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[成功校友] 瓦岱勒校友Catherine CARDOSO - 乔治五世四季酒店奢华活动组织者

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发表于 2015-3-6 14:03:40 | 显示全部楼层 |阅读模式
Catherine CARDOSO凯瑟琳•卡多佐 - 乔治五世四季酒店奢华活动组织者
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#范例 Catherine CARDOSO.jpg
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! j; ]' d$ i) w0 J8 |% ~  2014年连续第十一次被冠以“世界最佳酒店"(Best Hotel in the World)的称号,传奇和标志般的乔治五世四季酒店(Four Seasons George V )是巴黎最漂亮的宫殿也是法国奢华酒店真正的象征和标杆。法式酒店文化最盛行需求最高的时候,弗朗索瓦•瓦岱勒(Francois Vatel)正是其化身并流芳百世。凯瑟琳•卡多佐(Catherine Cardoso)是瓦岱勒尼姆(Vatel Nimes)校区1998届校友,她在乔治五世四季酒店担任特别活动经理(Special Events Manager)超过十年,她每天以组织奢华招待会来向弗朗索瓦•瓦岱勒致敬。
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5 v% a* ~: [9 @4 Q' @3 [  你为什么决定进入瓦岱勒(Vatel )学习,在这里你有怎样的回忆?
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  当时我即将完成学士学位(Baccalaureate),一个偶然的机会我在里斯本(Lisbon葡萄牙首都)遇到玛蒂娜(MartineLessault)在和她聊天时我就决定进入瓦岱勒学习。在经营瓦岱勒尼姆的酒店和水疗馆(Vatel Hotel & Spa in Nimes)之前玛蒂娜经营的酒店——拉帕宫殿酒店(Lapa Palace)是里斯本最漂亮的酒店之一。所以为什么选择瓦岱勒就显而易见了,尽管当时我只有16岁,我就确定自己想要在旅游与酒店管理领域工作。所以我决定相信这位真正的专业人士,同时,我也对其它的酒店管理学校做了一些调查,但是瓦岱勒的实践应用型课程更能吸引我,它本着这样一个原则——如果你对于将要做的工作不能做到了如指掌你就不可能将它做好。还有什么比实践更好的学习方法吗,实践出真知,因此瓦岱勒就是我理想的学校。
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  如果再给我一次选择的机会,我还是会毫不犹豫的选择瓦岱勒。因为今天仍然有新的队员开始为期一个月的实习,他们的角色和使命就是每天投身在酒店的所有部门和服务之中。设身处地的考虑他人的需求和遇到的问题依然是最佳的学习方法。如果你对某种商品根本就不了解那你肯定没法把它推销出去。高端的酒店出售的是梦想和情感,因此你必须在酒店生活并从内到外的感受它,你才能对它进行深入讨论。此外它还可以培养你的团队意识,学习如何了解别人,如何和别人交谈,如何接受他人,如何向他人告知事情,如何进行真正的交流,这些在处理冲突时都十分重要。! R; W' L2 R. c9 l2 a

+ W" J3 x4 x4 W' c! @& f  在瓦岱勒你学到了什么?  c+ @% g6 R' ]# h( K& K
  我们每学习完一周的理论课,下一周都会在四星级酒店负责运营工作,这对于学习这一行业的所有技巧和诀窍来说是一个独特的机会。我们不是在扮演角色,也不是在模拟运营,因为当我进入瓦岱勒时我是在57间客房和套房,美食餐厅和啤酒屋接待实实在在的客人。处在真实专业的环境中我们真真正正在工作而不是在模拟。实习使我们在实践应用周学到的内容得以强化,尤其是第一年的实习在开学仅三个月后就开始了。第一年实习的重要性体现在它可以让学生确认他们是否为自己的未来选择了正确的合适的职业。第二年和第三年的实习可以让我们专门从事我们喜欢的职业,也可以学到越来越多的知识。我当时选择在餐饮部实习,并且我如今的工作依然会涉及到其中的一些内容。

