罗卡森：邂逅相遇，适我愿兮
撰文/许晓旋 Written by Zoe
人物档案/Profile
罗卡森
海南雅居乐莱佛士酒店总经理
Robert Cousins
General Manager of Raffles Hainan
穿越经纬，寻得良木，觅得佳缘
来自加拿大的罗卡森拥有将近20年的酒店管理的经验，先后在加拿大、美国夏威夷酒店任职，后在上司引荐下辗转穿越国度来到中国酒店业扎根发展。在这片东方土壤上，他邂逅了几乎一切的美好，事业的坦途和爱情的美满，可谓是人生赢家了。
《中国饭店》：您先后在不同酒店就职过，您印象最深、感情最深厚的是哪家呢？有哪些深刻的经历可以分享吗？
罗卡森：我先后在费尔蒙露易丝湖城堡酒店，费尔蒙温哥华酒店，毛伊凯拉尼费尔蒙酒店，上海和平饭店和海南雅居乐莱佛士酒店任职。这些酒店于我皆是意义非常，也各具风韵。露易丝湖城堡酒店风景如画，温哥华酒店则是历史感满满，毛伊凯拉尼酒店是夏威夷的度假天堂，和平饭店则是无可厚非的“世界经典”。然而最触动我心扉的还是海南莱佛士酒店，坐拥清水湾“会唱歌”的纯美白沙滩与无敌海景，客房宽敞又现代感十足，在三亚的酒店中独树一帜。而这里，就是我梦想停驻的地方。
《中国饭店》：为何会选择到中国来继续您的事业？相信这是个重大转折点，对您的人生意味着什么？
罗卡森：远赴中国工作不只是我事业的转折点，对我的人生也意义重大。在夏威夷毛伊时承蒙领导的信任和推荐，我得到了前往中国上海和平饭店工作的橄榄枝，对于未来的旅程感激兴奋之余也有些许紧张。但勇于探索和对职业的不舍追求让我再次踏上了漫漫的异国之旅，而沿途走来，幸福感倍增，尤其是遇到了人生挚爱并携手与共。在上海的第八个月我在一次社交聚会上邂逅了来自广西的她，怦然心动间与她交谈，惊喜发现她亦能讲英语，于是恋爱之旅就这么展开了。现在已结婚两年，与我一同栖居海南。所以来中国的这个决定十分明智，也书写了我美丽的爱情。
成就自我，邂逅人生之盛夏
阳光，沙滩，海浪……海南似乎长夏无冬的美丽风光迷住了这双碧眼，罗卡森在海南雅居乐莱佛士一边用心耕耘一边享受着来自大自然的馈赠。来自高纬度地区的他，在莱佛士也邂逅了人生盛夏里的伊甸园。
《中国饭店》：在您的带领下，莱佛士取得不少成就，包括举行了许多盛事以及获得了携程旅行口碑榜颁发的最佳奢华酒店奖，您自己也获得了年度二十大酒店经理人。在这些成就里，您最引以为傲的是哪个呢？
罗卡森：莱佛士酒店一直以来受到行业内的嘉奖和褒扬，最近以其优质的服务在雅高酒店集团4000多家酒店中脱颖而出，获得了Sparkle Award 这个含金量颇高的大奖，实在令人欢欣雀跃。对于我来说，更触动心弦的不在于个人的成就高低，而是莱佛士的全体员工的辛勤付出得到了认可。员工与酒店彼此进步，彼此成就，这就是莱佛士成功的秘诀之一。源自新加坡，莱佛士这个奢华酒店品牌在世界范围内只有11家酒店，每一家都有独出心裁的定位，但无一不贯穿着莱佛士的文化和价值。而优质的服务文化是我们每一个员工的不懈追求。
返璞归真，遇见纯粹
如郑板桥题书斋联曰：“删繁就简三秋树,领异标新二月花”，罗卡森认为酒店服务的真谛可归为“真诚”二字，而真实的简单往往才能以少胜多，触动你我。而服务创新应敢于自辟新路，似二月花，一花引来百花开。
《中国饭店》：简单将是2017年高端旅游的一大流行词，莱佛士酒店“简单”在这个理念上有没有什么具体体现呢？
罗卡森：在酒店行业，简单这个词是一种旨在删繁就简，但却始终打动人心的概念。例如在餐饮方面，莱佛士提供的是最新鲜和地道的食材，不过度烹煮，只为让顾客感受“天然去雕饰”的真实感，打造“舌尖邂逅最真实美味”的体验。除此之外，在顾客服务上我始终坚持服务的基本即是服务的真谛——往往最动人的是发自内心的一个微笑，或者一个眼神交流，简单的真诚源自内心无需培训。
《中国饭店》：现在非标酒店纷纷崛起，以莱佛士为代表的传统奢华酒店，未来的发展方向是怎样的呢？
罗卡森：传统奢华酒店已经开始重新定义奢华，许多已经开始迈向精品酒店领域，并专注个人化定制体验。酒店的设计越来越多地融入个性化和故事性的元素，而且原创性成了未来发展的一大方向。此外，“民以食为天”，酒店餐饮方面也必然成为深耕的重点之一，那么势必要推陈出新，将餐饮这个噱头打造成“目的地之中的目的地”，才能真正吸引客户，提高用户忠诚度。
AN ENCOUNTER WITH YOU
Robert Cousins is a highly motivated leader that has developed an extensive understanding of luxury hotel operations, totally committed to driving business results and quality in the service experience. Focused on building culture and a positive work environment that drives success through support, recognition, engagement and earning the right to hold people accountable.When it comes to Robert’s favorite hotels that he has worked so far, he goes for Raffles Hainan where he took over his first general manager position. Boasting brilliant Sanya scenery including sunshine, beaches and the garden of the hotel, especially “the beach that sings”, Raffles is so intoxicating for him to stay. Additionally, moving to China was clearly the most significant turning point not just for his career but for his personal life. He ended up meeting his other half in Shanghai, and eventually happily married.
Under the guidance of Robert, Raffles has received many awards and all sorts of recognition and he himself has also been awarded as one of the Best Hotel Managers. However, he puts service quality beyond everything. “Be thoughtful and genuine” is his service belief, which is among the core value of service of Raffles such as a beautiful smile and great eye contact to personally engage with guests and build a relationship.
Talking about the future of traditional luxury hotels like Raffles Hainan, Robert reckoned that luxury hotels are becoming more boutique and bespoke and in some respects focusing on tried and tested service culture blended with the benefits of our digital age. . Focusing more on the individual guests, hoteliers tend to provide a private and personalized atmosphere and environment that an overwhelming large property cannot. On the other side, food and beverage is also a highlight. The industry is now really taking a much deeper focus food and beverage concept in hotels. It’s now about opening a destination within a destination, which is a good way to differentiate a hotel from the rest of the market.
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