Debra Li

WHEN a rookie waitress forgot to bring a spoon while serving his coffee during an interview recently, Torsten Dressler, general manager of five-star Kempinski Shenzhen, smilingly reminded her. “People make mistakes from time to time. But being friendly is always the top priority,” he said.

According to Dressler, as long as his staff have a positive attitude, the quality of their service will continue to improve.

Two years into his present job, the German hotelier feels more comfortable with the hotel and its staff.

“I have come to understand better the soul and spirit of the hotel,” he said.

“Walls don’t have life, but the people, both guests and staff, give the hotel life.”

In his time in Shenzhen, Dressler has developed an understanding of Chinese culture, and has learnt to love and respect his staff. “The hotel is a home from home for everybody who works here. There is always laughter in the office.”

Keeping the staff happy is important to the hotel’s success.

“This job is never predictable.”

There are challenges, but Dressler enjoys them all.

Like when the hotel’s pool had some problems with water quality this summer, the management immediately apologized and took a proactive attitude towards addressing the problem.

“Hiding problems does not solve them,” Dressler said. He and his team tackle every problem as soon as they identify it.

“The hotel is five years old now, and I am always thinking of ways we can improve.”

There will be no renovations for at least a year, as the facilities are still in good condition. But Dressler does have a lot of ideas for improving the standard of service.

“The two-storey 2,400-sqm shopping mall adjoining the hotel will open next year, which will have a positive effect on the hotel’s business.”

The manager is also determined to break away from certain traditions, such as the three-year-old tradition of holding a German buffet on Saturday nights.

“The hotel group started in Germany, but we are a Chinese hotel.”

Having looked at the prospects of the Chinese economy, the manager said the next year would be a year of consolidation.

“Usually summer is the low season for the hotel industry,” he said. “The Universiade changed that this year.”

With the Chinese economy cooling and the government shifting its focus onto fighting inflation, Dressler does not expect next year’s growth to be the same as the past two years.

“Still, we see a positive year and further growth for Kempinski, the only five-star hotel in Nanshan’s CBD.”

Besides, the nearby Shenzhen Bay Sports Center and Metro station have made the hotel easier to get to and more attractive.

“It is a five-star hotel, so of course our services are not cheap. But we are trying to attract local customers with competitive prices.”

The management will also step up training for staff.

“We offer three to four hours of training for every employee per month on top of their working time,” the manager said.

There are training programs in other cities and nations and skills competitions too.

“Training staff abroad is expensive, but I view it as an investment,” Dressler said.

When the IT manager of the hotel returned from a week of training in Switzerland, he was happy, highly motivated and had learnt a lot.

When the hotel group tapped Dressler for a transfer with a higher salary, he refused. “I’m a big fan of Shenzhen and I love my hotel,” he said.

Believe it or not, Dressler enjoys riding on a double-decker bus and coming into contact with the city’s bustling masses.