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  你作为宴会助理(Banquet Assistant )进入乔治五世四季酒店但是现在你已经是宴会经理(Conference and Banquet Manager )并领导12人的团队。你是如何做到升迁的?6 I; F# q) s: Z
  正如我前面提到的一样,直觉告诉我:如果你根本就不了解一件商品那你不可能把它销售出去。当我申请进入乔治五四季酒店工作时我正在克里伦酒店(Hotel de Crillon)的销售部担任宴会协调员(Banquet Coordinator ),从结束实习后我就在那工作。当时乔治五世酒店正在重组(作为四季酒店品牌)——经过两年重建,整修——仅仅几周后,所有的销售职位就都已经招满了。但我欣然接受了宴会助理的职位,并坚信我当时的工作经验会对宴会助手这一工作有所帮助。但仅凭在克里伦酒店展示会和接待处的销售经验,很快的显示出了我在担任宴会助手这一职位的不足,因为在这一部门我没有具体的实践经验。因此当有人给我提供机会——为宫殿的隆重开幕组织宴会服务时,我毫不犹豫的接受了。
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  其它使我进步的阶梯也是一些机遇:我发现自己在正确的地点正确的时间遇到对的人。我并不参加竞选也不追求奖章:每天把我喜欢的工作做好是我的动力。此外我觉得对现在工作的连锁酒店存在一种使命感:组织特别活动——这一工作对酒店来说才刚刚起步。我是一个非常执着的人,希望通过一点一滴的努力,迅速将它完善。
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  你在这个职位已经十年了,你最美好的记忆是什么?
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  我最美好的记忆是传播我对这份工作的热情,而且我将继续传播。当我看到那些结束实习的学生,说他们已经找到了理想的工作——这对于任何人来讲都是最棒的礼物。
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  这项工作是一个无止境的往复循环,因为没有什么事是一成不变的,我们要为每一名顾客营造个人的情感体验。最为满意的结果便是这一精心研究并成功的教学法,这是我们传授知识的主要方式,因为这项工作从书本上是学不到的——每个人都有不同的情感。像迎宾和水疗中心的经理,这些职位就需要很多专业技能,从理论上讲至少需要三年时间才能学会,至少十年你才真正开始擅长这一领域。我每天都在学习新的东西。所以必须要有坚强的毅力和耐心。
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这是一个不断变化的工作,因此你每天必须不断调整自己,它需要处事灵活适应性强和知识技能丰富的人,因为客人也想要有全新的体验。对于那些对每件事每个人都充满好奇,具有创造性,追求完美,不断挑战自己的人来说这确实是一个理想的工作。% N) S! S- y' h$ P8 O  U
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  这份工作最典型的一天你是如何度过的?
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  在这个行业根本没有典型的一天可言!对于服务类的工作来说这很正常,我们的核心工作就是及时的回应顾客的需要。并且我们是一家酒店,理论上讲酒店从来没有歇业这一说,而且每天都有一个处理紧急事件的高峰期,然而这些需要优先处理的事情总是在不断变化。这意味着我们对于工作永远也不会感到厌倦,因为这项工作千变万化,尽管有些事只是客人暂时想要的。我们可能会认为客人的需求都是一样的,但是事实上根本就不是这样的。
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; L& W& K/ P- B% l3 {0 K1 w  如此说来这是一个很有趣的工作,也是一项要求严苛的工作。在你看来,你能平衡好工作和家庭生活吗?! a' M7 n7 @: F0 C/ L0 }
当然,因为办公室和家已经不再完全割裂开了。因为我们生活在联系如此紧密的世界,所以这两者之间不再有界限,他们两者相互渗透。

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8 x" T) t+ U5 X! W- A! e! N9 P  我们的顾客再也不用一直在电脑前面工作,他们不得不坐在办公室里来回复邮件的日子也一去不复反了,因为专业电话和私人电话(经常是手机)就能代替电脑完成同样的事。每个人都要需要抽出时间并知道如何与外界断开联系来好好休息并给自己充电。& w. T  M: @& Q. M, C/ ]/ g

