郑
志雯（Sonia Cheng）跟帕里斯•希尔顿（Paris Hilton）绝不可同日而语，29岁的她不单是新世界酒店集团（New World Hospitality）创始人郑裕彤（Cheng Yu-tung）的孙女，还是一名辞锋锐利的哈佛毕业生。
New World Hotels
郑志雯
作为新近获得任命的新世界酒店集团执行副主席，郑志雯将负责管理该集团耗资11亿美元的大中华地区扩张计划。她说，我们会尽力提高自身在目标市场的竞争力，同时指出，公司的目标是在未来五年当中在中国开发40个酒店项目--其中有20个已经投入建设。新世界酒店集团原名新世界酒店管理有限公司（New World Hotel Management, Ltd.），新近才改用现名，是新世界中国地产有限公司（New World China Land Ltd）的一个分支，目前在中国拥有8家酒店。
郑志雯不是那种会忘记传统的人，不过，现在的豪华酒店一方面具有一些她希望能够舍弃的老做派，另一方面又染上了一些她认为无法持久的新习气。下面就是她的一些个人意见，你不妨读一读，看看是不是与你心有戚戚：
1. 服务过度（在你不需要服务的时候）：郑志雯说，现在的行李员经常都是在给客人添乱，而不是帮助客人。她问道，现在的商务旅客往往只带着一个手提的公文箱，难道我们还需要让他们先去房间里等着，然后再让行李员把行李送上去吗？
2. 服务太少（在你需要服务的时候）：郑志雯问道，我付房费的同时，前台服务员为什么不能给我叫辆去机场的车呢？为什么我非得去找门童安排这件事情呢？酒店的传统分工制度往往会导致客人的住店体验不那么完美无瑕。
3. 过度装潢：郑志雯如是问道，我们都知道看书不能光看封面，可是，看酒店的时候，人们为什么那么容易受装潢设计的欺骗呢？在她看来，太注重装潢设计的酒店可能会只顾着弄噱头，服务却跟不上。她希望，或迟或早，客人们能够懂得审视酒店外观之下的服务内容。
4. 没用的床罩：郑志雯说，每次入住酒店的时候，她做的第一件事情就是把床罩扯掉。她说，谁知道他们多久才洗一回床罩呢？干嘛不简单地铺一张洁白干净的床单呢？我们真的需要通过一个沉重无用的床罩来表现奢华吗？
5. 滥用科技：看到iPad成功渗入了其它酒店提供的多种服务，办理入住要用，叫人来提供客房服务也要用，郑志雯觉得有些别扭。她如是问道，普通的客房服务单就不好用吗？这种情形是从什么时候开始的呢？她自己家里就有一台iPad，不过她说，对酒店来说，iPad和其它的新潮玩意儿--比如带自动空调和自动电灯开关的房间--有些时候只能起到帮倒忙的作用。
她补充说，当然，这些东西不是一夜之间就能改变的。不过，她认为，变化来得越早越好。
Amy Ma
（本文版权归道琼斯公司所有，未经许可不得翻译或转载。）
Sonia Cheng is no Paris Hilton. The 29-year-old granddaughter of New World Hospitality founder Cheng Yu-tung is a tough-talking Harvard-grad.
Even so, she has her work cut out for her.
As the newly named executive vice chairman of New World Hotels, Ms. Cheng will manage a $1.1 billion expansion plan in greater China: 'We will do whatever it takes to be competitive within the markets we enter,' she says, noting that the company's goal is to develop 40 hotel properties in China over the next five years 20 are already in the pipeline. The unit of New World China Land Ltd., which was relaunched recently as New World Hospitality (from New World Hotel Management, Ltd.), currently owns eight properties in China.
Ms. Cheng is not one to forget about tradition, but there are old-school things about luxury hotels she won't miss, as well as some new-school trends she thinks won't last. Read about her pet peeves below and take the poll: Do you agree?
1. Too much service (in the wrong places): Bellboy service these days, says Ms. Cheng, is often more disruptive than it is helpful. 'When it comes to the business traveler with one carry-on suitcase, is it really necessary to make them wait in the room while a bell boy brings up the luggage separately?' she asks.
2. Too little service (when you want it): 'During check-out, why can't the reservationist get me a car to the airport? Why do I have to walk over to concierge to arrange this?' she asks. The traditional system of labor division in hotels translates to a less seamless experience for customers.
3. Over-the-top design: 'We're taught to not judge a book by its cover, but with hotels, why are people so easily sold by design?' she asks. In her opinion, design-centric hotels run the risk of becoming gimmicky, and cutting corners in service. Sooner or later, she hopes, guests will learn to look beneath the surface.
4. Bed covers: Whenever she checks into a hotel, Ms. Cheng says the first thing she does is pull off the bed cover. 'Who knows how often they wash it?' she says. 'What's wrong with a simple clean, white bed sheet? Do we need a heavy and useless bed cover to represent luxury?'
5. Too much technology: Ms. Cheng isn't happy about how the iPad has infiltrated its way into many services at other hotels, from checking in to ordering room service. 'Since when did a normal room-service menu become insufficient?' asks Ms. Cheng. She owns one at home, but she says that in hotels, the iPad and other gadgets ─ such as rooms with automated air conditioners and light switches ─ sometimes end up creating more problems than they solve.
'Of course,' she adds, 'you can't change it overnight.' But for Ms. Cheng, the sooner, the better.
Amy Ma
Even so, she has her work cut out for her.
As the newly named executive vice chairman of New World Hotels, Ms. Cheng will manage a $1.1 billion expansion plan in greater China: 'We will do whatever it takes to be competitive within the markets we enter,' she says, noting that the company's goal is to develop 40 hotel properties in China over the next five years 20 are already in the pipeline. The unit of New World China Land Ltd., which was relaunched recently as New World Hospitality (from New World Hotel Management, Ltd.), currently owns eight properties in China.
Ms. Cheng is not one to forget about tradition, but there are old-school things about luxury hotels she won't miss, as well as some new-school trends she thinks won't last. Read about her pet peeves below and take the poll: Do you agree?
1. Too much service (in the wrong places): Bellboy service these days, says Ms. Cheng, is often more disruptive than it is helpful. 'When it comes to the business traveler with one carry-on suitcase, is it really necessary to make them wait in the room while a bell boy brings up the luggage separately?' she asks.
2. Too little service (when you want it): 'During check-out, why can't the reservationist get me a car to the airport? Why do I have to walk over to concierge to arrange this?' she asks. The traditional system of labor division in hotels translates to a less seamless experience for customers.
3. Over-the-top design: 'We're taught to not judge a book by its cover, but with hotels, why are people so easily sold by design?' she asks. In her opinion, design-centric hotels run the risk of becoming gimmicky, and cutting corners in service. Sooner or later, she hopes, guests will learn to look beneath the surface.
4. Bed covers: Whenever she checks into a hotel, Ms. Cheng says the first thing she does is pull off the bed cover. 'Who knows how often they wash it?' she says. 'What's wrong with a simple clean, white bed sheet? Do we need a heavy and useless bed cover to represent luxury?'
5. Too much technology: Ms. Cheng isn't happy about how the iPad has infiltrated its way into many services at other hotels, from checking in to ordering room service. 'Since when did a normal room-service menu become insufficient?' asks Ms. Cheng. She owns one at home, but she says that in hotels, the iPad and other gadgets ─ such as rooms with automated air conditioners and light switches ─ sometimes end up creating more problems than they solve.
'Of course,' she adds, 'you can't change it overnight.' But for Ms. Cheng, the sooner, the better.
Amy Ma
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