[高级区域收益经理中有自己的篮球队的人，可能只有他了]RMCC人物专访·Allen

Why choose to join RMCC?

First, I wanted to come back to live and work in China, as China has been growing at an exponential pace. The added benefit of continuing to work within Hilton made this a very easy choice for me. My previous experience working in RMCC Dallas assured me that this was a great opportunity and position to be working in, especially thanks to the team member focused atmosphere of the RMCC. The great office environment, dynamic business (huge growth and growth potential of the center) as well as the young team made this an even more attractive position. 

As an SCRM Team lead,

what’s your current job scope?

Currently, I am managing a team of 9 CRMs, with a diverse range of personalities and skillsets, which makes this both an interesting and challenging role. Most of the hotels under my team members are in Southeast Asia, but members of my team actually manage hotels in all four regions of APAC (SEA, GCM, AUS, and JKM) which gives me the opportunity to see and interact with a wider scope of business trends across the entire APAC region.

What’s the difference between working in a hotel and working in RMCC?

While working on a property, the day to day things tend to get in the way of this, whether that is dealing with guest complaints or other such distractions, although it was a valuable experience to understand the struggles of the front line. But in RMCC, thanks to this reduction in distractions, we can spend more quality time on analysis, and thus provide more objective guidance to our hotel teams.

In addition, the entire office works in Revenue Management. In this environment we can leverage best practices and share information amongst like-minded people, thus adding value throughout the cycle for our hotels. Having this revenue focus, along with my hotel experience, helps myself and my team to approach problems from multiple angles, and truly maximize the revenue of our hotels.

Last but not least, the working environment in RMCC is also much more flexible, as we enjoy more flexible working hours and flexible working locations.

What role will the SCRM play during a hotel boarding visit compared to CRM? Could you share one of your boarding visit experiences with us?

As an SCRM, we usually play a supporting role – which is to help CRMs in building strong relationships with their hotel General Managers, Commercial Directors and operations team. We can help CRMs see things from a wider perspective, as well as help serve as a communication bridge for those CRMs with less hotel property experience. If some CRMs are less outgoing, or shy, we can step up and help keep both parties engaged during the boarding visits.

Overall the importance of our support is to lend help to the CRMs in any way that they need it, as well as provide the full support of our center to each hotel.

One of our hotels has changed CRMs quite frequently, and understandably they were not happy to change again. Over the last 3 years, they’ve changed CRMs 5 times for different reasons. The current CRM seemed nervous prior to their boarding visit, as the hotel had high expectations. I was able to help the GM understand why we changed CRMs, as well as to help maintain a strong working relationship with RMCC. This did not end here though, I also helped the CRM to better understand the hotel’s market insights and trends throughout the trip. Helping as a bridge between both sides made this visit a success - the GM and CD were excited to welcome us for a return trip to host a workshop based on our shared learnings.

I know you really like playing basketball.

When did you start?

I started playing basketball in elementary school as a result of watching the《SlamDunk》, an Anime series about basketball. Back then this show was quite a hit across China. In my spare time, playing basketball is a top priority, as it truly is a passion of mine. During our most recent Su Di Day, I also introduced this as a project in line with our “Thrive@Hilton” initiatives and it would be great for our team members to help them be more active and stay healthy.

Last question. I know you have lost a lot of weight recently. Any secret tips to share?

The key to my success was maintaining a healthy diet, strict self-discipline in controlling my meals and a rigorous exercise regimen. Welcome to join the business of losing weight!