Operation and Management
The Jinling Hotel Nanjing has invested heavily in
upgrading and renovating guest rooms, restaurants, facilities system, IT system
and the public area, striving to create a comfortable, elegant and cozy
atmosphere for business guests. The hotel has taken the lead in the industry to
carry forward the information technology strategy plan and to improve the
traditional hospitality industry through improved information technology
techniques. The Jinling Central Reservation System is the first hotel
reservation system granted independent intellectual property rights in China,
and its logistics system has becomes the model of e-purchasing in the Chinese
hotel industry.
To cope with changes in the
economic environment, intensifying market competition and the construction of
the Jinling expansion project, the company has made efforts to adjust its
product structure and mode of operation and to broaden sales channels, tap
potential, and increase income and reduce expenditures to implement refined
management; it has also worked to integrate internal and external high-quality
resources and to enhance capability in product research and development as well
as in service design, and thereby has helped further strengthened its market share; it has
comprehensively upgraded the “Jinling Marketing System,” and the number of
reservations passing through the system accounts for 78% of total reservations;
the company also has global reservation agreements with hundreds of Global 500
companies’ offices in Nanjing, and has established a strategic partnership with
Pegasus, Expedia, HRS, and Priceline to achieve a “seamless connection” between
the Jinling reservation system and the GDS; the company cooperates with Asia
Miles, China Merchants Bank and airline companies and other diversified
companies to share loyal high-end customers and to further expand influence
within the international marketplace; it has intensified its
innovations in dining operations and taken the initiative in setting up a food
research and development center, released 30-40 innovative dishes every month,
and explored the culinary cultures of different locales; the company has
improved added value and made continuous strides towards high level and
ecology.
Its continuous innovation continues to boost the
Jinling brand and reputation. In 2012 the Jinling Hotel Nanjing realized room
and F & B revenue of 0.25 billion RMB, which increased by 8% and 11%,
respectively, and has continued to rank first as it has for 29 years in the
hotel industry of Jiangsu province. The percentage of business guests stays
above 97%, and that of long-stay guests has reached 62%, and there are now over
80,000 Jinling Elite Members.
Service Innovation
The company highly values quality improvement and
strives for perfection. It promotes the service philosophy of “guest-oriented
and the pursuit of perfection and attention to connotation development and
cultural innovation which promote the transformation from “quality management”
to “quality operation” and help Jinling take the lead in the hospitality
industry to create the “Golden Touch of Jinling Hospitality 4-8-32” quality
management pattern. The “Golden touch of Jinling hospitality” integrates international
standards, and incorporates Chinese culture and features local characteristics.
The detailed implementation of this pattern ensures professional and systematic
management, and high service quality of Jinling member hotels.
In 2012, the company successfully passed the five-star
re-evaluation and was highly praised by officials of the national star-rating
board and the tourism authority. The Evaluation Group pointed out that the
Jinling Hotel Nanjing had maintained a good image of a national Chinese brand,
and it has taken the lead on competent and modern management and quality
operation within China’s tourism industry, and to some extent has become the
origin of General Managers of five-star hotels in China.
On September 20, 2011, the company won theChina’s Quality
Award prize, and was the only recipient from the hospitality industry. It is
the only award inChina’s
quality management sector issued by the central government department, and was awarded
by the General Administration of Quality Supervision, Inspection and Quarantine
and the State-owned Assets Supervision and Administration Commission of the
State Council in accordance with 16 standards including brand strategy,
operational performance, management level, self-renovation and social
responsibility. 1200 companies participated in the verification, and 200 of
which were selected as candidates after a severe, step-by-step audit. The
leadership group carefully named 100 enterprises as “Pioneer Enterprise on
Quality Management.” Finally, 5 which had performed extremely well in the areas
of quality management, operational performance and social responsibility, and
whose product (service) quality has attained the level of quality present in
the top institutions of developed countries, were selected as “Models.” The
award is intended to encourage and honor the guiding role that model brands
play, foster groups of excellent enterprises, and promote the international
competitiveness and overall management level of Chinese enterprises.
On September 27, 2011, theChina’s State Council convened the Quality
Work Symposium. President Li Jianwei of the Jinling Hotel Corporation, the only
representative of the hospitality industry, described the philosophy and
practice of innovative quality management. Vice Premier Wang Qishan and other members
of the central leadership all spoke highly of it.
The company has created nine supporting systems
including brand operation, quality management, marketing and central purchasing,
improved-quality early-warning mechanisms, operational quality evaluation
system, emergency response mechanism, and enhanced overall levels of
performance and management. The company also led the industry in successfully receiving
ISO9001, ISO14001, and OHSAS18001 certifications. It has set up a service
quality supervision center, established a quality management liability system,
adopted the three-level (general manager, duty manager and department manager)
inspection system, elicited hotel experts’ and specially-invited guests’ public
and private investigation, begun monthly service quality seminars, and GRO asks
for guests’ opinions and replies to guests’ comments promptly. The multi-level
quality monitoring and assessment system and effective communication, feedback
and improvement system facilitate continuous enhancement of service quality.
The company is committed to forging the “Jinling
Lifestyle,” and is constantly innovating in product connotation, attention to the
details involved in superior service, integration of humanized design, refined
management and gracious service in the hotel operation, promoting the “guest-oriented”
and “cherish every chance to serve” service philosophies, institute its
Concierge and Butler services, “Sweet Dreams at Jinling” promotion, provide meeting
consultant, sommelier, and Jinling ordering guide services, and Jinling banquet
designer and other value-added services. In 2011, according to the Customer
Satisfaction Index (CSI) issued by the Quality Management Association of
Jiangsu Province, the CSI of Jinling Hotel Nanjing was 96.56%, customer loyalty
degree 99.50% and corporate image index 96.93%, all of which are foremost in
the industry.