact, exposures in the line food and beverage operations allow one to have a well-rounded training and fuller grasp of hotel business. Along this line, I was equipped with the ability and given the opportunity to take on the position I have today: Managing, overseeing, leading, and grooming the hotel to become an outstanding homegrown hospitality brand and a platform for grooming leadership and professional talents.
Defining Hospitality Service
定义酒店服务
我认为，就服务理念而言，酒店服务在精神层面上与任何的行业都是一样的。酒店是个比较特殊的行业，是类似社会的迷你缩影，除了为客人解决衣食住行等最基础的需求，更应该关注市场的变化和需求。我们应该与客人成为朋友，在提供贴心服务的过程当中，为他们留下美好深刻的印象，因此，我觉得酒店服务区别于其他行业的是酒店服务无边界。
In my opinion, the friendly spirit of hospitality is similar in all industries. All of them are basically a prototype of the society involved with basic human needs in regard food, clothing, shelter, and communication. As such, the business of hospitality takes into consideration market demands and provides the corresponding products and services in meeting them. But, hospitality goes further to establish more intimate customer relations and create experiences that are special and memorable for them. In this particular area, I believe the fine line that demarcates hospitality from other industries is its nature of service, one that is borderless and without cultural boundaries.
Hospitality Industry in China
中国的酒店行业
尽管中国的酒店管理公司在高端市场领域与国际品牌知名度相比仍存在些差距，但时至今日，中国人已成为高端酒店市场的消费主力，这个结论除了有数据支撑外，也体现在酒店管理、服务乃至设计的风格，逐渐展现出新中式国潮风，只有中国人更懂得我们的文化和需求习惯。
While local hotel management companies still lag behind global hotel brands in terms of brand awareness, global network, and high market profile, Chinese people now compose the high-end market of the hospitality industry. This in fact is not only supported by industry data and statistics, but also reflected in the ongoing trends and styles of hotel design, settings, management, market thrust, and service orientation. Along this line, our homegrown hospitality brand has the necessary understanding and structure to address such conditions.
Branding and Community Relations
品牌及社区关系
星河湾酒店于2021年被评选为第十六届中国酒店星光奖“中国最佳高端酒店民族品牌”，完全得益于星河湾一贯坚守品质的特质。每一家星河湾酒店的旁边必然是星河湾的高档住宅小区，我们除了做好酒店的常规经营，也一直努力经营好星河湾社区文化，打造健康小区。针对星河湾的业主，我们会定期提供“跟着名厨学烹饪”、“五星级酒店专业居家保洁”的课程，并提供上门私宴烹制等服务。
In 2021, Chateau Star River Hotel was recognized as China's "Best High-end National Hospitality Brand" during the 16th China Hotel Star Award. This award attributes to our consistency in quality. Adjacent to our Chateau Star River Hotel is our high-end residential property, which is itself a core community. Other than doing our best in managing the hotel and residences, we also extend our best efforts in enhancing lifestyle, health and wellbeing, and cultural milieu of the community. Some of our projects include such programs as "Learning Cooking with Famous Chefs" and "Five-star Professional Home Cleaning" to for the benefit and convenience of homeowners.
Brand Statement
品牌宣言
星河湾坚持4.0的标准去衡量我们的产品质量，成为行业的标杆和引领者是我们要走的方向。我们的核心价值观是“舍得、用心、创新”：舍得为纲决定用心的深度和创新的高度，科学的“舍”才会有合理的“得”；用心是一种态度和信仰，真正的用心才能成就完美；创新不断才能不断实现自我超越和突破。星河湾在创立伊始就以坚守品质作为使命，注重品质才会注重细节，只有细节才能真正感动客人。
Chateau Star River Hotel adheres to the 4.0 standard for gauging quality. We aim at being the leading hotel in this concern. Our calling centers on our preamble of "Enthusiasm, Attention, and Innovation". Enthusiasm measures the degree of intention and drive, which in turn defines attitude and attention to attaining work perfection; while innovation drives us in making breakthroughs to become self-reliant. The creation of Chateau Star River Hotel is firmly hinged on quality and all the necessary details in delivering excellent services that would genuinely touch people’s hearts.
