Интервью с генеральным директором отеля «Courtyard by Marriott Irkutsk City Centre » Вольфгангом Коллером

Кафедра иностранных языков для специальных целей активно взаимодействует с работодателями. Студентка пятого курса, обучающаяся по специальности «Социально-культурный сервис и туризм» Анна Гуревич провела интервью с генеральным директором отеля «Courtyard by Marriott Irkutsk City Centre » Вольфгангом Коллером.

“IRKUTSK is a city of highly motivated and educated people”, says Mr. Wolfgang Koller. The interview was conducted by Ann Gurevich, a fifth year student of the Social Sciences Faculty of Irkutsk State Linguistic University with CEO of “The Courtyard by Marriott Irkutsk City Center”.

Ann: The hotel opening became one of the most remarkable events for Irkutsk. Could you please tell us about the organization, please?

Mr. Wolfgang Koller: Our hotel “The Courtyard by Marriott Irkutsk City Center» was opened in November, 1, 2011. The Courtyard by Marriott Irkutsk City Center is the first Courtyard by Marriott opened to the east of Ural and the first International hotel chain opened up in Irkutsk.

The Hotel is nicely located downtown, next to the famous Kirov Square and in close proximity to international corporations and universities of Irkutsk.

The Courtyard by Marriott Irkutsk City Center boasts 208 stylish and sophisticated guestrooms, featuring ergonomic work areas and flat screen televisions. The hotel’s lobby evokes positive contemporary feelings and gives guests the space and functionality to both work and socialize with a variety of flexible seating options as well as complimentary wireless internet.

Guests will enjoy a nice business lunch or dinner in the “Mesto Vstrechi” restaurant which offers guests local specialties as well as international cuisine. Additionally the restaurant offers a private dining space for special occasions.

The hotel holds a total of 396 sq.m of conference & banqueting space. It offers 5 state of the art conference rooms, 2 of which can be turned into a 306 sq.m ballroom perfect for weddings, larger banqueting events and car launches. Modern AV equipment such as LCD’s, Microphones and Speakers are available.
In addition, we are proud to offer individual wedding planner projects and execute your special day at the Courtyard by Marriott Irkutsk City Center.

The hotel offers rooms various in size and type (deluxe and suite rooms). For more details visit www.courtyardirkutsk.ru
The Courtyard by Marriott Irkutsk City Center, along with more than 3,500 Marriott-affiliated hotels worldwide, participate in Marriott Rewards & Preference Plus, the guest and conference reward program that allows its more than 30 million members to earn points or airline miles for each dollar spent during each stay and / or conference and event held at the particular hotel.

Ann: As a tourism industry student, I am interested in the way you train your staff. Could you explain whether there are any training programs? What are the programs, if any, based on? How much time does the training process take?

Mr. Wolfgang Koller: Training is one of the key elements of our company as well as the key to success. There are general training courses (which might pertain to most of the associates) and also there are job specific training programs. Training is very time consuming and it never stops as long somebody is working for the company.

Ann: Where do you employ the staff – in Irkutsk or you take on trained professionals from particular companies and offices?

Mr. Wolfgang Koller: I am glad to have found the majority of our associates in Irkutsk. In my opinion Irkutsk has many highly motivated and educated people.

Ann: Our region is of great tourism potential, isn’t it? Do you think there are some education problems in the service sector?

Mr. Wolfgang Koller: Let me answer the first part of your question: Yes, the region - Baikal region has a great tourism potential. However, to be a successful and competitive destination, the service infrastructure must be improved to a greater extent. And also the marketing of Lake Baikal needs to be properly implemented. “Lake Baikal” has to become a brand!!! As a consolidated effort we would be able to promote this brand within our channels. But until today I am not even aware of, what fond (or logo) to use when writing / using “Lake Baikal”.

In regards to education in the service sector I would like to mention the fact that having arrived in Irkutsk I was positively surprised by the number of universities teaching in the service sector. So, there is an excellent base in Irkutsk and I do not consider it a problem. And as I said before, Irkutsk has so many great people and met many great people over the past months. As managers we should ask ourselves if we do enough to develop such great talents.

Ann: When you come to another hotel what aspects of service you pay attention to?

Mr. Wolfgang Koller: Hotel business is a “service business’. This means the associates employed should really like to work in the hospitality industry. In other words, they should think it to be ‘their cup of tea’. One’s property might be old, but it is not the reason for NOT receiving a good service.

Ann: What should be done for hospitality industry personnel to finally realize that “customer is always right”?

Mr. Wolfgang Koller: As for the hotels in Irkutsk I would not like to comment it on. But in general I would like to say that as managers we are in the leading position and able to set / drive the company standards. And our associates are the mirror of our management.

Алина Родкина
Начальник информационно - аналитического отдела Иркутский государственный лингвистический университет
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