As a hospitality group with 11 properties throughout Asia and five within Shanghai, Lanson Place has truly lived up to its name by providing residential comfort and warm and attentive guest services. Let’s meet Ivan from Parkside Serviced Suites by Lanson Place, who shared some of his memorable on-the-job experiences with us.
How long have you been working at Parkside Serviced Suites by Lanson Place? What do you enjoy most working in here?
I joined the Lanson Place family as a Guest Services Manager in November 2015. At Lanson Place, we strive to offer the most personalised care and attention to our guests, from the moment of their arrival until departure. To me, I’ve enjoyed speaking with our guests, getting to know each and every one of them, so that they can feel the home comfort, make most of their staying experience and leave with the fondest memories. Internally, with an open and receptive work environment and culture, I’ve developed a close-knit and synergistic relationship with my team. We’ve become just like family.
What do you think is the biggest difference between Lanson Place and other serviced apartment operators?
We want to make our guests feel at ease, just like they are at home. Instead of checking in at stand-up registration counters, we offer in-room check in. They can sit back in the sofa and make themselves comfortable. Over time as we build trust and become friends with them, we can even exchange WeChat contacts, and through that, we're able to offer our personalized attention and services. Hospitality comes even more naturally. We greet them by names and welcome them back each time they return. We hope to make each stay a memorable experience and build a long-lasting relationship with our guests.
Can you share with us an interesting story?
We met a wonderful couple from the U.S, Alvin and Kristie, who stayed with us for a year at the Parkside Serviced Suites by Lanson Place. They are very nice people, and it was a pleasure hosting them. On the day before they returned to the States, we prepared a small gift as a token of appreciation, a Chinese water portrait painting of them in front of a Shanghai skyline backdrop. The guests were both amazed and surprised by our gift and mentioned they'll remember us and their experience in Shanghai. I believe this is what we hope to create at Lanson Place, a lifetime of friendship with our guests.
What does guest service mean to you?
Having worked in several guest service roles previously in other hotel and service apartment groups, to me, guest service is about treating guests as our own family and serving them whole-heartedly. Always be ready to anticipate guests’ needs and respond in a timely manner. Lanson Place embraces a "lively living" service concept – the freedom to immerse in a foreign culture begins with a sense of comfort, and I totally agree with it. It takes time to adapt to living in a new environment, and we understand that it could be quite challenging too. That is why we take care of our guests’ accommodations, guide them around the neighbourhood, assist them with transportation, dining and entertainment needs etc. We organize regular resident activities and create a community that they can fully relax, enjoy, bond with each other and blend in with the local culture.
What are some of the nearby dining/ entertainment recommendations you'd suggest to your guests and our readers?
I’d recommend trying the old Shanghainese snacks that are sold in the traditional alleys (弄堂). Recently I’ve brought one of our guests to Zhaozhou Lu for some spicy shredded pork noodles, and he loved it.
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