Challenges in Hotel Food & Beverage Operations
酒店餐饮运营的挑战
盈利能力一直是我们酒店的主要成本和收入的驱动力。在疫情后的市场复苏期，最先复苏的是餐饮行业，但随着越来越多时尚餐厅、主题餐厅以及网红餐厅的不断涌现，餐饮行业的竞争也日趋激烈。那么，如何在激烈的环境中脱颖而出也是我所一直在思考的问题。我们粤菜讲求“不时不食”，坚持食材的本质、新鲜是餐饮经营者的宗旨。如果我们可以把产品做精、做细，深挖市场的需求，进行不断的研究，相信无论在什么时候，都不会被市场所淘汰。
Profitability remains the major focus of our hotel operations and the overall goal of managing costs and revenues. As the Covid-19 epidemic in China tapered off, the first to recover was the catering industry. The bullish thrust in this area resulted to the mushrooming numbers of new and trendy restaurants, social media, home deliveries, and internet celebrity restaurants. Competition has become increasingly fierce, and this had me pondering on solutions to address the market situation on hand. This challenge led me to rethink the philosophy Cantonese cuisine which emphasizes "eating in season", focusing on the freshness, seasonality, and quality of food ingredients. In this vein, we are to continually refine our products and address the needs of the market and changing time.
People Centered Approach
“以人为本” 管理模式
我们集团董事长曾经提出过，创新的核心就是“让人住舒服，过得幸福”，这句话同样是对酒店服务品质的高度概括。酒店的产品就是服务，酒店服务讲求以宾客体验为中心，高品质的服务体验很多时候是依赖人为输出的，所以员工的素质与所提供服务产品的质量和专业密切相关。没有满意的员工，就没有满意的宾客，没有令员工满意的工作环境，就没有令顾客满意的享受环境。星河湾在员工培养等方面做的比较出色，我们有更多的内部晋升机会留给优秀的员工，让我们的员工对企业有获得感及认同感。
Our chairman once pointed out that the intention of innovation focuses on "Making people live more comfortably and happily", which in fact summarizes the nature of hospitality and its related provisions. Hospitality is focused on high quality guest experience. This being the result of human efforts comes from the quality of employees and workers. Employee satisfaction begets guest satisfaction. Here, work environment and conditions come into play, and Chateau Star River Hotel has done a good job not only in caring for its human resources, but also training and developing them. Moreover, we have installed our incentive and motivation program to reward good work performances and offer opportunities for internal promotions.
Innovations Addressing the Pandemic
应对疫情的创新性方案
在共克时艰的日子里，我的团队依然能够保持定力，坚守在自己岗位上，更在物资最短缺的时候自发向酒店提供防疫物资，使酒店能够保持正常营运状态。在疫境危机中，我们坚持以创新寻找机会，为星河湾社区业主推出专属的美味到家、新鲜蔬菜配送等便捷服务，并获得高度认可。通过对疫情期间的防控措施进行总结，我们形成了星河湾安心服务系列，如：安心食、安心住、安心练等，以高标准的防疫防控措施重建消费者的信心。
During the lockdown period of the Pandemic, members of our team remained at their posts maintaining daily operations. The hotel and our employee also made voluntary donations in aiding the production of protective gears and materials against Covid-19. We also installed delivery services of fresh vegetable for our community and were well appreciated by the homeowners. Strict implementation of safety and hygienic measures reassured the confidence and trust of our guests and visitors.
Sustainability and Environmental Protection
可持续性和环境保护
在2018年开始至今，酒店已开展“去塑化”，无论在对客或内部区域都逐步由减少至取消塑料制品的应用。从今年起，星河湾集团正在推动智能制造、互联网、数字化转型，“科技+绿色”是未来星河湾集团高质量发展的趋势，酒店也将会充分利用智能化、数字化进一步提升节能减排水平，为实现碳达峰、碳中和目标作出贡献。
From the start of 2018 we have been implementing the policy of "Non Plastic", which substantially reduced plastic use and waste in both our internal operations and guest services. Beginning this year, we are promoting our "Technology + Green" internet program in taking our hotel to the next level of sustainability and environmental awareness. We are also making full use of intelligent digitalization with our various operations system to further conserve energy and drastically reduce carbon footprints.
Alternative as Hotelier
如果不做酒店经营者
我可能会去做一名在路上，永不停步的旅行者，去遇见不同的人，去了解不同的文化，去探索所有我未知的一切，去丰富我的人生阅历，让我一直去思考这个世界的不同。
If fate struck me otherwise from being hotelier, I would imagine myself as a traveler or globe trotter. This would allow me to meet different people, understand and appreciate various cultures, and explore everything beyond my knowledge. As such, my life would be fully enriched with the experiences and knowledge to understand the world with all its diversities and differences.
Ultimate Dream
终极梦想
家庭对于每个人来说就是一个避风港。由于酒店从业性质的特殊性，我每次看见客户在共聚天伦的时刻，都会想起我的家人，他们为了成就我对工作的追求，也在不断的作出牺牲，所以，对我来说，与家人一起享受平淡的生活是我认为最重要的。
Everyone's life is anchored on the family. The work that I am in as hotel manager requires most of my time and efforts at the expense of my family. Having to deal with so much sacrifices, the most important thing for me is to be able to give my family the amount of quality time and attention which they so deserve.
