Bringing International Expertise To Westin Shenzhen Nanshan

Originally from New Zealand, Lance J. Ourednik, the general manager of the Westin Shenzhen Nanshan, is a 30-year veteran of the hospitality industry. He has worked in New Zealand, Australia, Malaysia, and has almost 13 years of working experience in China.

You have over 10 years of working experience in China, and you have worked in various Sheratons in key cities including Beijing, Guilin, and Xiamen. What changes have you seen in the hotel industry in China over those ten years?
I have been working in the Asian hospitality industry for 15 years and have spent 13 years in China including time in Beijing, Guilin, Xiamen and Shenzhen. I have witnessed the development of the Chinese hospitality industry, which has seen rapid and obvious changes over the past few years. In 1995 when I worked in the food and beverage department of The Great Wall Sheraton Hotel Beijing most of the hotel guests of the hotel were from foreign countries due to reasons such as language and eating habits. After 15 years, 60%-70% of the hotel's guests are local Chinese and Asians from India, Malaysia, and Thailand. This has much to do with the improvement of China's political, economic, and diplomatic status in the world.

Please tell us about The Westin Shenzhen Nanshan.
Westin is a lifestyle brand with a presence in upper-scale markets in 30 countries. Each Westin hotel can bring guests an experience wholly unlike anything else. Westin often impresses guests with its unique lighting, music, white tea fragrance, and plants. It has introduced the Heavenly Bed and Heavenly Bath to guests, as well as a retail program that is valued at millions of dollars. Westin is the first brand worldwide to adopt an indoor spa inside guestrooms , and it was also the first smoke-free brand in North America. Guests can relax with the WestinWORKOUT powered by Reebok. The whole new Westin SuperFoods menu cultivates "food synergy", helping keep guests' health with nutritious food.

It is a common perception that U.S. branding means standardized products. What are your views on this? How does The Westin Shenzhen Nanshan balance standardization and local characteristics?
Providing a comfortable, cozy environment to our guests is each Westin hotel's commitment. Westin special services include the Heavenly Bed, Heavenly Spa, and WestinWORKOUT, and the Heavenly Bed is quite popular in our guests. Up to now, Westin has sold more than 10,000 Heavenly Beds, and The Westin Shenzhen Nanshan has sold four of them. Apart from these services of the Westin brand, we also have something that shows the characteristics of Shenzhen, such as the unique interior design and themes that can integrate with local culture. We have no space with a large area, as we hope to create an intimate, comfortable, personal environment for guests.

As the first Westin brand hotel in Shenzhen, what is the market position of your hotel? How are you planning to extend your customer base?
Our target guests are business travelers, therefore we value MICE market very much. In addition to the comfortable environment and personal, instinctive service, we are also aware of the importance of service value, giving our guests every cent's worth for their money.

What is your view of the competition in Shenzhen? As a five- star hotel, what revenue streams can the Westin generate in addition to room nights?
Shenzhen now has many five-star hotels but still has huge potential for development. Besides the value and quality of our service, we have a natural advantage: which is the location. The Westin Shenzhen Nanshan is adjacent to one of Shenzhen's most upscale plaza shopping centers, Yitian Holiday Plaza. Guests can enjoy shopping during their comfortable stay in the hotel.

MICE is well accepted as a new profit generator in the hospitality industry in China. What are your thoughts on using MICE to enhance profitability? What percentage of your total revenue does MICE represent?
MICE is quite important for our hotel. We have perfect meeting facilities and personalized services, and I believe The Westin Shenzhen Nanshan will see great development in the MICE sector. Currently Chinese guests and foreign guests each account for 50% of the hotel's total guest sources.

What are your plans for expanding the MICE market in 2010?
We have perfect banquet facilities and meeting facilities that can meet the demands for both business meetings and large- and small-scale wedding ceremonies. In 2010 we will focus on these two aspects. This will go with the Starwood Preferred Guest program that offers extraordinary experiences, rewards and recognition to loyal guests.

Moreover, the hotel will provide more dining choices to guests in 2010, including the opening of the rooftop restaurant in May.