Embracing the New Normal 欣然面对“新”常态

This is my first post in LinkedIn, and I am writing this while sitting in my living room at home. The COVID-19 epidemic has changed the travel industry significantly and while I do miss the good old days of flying to visit all our hotels in Greater China area, this is also a good opportunity for me to take a step back and reflect – reflect on what we have accomplished, where we could have done better and what will be the “new normal” in our industry going forward.

I am happy to be able to use this platform to share my thoughts and also what Marriott has done to help our associates and guests during this critical period. I am proud that we were the first in the market to roll out our cancellation policy where guests can cancel any of their booking made at any of our hotels without any penalty. In order to help our associates get back to their full-time jobs soonest, we have established the Greater China CareerCare Center (GC CCC) where we are actively pairing our associates with openings across all our hotels. Now that all of our 370+ properties in Greater China have reopened, our focus is on safety and hygiene. We have identified cleanliness champions in each hotel to drive the enhanced cleanliness protocol, in order to provide a safe environment to all our guests and associates.

I am thankful that during this very difficult time, I have the support and help from my great team and I know they have worked tirelessly to ensure that our associates and guests are well-taken care of, and also continue to provide the best service we can.

We hope that things will go back to normal soon, where people can travel and fly freely. Till that day comes, we have to continue to stay positive and persevere through this period of time. This will be over soon and when that day comes, Marriott will be ready to welcome all guests with open arms. Till then, I shall enjoy looking at my collection of airplane figurines that I collected over the years as my hobby, while looking forward to the day I am able to sit in a real plane. 

这是我在领英上的第一条分享，而此时的我正坐在家中客厅写下这段时间里的感想。新冠病毒疫情给旅游行业带来了巨变，我不禁怀念那些为拜访全国酒店而不停飞行的时光。这也是一个适合驻足思考的契机，去审视我们所取得的成果，去分析我们可以提升的业务领域，去思考酒店行业“新常态”将去向何方。

我很开心能够通过领英与大家交流，分享这段特殊期里万豪为员工和宾客所提供的支持与帮助。应对疫情可能带来的行程改变，万豪率先推出全球范围内免费取消政策，这意味着宾客可免费取消在万豪国际集团全球任一酒店的预订，作为这一举措的市场先行者我们倍感自豪。同时，为了帮助我们的员工能够尽快复工复岗，我们建立了大中华区职业关爱中心，在全国的酒店间进行人力调剂，为员工提供内部调职机会。目前，我们在中国的370多家酒店都已恢复营业，酒店的清洁与安全是我们最核心的工作。我们在每家酒店指定了清洁卫生守护者，帮助酒店进一步加强落实更高标准的清洁流程，为员工和宾客创造更加安全卫生的环境。

在这个艰难的时期里，我的团队给予了我宝贵的支持与帮助，对此我心怀感恩。我知道，他们不知疲倦地努力工作，坚持照顾好我们的员工和宾客，延续万豪一贯的服务标准。

我们希望一切能够尽快恢复如常，人们可以重新开启自由自在的旅行。在这之前，我们必须要保持积极乐观并毫不懈怠。一切将会过去，到那时，万豪的每家酒店都将张开双臂迎接宾客回归。而在这一天到来之前，我将享受欣赏眼前这些飞机模型的时光，它们是我多年的珍藏，并心怀期待早日搭乘真正的飞机再度开启旅行。