[她决定走上收益管理之路，竟然是因为乔布斯的一番话？]RMCC人物专访·露丹

大家好，我是露丹，毕业于荷兰斯坦登大学的酒店管理专业。2013年3月，我以收益管培生的身份加入北京王府井希尔顿酒店，这也是我职业生涯的开始。经过6个月的实习，我成为了酒店的收益分析员，并于2015年1月晋升到助理收益经理的职位。2016年初，我有幸成为烟台金海岸希尔顿酒店的收益经理。在烟台工作了两年之后，我于2017年12月加入了RMCC，负责管理东南亚区域酒店的收益。2018年间，我管理过巴厘岛希尔顿度假村，亚庇希尔顿酒店以及新加坡康莱德酒店。目前，我管理新加坡和马尔代夫伦格里岛两家康莱德酒店。

2014年，我在RMCC参加了一个为其一周的交流培训项目，并见识到了RMCC的商务智能团队是如何使用不同的工具以及数据库来支持区域收益经理的工作。这是单体酒店的收益经理无法做到的，因为他们一般每天要花好几个小时来手动做报告。商务智能团队这种不断挑战自我、精益求精的精神让区域收益经理能够拿出更多的时间专注于战略策划，市场分析和商业决策上，从而使得他们的的日常工作更有效率。

此外，相比于单体酒店，RMCC能够提供更多的收益管理培训。中心有大量的收益管理人才，因此，你总能找到可以回答/解决你的问题的人。

在RMCC，我们也能得到很多管理不同亚太地区酒店的知识和经验。无论是商务酒店、度假村、市中心、或是市郊的酒店，我们都可以在RMCC学到如何最大化它的收益。

当然，弹性的工作时间和地点也是我选择加入RMCC的原因之一。

乔布斯在斯坦福大学毕业典礼的演讲打动了我。他说：“你应该去发现自己真正喜欢的事情是什么，因为你的工作将会填满人生的一大半，期间能够真正让自己满意的唯一途径就是去做你认为的“好工作”。而确保你做的是一份“好工作”的唯一途径就是去做你喜欢的事情。”所以我觉得，我一定要去找一份我热爱的工作。

在我开始实习的5个月前，我终于找到了我的兴趣所在。当时我的学校组织了一场去德国的旅行，并参观了慕尼黑万豪酒店。酒店的收益经理给我们介绍了收益管理的有关知识和他的日常工作。他的一番话让我醍醐灌顶，收益管理真的太有趣了！收益管理就像下棋——你需要考虑你的策略以及怎样去打败你的对手。因为环境总是在不断变化，竞争对手的策略或者行动也可能完全改变你的计划——这非常有意思，同时也非常有挑战性。

与RMCC中仅负责管理客房收入的区域收益经理不同，酒店的收益经理需要负责所有与收入相关的领域 ，比如客房、餐饮、宴会收入等等。因此，他们需要参加各个部门的例会。他们需要花更多的时间参与日常运营的工作，例如预订质量检查和预订部增值销售。

此外，就像我上面提到过的，单体酒店的收益经理需要手动准备很多的报告。但在RMCC，我们的商务智能团队可以搞定这个问题。

然而，单体酒店的收益经理与酒店的销售团队的合作会更加紧密。他们可以通过与竞争对手酒店的收益经理和销售人员沟通互动以及与第三方订房网站的市场经理的会面来获得第一手的市场情报。

而且，与单体酒店的收益经理相比，有时区域收益经理与酒店团队的沟通会更具挑战性。相比于面对面的会议，区域收益经理需要通过电话会议的方式与酒店各部门沟通，在这样的情况下有时大家很难达成共识。

马尔代夫的度假酒店和其他地区度假酒店差别很大。我们的客人来自世界各地，因此需要团队对欧洲、中东、澳大利亚、美国、亚洲等不同市场和代理商都有丰富的了解和知识储备。因为管理一家酒店而获得对多个市场的了解，我觉得非常幸运。同时，这个酒店也教会了我提前计划并放眼长远策略的重要性，因为大部分马尔代夫游客会在他们旅行的半年甚至1年前就进行预定。

最有趣的，激动人心的经历就是去参观The Muraka了。这座建筑实现了现代设计与科技的完美融合，双层结构的建筑坐落于水面之下，内有一个水下的卧室、起居室和浴室。在弹性的亚克力圆屋顶包裹之下，180度的全景海底世界向你呈现。这真的太棒了。