+ H' _) Y* p. y: ]( |+ c  你如何理解法式”酒店艺术“?
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  它是一种艺术——关于细节,可持续策略,传播食谱,对我们的同行导师培训师的表达敬意的艺术,是在任何场合都要保持美丽,优雅,良好的教养,高雅的品位,得体的举止并把这些融入生活的艺术。令我尤其自豪的是在酒店工作已成为校园学习生活的一部分。在我看来,这就是法国酒店艺术如此著名的一个重要原因,也是其他国家都在积极效仿原因。所有的这些与服务的真谛,道德标准,得体的举止,谦逊的态度一起成为了文化的一部分,就不再是酒店艺术而是为他人服务的艺术。在奢华的酒店工作你需要做的更多。我将奢华的服务定义为在服务他人时能出自本能的使他人感到快乐。最近在一本专门研究特殊活动的杂志的采访中,关于这一点我说了很多。

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# u- r7 q9 `# D4 b瓦岱勒酒店管理学院 - 瓦岱勒国际酒店管理学院 - Vatel
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 楼主| 发表于 2015-3-6 14:07:05 | 显示全部楼层
本帖最后由 瓦岱勒 于 2015-3-6 14:18 编辑
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Catherine CARDOSO8 \% L% V: ]. A' w2 `
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Named “Best Hotel in the World” in 2014 for the 11th straight yet, the legendary and iconic Four Seasons George V is one of Paris’ most beautiful palaces, a true symbol and benchmark of French luxury hospitality. Francois Vatel will remain in History as the incarnation of the French Art of Hospitality at its apex of exigency; Catherine Cardoso, a Vatel Nimes 1998 alumnus and Special Events Manager for over ten year in the Palace, pays tribute to him each and every day by the sumptuous receptions she organizes.

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Why did you decide to attend Vatel and what memories do you have of the time you spent there?( X& l1 Y: l; `% x" Q+ j
It was a chance opportunity when I was talking with Martine Lessault, whom I met in Lisbon, when I was finishing my Baccalaureate. Martine managed one of the most beautiful hotels in Lisbon, the Lapa Palace, before she managed the Vatel Hotel & Spa in Nimes. So choosing Vatel seemed completely obvious for me, as, even when I was only 16, I knew that I wanted to work in hotel and tourism management. So I made the decision to trust a true professional. At the same time, I had done some research on other hotel management schools, but I was much more attracted by Vatel’s practical application courses, where the principle was that you can’t do a job well if you don’t know everything that is required to do it. And what better way to learn than by actually doing a job? Vatel was the school that was made for me.4 E( d4 k+ N3 i; X) w- r
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If I had to do it again, I wouldn’t hesitate for one second. Because today, I still have my new team members start by a one-month observation period in immersion in all the departments and services of the hotel in which they will deal with on a daily basis in their roles and missions. Putting yourself in the other person’s shoes to understand his or her needs and constraints remains the best way to understand a job. You can’t sell something you don’t know. And at this level of hospitality, we’re selling dreams and emotions. You have to live them to feel them from the inside out, to be able to talk about them. In addition, that allows you to create a team spirit, to learn how to discover the other person, to talk to them, to embrace them, to tell them things and really communicate. This is something that’s really important when you’re managing conflicts, for example.
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What did you learn in while you were at Vatel?/ p; a0 p! P; Q& r
Having theoretical courses follow practical operational work every other week in a four-star hotel was a unique opportunity to learn all the tricks of the trade. We weren’t role playing or “playing store,” because we were hosting real guests in the 57 rooms and suits, the gourmet restaurant and brasserie that the hotel had when I was attending Vatel. We were in the nitty-gritty of the job, because we were in real professional situations.Internships shored up our practical application weeks, especially in the first year internship, that took place only three months after we started school. A very important internship as it allowed all the students to be sure - or not - that they had chosen the right job they wanted to do in the future. The second and third internships allowed us to specialize in the job we liked the best as we learned more and more. I personally chose F&B, something that’s still very present in my current job.
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! p, y& d. e; }% @In the George V, you started as the Banquet Assistant and you are now the Conference and Banquet Manager for a team of twelve. How did you get promoted to this job?
' z' ?9 g( U, J/ u0 O/ ^- S# EHere, once again, by following my instinct: you can’t sell something you don’t know. When I applied for a job at the George V, I was the Banquet Coordinator in the Sales department of the Hotel de Crillon, where I had been hired after my final internship. And the George V was about to rise from its ashes (as the Four Seasons brand) - after a two year renovation period- just a few weeks later, but all the Sales positions were already filled. So I jumped at the opportunity by accepting the operational Banquet Assistant position, still following my deep belief that my on-hands work would end up by making this an easier job. My experience in sales for exhibitions and receptions at the Crillon Hotel quickly showed me my limits in this point, because I didn’t have any specific operational experience in this department. So I didn’t hesitate for even a second when I was offered the opportunity of setting up the operational Banquets service for the grand opening of the Palace.) f( V) s- j( H/ j
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The other “rungs on the ladder” were also opportunities that I had: I found myself at the right place, at the right time, with the right people. I’m not “running for office” or looking for a medal: satisfaction of work well done on a daily basis is what drives me. In addition to that, I feel that I have a mission in the hotel chain I’m working for: changing the Special Events job, which, in hotels, is something that is just beginning. And as I’m a very persevering person, I build, stone by stone, something I hope to soon see finished.) H3 H" p' x- e

