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Where customer is KING

By Qiu Yijiao (China Daily)
Updated: 2009-08-22 14:19

He recounts the time there was a a phone call from a Chinese lady who wanted to buy and deliver a birthday cake to her friend in Japan in two days. Without even asking for a deposit, the hotel staff immediately contacted a local acquaintance and sent the present in time.

Lu is proud of the story. He selects some of the best hotel workers based on guest recommendations and honors them with the title "Brand Star", entitling them to bonuses, training programs and promotions.

At the same time, Lu tries to soften the hierarchical structure by involving his staff in the decision-making process. The hotel's new slogan, "Sincere care brings closer relations, quality services create memorable experiences," is an idea aimed at staff at all levels.

He also tries to cultivate a fun working environment. After the regular morning meeting, Lu often joins his staff in singing several pop songs, without regard to whether he is off key and likely to be laughed at. "I want everyone to start the day in a happy mood," he says.

Compared with his previous positions, Lu says his current one carries more pressure. As an independent hotel, Chang Fu Gong poses a challenge to Lu, as he has always worked in corporate hotels.

"I only have to be an excellent executor in a corporate environment, but now I have full responsibility - from first draft of a proposal to final evaluation and implementation."

But this also allows Lu to be more sensitive to his guests' needs. For example, during a business trip to Japan, he noted down the patterns of traditional Japanese costumes and then designed the uniforms for chefs in the hotel's Japanese restaurant.

At the same time, he is also bringing in more Chinese elements into the hotel. He has ordered paintings in the style of the Yuan Dynasty (1271-1368) to be hung in each room and gets his reception staff to embellish their uniforms with red roses.

"As an international hotel in Beijing, Chang Fu Gong should serve as a window, presenting Chinese culture in a simple but elegant way. "

His efforts have paid off. The current and former prime minister of Japan, Taro Aso and Yasuo Fukuda, all stayed in Chang Fu Gong during their visits to China. And during the 2008 Beijing Olympic Games, Japanese athletes felt totally at home here and presented a tree as a gift to the hotel.

While Lu spends much of his time in the hotel, he makes it a point to accompany his wife to the supermarket every week. Since his work often keeps him indoors, he takes every chance to walk, even when he is in a business suit.

"I think, in general, I am conservative and introverted, but I like creative ideas in my work. The hotel industry is a good fit for me."

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