In Shenzhen Shangri-la hotel, we are fortunate to talk with Mr. Kang like old friend, just as he believed in service concept: treat every guest as friend forever.

"Business hotel is more favorable to communicate with guests"

Compared with Shangri-la Rasa Sentosa Resort in Singapore, Shenzhen Shangri-la Hotel tends to be business hotel, which likes rapid pace of life in special economic zone. We couldn't help wondering which hotel is more handled, and what differences he felt while comparing them. But Mr. kang said breezily to us: "in my opinion, the business hotel is more favorable to communicate with guests for us, and to understand them."

"It seems that the guests lodging in business hotel are so busy that have no time to talk, but this idea is wrong. However, the modern business hotel has powerful conference function and advanced business facilities to satisfy guests to realize one-stop office of business conference, simultaneously, the guests can communicate with us at any time while the guests in resort hotel hurries to going out and travel after checking in." Then, he added, "Shenzhen Shangri-la hotel is not percentage hundred business hotel, but the guests can enjoy casual atmosphere in both lobby and executive lounge, which is Shangri-la Hotel goes after."

"We pay more attention to 20%-30% returned guests"

As a five-star hotel with foreign brand in Shenzhen, Shangri-la hotel is located at Lo Hukou port, a few distance from train station and adjacent to metro, which gives the guests who commutes between Shenzhen and Hongkong convenience. However, the current hotel in Shenzhen tends to be saturated, and many new foreign hotels also enter into Shenzhen, how Shangri-la hotel can win among many new hotels?

So, Mr. Kang gave us enlightening answer: "twenty or thirty percent of returned guests is our most concerned problem. And Shangri-la hotel has confidence in making first coming guest become repeat guest, because the hardware capacities in the new hotel will be frayed, and the guest is coming only for high-quality. So Shangri-la hotel is dedicated to making the guest feel the sense of home: comfort, convenience and satisfactory. "

"For guests we got long term support from, we will provide them valuable service first of all: such as convenience. When guests went out of Shangri-la hotel, he would be informed that it is convenient to take a taxi. And even when he came back at 3:00 in the midnight, he can find some place to have a dinner."

"I always enjoy both playing golf and working"

Mr. Kangis a golf lover (but he don't think himself as master), and likes running among aerobatic exercise, for both exercises needs more endurance and concentration. When golf is not popular, he was also biased against it, and thought it belongs to some social class, but now he praised the golf ceaselessly: "playing golf need not only coordination among hand, foot and brain, but also other uncertainty factors such as mood, weather and field. You can enjoy yourself today, but not always tomorrow. Playing golf is filled with sudden as well as working, we can enjoy the process of handing with difficulties."

"For me, it is a relax way to play golf, and I can enjoy this time with friends." Mr. Kang said, who likes making friends. It is hard to say when he hurried to course for making friends or playing.

"Hotel management details decides success"

In every guest room, there is a notice behind the bathroom door, which read: the used towel, please hang back if not need. Mr. Kang praised us for careful observation, and said proudly: "this is the social responsibility of Shangri-La Hotels and Resorts. The staff in Shangri-La has always actively taken part in environmental protection. For example, the light must be closed when nobody in the bathroom; the hotel uses paper bag as soon as possible, and let the guests to join in us to project environment. The hotel also has own plan of environmental protection, and carries out them in every respect of service. Last year, Shangri-La hotel was rated as green hotel, which was a powerful advocate of the environmental protection."

For some hotels, catering department is not main source of income, and becomes gradually unimportance. But in Shangri-la hotel, it has delicious food and reasonable price. Mr. Kang introduced for us: "our hotel especially pays attention to convenient and delicious breakfast, has the most dining-room among five-star hotels in Shenzhen, and surprises the guests with leading edge concept. So a lot of Hong Kong people would come at the weekend."

Shangri-la hotel is an official reception hotel of World University Games in 2011, about which Gan Zhengguang also expressed excitement, "we have been perfect reception ability now, and hold volunteer training for all the staff. Because Universiade attracts the eyes of the world, we have obligation to show the best of Shenzhen, which is no better platform for us."