Hotel Overview

1. Core Values
Integrity, dedication, gratitude, and reciprocity.
Providing quality service that exceeds guests’ expectations and delivers delightful surprises.
2. Team spirit
Dedication, collaboration, innovation, and efficiency;
3. Management Guidelines
Unify thinking, unify understanding, unify command, and unify action.
4. Service Philosophy
In the blink of an eye, welcoming and seeing off guests—both refined and graceful, truly supreme.
Virtue arises from within; propriety manifests outwardly—our service to all stems from the heart.

Eighteen Guidelines and Advice on Hotel Management and Service Philosophy
1. The most important word is not “I,” but “we.”
2. All work results will not appear as expected, but rather during inspection.
3. Maintain professional sensitivity in all settings and at all tasks, and demonstrate timely and effective responses.
4. Work difficulties should never be used as an excuse to evade or shirk responsibility; they must be faced and addressed squarely. It’s the easiest thing in the world to find excuses for yourself—yet this habit can become addictive and ultimately erode both your body and mind.
5. Any instruction, task, requirement, idea—even a dream—must be realized through swift follow-up. Taking immediate action demonstrates everything related to your work capabilities and personal qualities. Procrastination is nothing but self-indulgence.
6. Only numbers are perfect. Learn to use mathematical and logical relationships to measure and guide our work—whether it’s business-related or administrative—and you’ll find a solid foundation for analyzing and solving problems.
7. All systems and procedures are merely formalities unless they are backed by the full commitment, flexibility, and unwavering dedication of all members—just as in jungle warfare, where everyone goes all out. Otherwise, they remain nothing more than mere systems and procedures.
8. Our products are non-replicable, non-storable, and cannot be reproduced on an expanded scale. We must make every inch of space generate and yield revenue on a daily basis, and pay close attention to systematically planning, designing, and packaging our products in a well-organized manner.
9. Even if our environmental conditions offer no advantages compared to those of our peers, please continue to cherish the daily companionship and shared experiences we have with them. You’re free to leave—but if you choose to stay, you must understand that the responsibility we bear is not one of complaining or passively observing. Rather, it’s about finding every possible way to make our environment even more radiant and highlight its unique characteristics.
10. Guests pay the price; we deliver the value. Every day, we must reflect on whether our work has exceeded guests’ expectations and left them pleasantly surprised.
11. Simply adapting to and satisfying guests’ consumption needs is not enough; the only surefire rule for successful marketing is to find ways to guide and create guests’ latent consumption desires.
12. We should be grateful for guests’ feedback and complaints—these are precisely the areas where our work needs improvement but which we haven’t yet identified, or perhaps have become accustomed to taking for granted. Maintaining consistently high-quality service is the responsibility of every department and every employee.
13. Employees’ attitudes and potential are far more important than their experience and seniority. Continuously identifying, mentoring, training, and empowering future successors is one of our core missions.
14. Ensuring that every frontline employee understands, comprehends, participates in, and wholeheartedly commits to the organization’s management and operational goals is the ultimate driving force behind their effective implementation. Employees are far more passionate and intelligent than we might imagine, and they harbor a strong desire for innovation and development.
15. Mutual support and coordination among departments and positions are the foundation for ensuring the successful completion of every work task. We must break down our work plans into the smallest possible collaborative units and always be prepared to respond promptly to unexpected situations.
16. Anything can be improved, enhanced, and refined—and we must remain steadfast, engage in continuous cycles of improvement, and strive for endless progress. For individuals especially, it’s crucial to focus on updating our knowledge in the context of the new economic and technological era, and to make every effort to break free from the most common pitfalls in this industry: self-importance, boastfulness, and adherence to outdated practices.
17. We must plan and manage our time effectively. Time is a cost—a precious, non-renewable resource that no luxury can ever match. We simply cannot afford to waste it, let alone squander it recklessly. At the same time, time is also the greatest adversary we must confront and take seriously.
18. Let’s reiterate once again: At all times, in all settings, and under all circumstances, as hotel professionals, we must always keep in mind that the most important word is not “I,” but “we.” This industry calls upon us to humbly serve our guests together, creating boundless value and joyful experiences for them. Yet at the same time, there’s no doubt that this very industry has also nurtured the greatest spirit of dedication among all professions! — Let’s take pride in ourselves!