希尔顿酒店集团百年品牌，《希尔顿效应》(The Hilton Effect)为您深入品读（三）

蓝象归来

　　2018 年，蓝象夜总会宣布，继关闭十余年后，于 8 月 10 日和 11 日回归，举办一场怀旧派对。

　　当晚DJKapila也重回DJ台，准确地说他其实从未离开。KapilaMohotti现已成为酒店餐饮部负责人，在希尔顿科伦坡酒店已工作了三十多年。

　　“为了寻回久远的记忆，人们希望我们能重启蓝象，”总经理Fernando表示。

　　蓝象怀旧派对重聚的消息在社交媒体上引起了轰动。人们绘声绘色地怀念着过往的蓝象之夜，猜测着十年过后还有多少老友会现身，纪念市中心酒店曾存在过的这家俱乐部，回忆这里曾为海洋之国饱经天人苦难的人们送来的光明和温暖。

　　不知道美好会持续多久时，你就会懂得如何品味当下。

　　在怀旧派对上，排队入场的人们脸上洋溢着笑容，许多人重新穿上了珍藏在箱底的旧衣。点单纷至沓来。DJ 也忙得不可开交。“简直人山人海，”Fernando 说道。

　　DJ 播放起 Whitney Houston 的名曲《I Wanna Dance With Somebody》。音乐响彻全场，酒水冰爽甘冽，在这家从未关门闭户的酒店里，即使在最黑暗的时刻，也始终洋溢着光明和温暖。

　　人们翩翩起舞。

CHRISTOPHERJNASSETTA对希尔顿效应的总结

　　如同 Chip 和 Karla 在调研时见过的许多团队成员一样，我也在很年轻的时候就加入了酒店业。我的父亲鼓励我在高中的暑假前往华盛顿特区里的一家酒店工程部门打工。在某个暑假里，我通马桶的任务频繁到最后我离职的礼物就是金色的马桶疏通器。尽管似乎不是那么地光 荣，我仍爱上了这个行业，完全不后悔。

　　但是直到了我在 10年前加入了希尔顿作为首席执行官，我才完全体会到 ConradHilton 早我这么多年的结论 - 要让人们享受旅行带来的潜力就要靠酒店可以让旅行者随时发挥自己最佳的状态。Conrad是在开设位于德州 Cisco的第一家酒店就已经破解了这个秘密;当时他发现要让访客开心就是激发自己员工之间的团体精神 - 这个团队文化激励着员工时刻发挥创新，丰富访客的体验。

　　在今日，如同 Chip 和 Karla发现的一样，我们的 400,000名团队成员还在 106 个国家和地区中的 5,400家希尔顿酒店发挥这个宝贵的遗产，持续不断。为了达成 Conrad的目标， 我们的团队成员继续在地球上散发光明、温暖的待客热情，每个访客都能享受到。每年，我们服务的旅客数量已经超过了 30亿。

　　我们激励着访客探索、寻梦、与心爱的人们团聚、采取行动、与不同的文化连接起来，做到他们不敢想象的事情 - 改变他们的世界，也改变了我们的世界。

　　在这个充满焦虑和纷争的时代，旅行能将人们聚集起来的力量更是比今日更为人们所需。旅行的秘密就是：它可以扩展我们的世界观，同时还可以将全球不同的人群更紧密地聚集在一起。

　　如我常说的，我们处在旅行的黄金时代。如来自印度和中国的新兴中产阶级正在满足他们自己在全球探索、冒险的渴望，打开了更多新文化和景点供人们前往了解、观赏。在 2017 年， 共有 40亿名旅行者坐飞机旅游。在 20年内，这个数字还会翻倍。

　　这就是我心存感激的原因。在我们庆祝百年历史的同时，我们能用希尔顿的百年历史为酒店业在这个令人兴奋的新时代创建更多人与人之间的连接。正当我们有了百年的历史的同时，希尔顿也更具有活力。

　　我们在这个百年庆的一年中，进入了近 50个新国家和地区，开展了上百家酒店，在这些新的旅游目的地扩展我们的业务。

　　我们为数百万的中国中产家庭提供了舒适、安心的旅游的同时，我们还在中国推出了许多家价格适中、高质量的酒店。

　　我们还在非洲不断地推展新的旅游前沿;透过我们的希尔顿非洲成长计划，我们承诺将在2022 年开展 100 家新的酒店。

　　我们透过了在我们现有同等中最佳的 14 的品牌中添加了新颖的品牌，并继续以类似“Connected Room”的新服务来退出行业第一家真正的移动数据酒店，满足新一代旅行者不断变化的需求和喜好。

　　每天，我们挑战自己能实现创始人在世界上第一家全球性酒店企业里注入的创业精神。当我读完 Chip和 Karla的调研报告，我非常荣幸能成为他们的“希尔顿效应”中的一

　　员。我真心相信因为希尔顿在 100 年前的诞生使得世界越来越好。如果我们继续做好我们的工作，这个世界将会因为希尔顿有了下一个 100 年而不断进步。

来源

　　第一部分

　　“Suddenly, we weren’t rich anymore”: Conrad Hilton (1957), Be My Guest. Englewood Cliffs, NJ:Prentice-Hall, p. 61.

