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Introductiontotheinterviewee：受访问者简介：En-weiLien，GuestRelationsManageratTheRegentBeijing.GrewupinTaiwanandcompletedaMastersinHotelManagementatNewYorkUniversityin2001.HethenworkedinNewYorkCityfortheWaIdorfAstoria，theNewYorkPalaceandtheMarkforfiveyearsasaguestroomqualityoperator.060IllmlBfltApril200InterviewBilingualTime：WhydidyouchoosetoworkfortheRegent?En.weiLien：IvisitedafewRegentHo-telsworldwideandIalwayswantedtofindoutthesecretofhowtheyhavebecomeoneofthebesthotelgroups.IcametoBeijingvisitingfriendsinearly2006andsawTheRegentBeijingunderconstruction.AtthattimeItoldmyself,thisisachancenottobepassedup：tomovetoBeijingandworkinoneoftheworld。sbesthotels.BilingualTime：WhatisthebestthingaboutworkingattheRegent7En.weiLien：Thebestthingaboutwork.ingatTheRegentBeijingisthatevery—oneundertheroofhasthesamegoaltobecomethebest.Wesimplywanttoo仟erthebestserviceandshowthatwehavethebestproductinBeijing.BilingualTime：Whatareyourever＞,-daytasks?En.weiLien：1workwithateamof40wonderfulpeoplechargedwithtakingcareofeachguests。arrivalanddepar—tureexperience.Wecreatethefirstim—pression；whetheratBeijingAirportorlustoutsideofthehotel.AndwealwaysfinishupwithawarmfarewelItoseeallguestsoff.Westartthedaybybrief-ingallcolleaguesaboutwhoiscoming，leavingandremainingatthehotel.Ourmeetingfocusesonasmuchdetailaspossible：wemightevenmentionwhichsideofthebedaguestlikestosleepon，orthatoneofourguest'sdaughtersishavingabirthdaypartyatT.G.I.Fridays.BilingualTime：Doyouenjoyyourwork7En—weiLien：ItrulyenjoyworkingatTheRegentand1wanttomakesureeveryoneishavingasmuchfunaspos—sible.ThebestpartisseeingguestsIeavethehotelwithawarmsmile.ItisatthatmomentIknowwecreatedatrulywonderfuIRegentExperience.Andthatissomethingthattheycannotgetany—whereotherthanwithus.BilingualTime：HowmustsomeoneinyourpositionintheRegentbehave?En—weiLien：Igobytheoldadagethat”theguestisalwaysright”.EventhoughsometimesIknowtheymaynotbe100％correct，1willstillputmy—selfintheirshoestounderstandtheirperspective.Thebottomlineisthatthemoment1walkoutintotheIobb~Iamonstage.Myperformanceisabsolutelyanact，butImustshowgenuineconcernforeachofmyguestsandcolleagues.BilingualTime：AttheRegent,what心themostluxuriousthingofall?En—weiLien：It’sthecombinationofeverything.Butifyouwantmetonameone，1wouldsay”agroupofcaringpeo—pie”.[]l