( n) U; k( x: T) EYou have been in this job for ten years now. What is your fondest memory?
0 j5 f: x* n; k/ mMy fondest memory is and will remain the transmission of my passion for this job.When I see students, at the end of their internships, say that they’ve found the job they want to be doing, that’s the best gift anyone could have.
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This job is an endlessly repetitive cycle, because nothing is ever permanently finished and we create personal emotional experiences for each guest.  What is the most gratifying is the result of a well thought-through and successful pedagogy. This is the main part when you are conveying knowledge. Because this job is something you can’t learn by reading a book - it’s full of so many different emotions. Like the job of a Concierge or Spa Manager, these are jobs that require a lot of technical expertise, and by definition, can’t be learned in less than three years, and you start to be really good in them in ten years. I still learn something new every day! So you have to have dogged perseverance and be patient.
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8 H; \7 k" U4 g* i* k) ]This is a constantly changing job that you have to reinvent every day and one that requires a lot of flexibility, adaptation and a multitude of skills, because guests always want something new. It’s an ideal job for those that are curious about everything and everyone, creative, perfectionists, and who always want to challenge themselves.
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Can you tell us a bit about a typical day?
( A$ y, V8 k! _1 j" d4 o+ nThere aren’t any typical days! This is quite usual in service related jobs where our core activity is to respond to our guests’ desires in real time. And as we’re a hotel, by definition we never close, and days have peaks of priorities to be managed, and these priorities are always being overturned. And that means that we never get tired of doing our work because there’s no monotony in this job, in spite of the paradoxical fact that these are ephemeral experiences that our guests are looking for. Because we could think that the requests would always be the same, but that’s not true at all!
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So a very interesting job, but one that is also very demanding. Can you do these jobs and still have a balanced family life in your opinion?/ v' b5 W; c3 S/ J, i
Yes, because there’s no longer an “office” and a “home.” With the very connected world we now live in, there are no longer barriers between the two of them. One of them is always present in the other. Our guests no longer work in front of a computer, they don’t have to be in an office to answer their emails, and often the professional and personal phone (usually a cell) are the same one. Each person is responsible for taking time out and knowing how to disconnect to take a break and recharge their batteries.
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How would you define the French “art of hospitality?”
9 G# X# B5 P6 G- D/ N  q8 ^It’s the art of details, sustainable methods, transmission of recipes, commitment and respect of our peers, or mentors, our trainers. The defense of esthetics, elegance, refined sophistication and good taste, proper conduct in all situations and a life style. And above all, being proud to be a part of a school of life when you work in a hotel. In my opinion, this is a great part of what makes the French Art of Hospitality so famous, and why it is copied in many other countries. All of this is mixed in with true values of service, ethics, proper conduct, humility, and sharing which are a part of many other cultures, and that is not the art of hospitality, but the art of serving other people.  In luxury based jobs, this goes much farther. I would define luxury based services as a type of instinctive sensibility to make others happy while serving them. I spoke more about this point in an interview I recently did for a magazine specialized in Special Events:http://www.mazel-events.com/
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