通常来说，阅读和瑜伽能够使我放空自己，找到内心的平静。此外，我喜欢去不同的国家和城市旅行——可以借此了解当地文化，品尝当地美食，探索自然风景。我至今一共去过13个国家，但我最喜欢的还是荷兰——从2010到2012，我在那里一共生活过3年。至今我还能够清晰的回忆起美丽的郁金香、高大的风车、热情的民风和美味的奶酪。而且荷兰人民都非常的友好，谦虚，包容。我非常推荐大家去这个国家旅行。

Hello everyone, my name is Ludan. I studied Hospitality Management in the Netherlands and graduated from Stenden University. I started my career at Hilton Beijing Wangfujing as a Revenue Trainee in March 2013. After a 6-month internship, I became Revenue Analyst of that hotel and got promoted to Assistant Revenue Manager in January 2015. At the beginning of 2016, I was offered an opportunity to be the Revenue Manager of Hilton Yantai Golden Coast. After a 2-year journey in Yantai, I joined RMCC South East Asia team in December 2017. I was the CRM of Hilton Bali and Hilton Kota Kinabalu and Conrad Singapore in 2018. And I am currently managing Conrad Singapore and Conrad Maldives Rangali Island.

I had a 1-week cross training in RMCC back in 2014 during which I observed how RMCC’s BI team supported CRMs with their access to data and different tools. This is a privilege that Revenue Managers at properties could not have. They usually spend hours every day on preparing reports manually. The way the BI team keeps challenging themselves and upgrading the tools has ensured a more efficient daily workflow for CRMs, as they have more time to focus on strategy, market analysis and making commercial decisions.

There are also more Revenue Management related trainings provided in RMCC than properties. Because we have so many revenue experts in the center, we are always able to find someone to answer our questions or help to fix our problems.

In RMCC we get to gain knowledge & experience of managing hotels in different countries of around APAC. We get exposure to all sorts of different properties, whether they be a business hotel or resort, or it’s located in the city center or suburbs.

And of course, flexible working conditions is also one of the reasons that I chose to join RMCC.

Steve Jobs' commencement speech at Stanford University had encouraged me to find a job I love. He said: "you've got to find what you love. Your work is going to fill a large part of your life. And the only way to be truly satisfied is to do what you believe is great work. And the only way to do great work is to love what you do."

I finally found what I was interested at 5 months before I started my internship. Our school organized a trip to Germany. We visited the Marriot hotel in Munich during which the Revenue Director of the hotel gave an introduction about Revenue Management and what his daily work consisted of. It blew my mind. There are so many dynamics. Revenue Management is like playing chess - you need to think about your strategies and how to beat your opponents. It can be very interesting and challenging as the environment is constantly changing. Your opponents' strategies or reactions could totally change your plans.

Unlike CRMs in RMCC who are only responsible for rooms revenue, on-property Revenue Managers oversee all the revenue related areas – rooms, F&B, C&E and other revenue. Hence, they need to participate in the following meetings: HOD meetings, BD & Reservation team briefings, F&B, C&E and marketing meetings. And they need to spend more time participating in daily operational tasks such as reservations quality checks and upselling.

As previously mentioned, an on-property Revenue Manager must manually prepare countless reports, while the BI team in RMCC can take care of this.

However, on-property Revenue Managers work more closely with sales teams and they can obtain first-hand market intelligence by interacting with Revenue Managers and salespeople working for the competition as well as frequently meeting with OTA market managers.

Sometimes, CRM's communication with hotel teams can be more challenging compared with on-property Revenue Managers. Instead of being face-to-face, CRM's can only interact via the phone. This can make it difficult to reach an agreement.

Resorts in Maldives are quite different from other resorts around the world. We have guests from all over the world which request rich knowledge from the team with regards to various markets & agents in Europe, the Middle East, Australia, US, Asia, etc. I feel lucky to get to know so many different markets because of one hotel. Meanwhile it has taught me to always plan far ahead, and look at long term strategy, because most travelers book their trips 6 months or even 1 year out.

The most interesting & exciting experience would be visiting "The Muraka" - a triumph of modern design and technology, the two-level structure sits beneath the waves with an undersea bedroom, living space and bathroom. Encased beneath a resilient acrylic dome, the residence permits a 180-degree panoramic view of the ocean world surrounding it–coral garden and all. This was truly an amazing experience.

Usually reading and yoga, which help me to clear my head and find my inner peace. I also love travelling to different countries/cities – learning about various cultures, trying different food & exploring the natural environs. Having been to 13 countries now, my favorite one is The Netherlands. I had lived there for 3 years from 2010-2012. To this day I can vividly remember the beautiful tulips, tall windmills, welcoming culture and delicious cheese. Dutch people are friendly, modest and accommodating. I would recommend everyone to visit there.

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