　　“Tipped me five dollars”: Hilton, Be My Guest, p. 62.

　　“A crackerjack at making things comfortable for you”: J. Randy Taraborrelli (2014), Hiltons: The True Story of an American Dynasty. New York, NY: Grand Central, p. 22.

　　“A cross between a flophouse and a gold mine”: Hilton, Be My Guest, p. 109.

　　First hotel to install TVs, multi-hotel reservations system, no guest rooms with westward-facing windows: http://newsroom.hilton.com/hhr/page/29

　　Erin McCarthy, “Who Invented the Brownie?” Mental Floss, November 13, 2014, http://mentalfloss.com/article/60011/who-invented-brownie.

　　“Real experience of difference”: For context, in this statement, Wharton was emphasizing what she thought of Hilton hotels when she was younger. Annabel Jane Wharton (2001), Building the Cold War: Hilton International Hotels and Modern Architecture. Chicago, IL: University of Chicago Press, p. xiii.

　　“the capacity to alter or override dominant response tendencies and to regulate behavior, thoughts, and emotions”: Denise T.D. de Ridder, Gerty Lensvelt-Mulders, Catrin Finkenauer, F. Marijn Stok, and Roy F. Baumeister (2012), “Taking Stock of Self-Control: A Meta-Analysis of How Trait Self-Control Relates to a Wide Range of Behaviors,” Personality and Social Psychology Review 16, no. 1: 76-99.

　　“A study examining the hand washing behavior of 4,157 caregivers in hospitals”: Hengchen Dai, Katherine L. Milkman, David A. Hofmann, and Bradley R. Staats (2015), “The Impact of Time at Work and Time Off from Work on Rule Compliance: The Case of Hand Hygiene in Health Care,” Journal of Applied Psychology 100, no. 3: 846-862.

　　Israeli parole board study: Shai Danziger, Jonathan Levav, and Liora Avnaim-Pesso (2011), “Extraneous Factors in Judicial Decisions,” Proceedings of the National Academy of Sciences 108, no. 17: 6889-6892.

　　“Gadgets and good strong coffee”: Thomas F. Brady, “US Hotel tastes infiltrate London,” The New York Times, October 5, 1953.

　　Social snacking: Wendi L. Gardner, Cynthia L. Pickett, and Megan Knowles (2005), “Social Snacking and Shielding,” in Kipling D. Williams, Joseph P. Forgas, and William von Hippel, eds., The Social Outcast: Ostracism, Social Exclusion, Rejection, and Bullying. New York, NY: Psychology Press, p. 227-242.

　　Dora Jane Hamblin, “In 19 Lands, Instant America: His Hotels Keep Conrad Hilton Hopping,”

　　Life, August 30, 1963.

　　希尔顿女性计划

　　“In Mobley, Conrad Hilton’s first hotel, male guests outnumbered female guests, 4 to 1”: Hilton,

　　Be My Guest, p. 115.

　　“women only constituted 1% of business travelers in this era”: Myron Gable and Susan Stone Sipkoff (1988), “A Methodology for Determining Women Business Travelers' Expectations of Hotels and Motels,” Journal of Professional Services Marketing 3, no. 1-2: 127-135.

　　“It turned out that male business travelers also liked some of these amenities”: Paul Burnham Finneyaug, “Women-Friendly Hotel Floors Return, With Modern Twists,” The New York Times, August 5, 2008. https://www.nytimes.com/2008/08/05/business/05women.html

　　Derek W. Johnston, PhD et al. (2018), “Why does work cause fatigue? A real-time investigation of fatigue, and determinants of fatigue in nurses working 12-hour shifts,” Annals of Behavioral Medicine: 1–12. DOI: 10.1093/abm/kay065

　　阿姆斯特丹

　　Rodney Bolt, “Exclusive review of Waldorf Astoria Amsterdam,” Conde Nast Traveller,

　　September 2014, https://www.cntraveller.com/gallery/waldorf-astoria-amsterdam

　　JANTAMINIAU, “Outfits Waldorf Astoria revealed,” April 30, 2014. https://www.jantaminiau.com/outfits-waldorf-astoria-revealed/

　　Barbara L. Fredrickson (2013), “Positive Emotions Broaden and Build,” Advances in Experimental Social Psychology, vol. 47, Academic Press, p. 1-53.

　　Thomas Gilovich and Amit Kumar (2015), “We’ll Always Have Paris: The Hedonic Payoff From Experiential and Material Investments,” Advances in Experimental Social Psychology, vol. 51, Academic Press, p. 147-187.

　　伦敦希尔顿

　　“Too small and too low”: Wharton, Building the Cold War, p. 97.

　　“An individually adjustable air condition system heated or cooled every room”: Andreas Augustin (2013), London Hilton on Park Lane. Vienna, Austria: The Most Famous Hotels in the World, p. 35.

　　Description of Hilton’s 007 Night Spot: Andreas Augustin (2013), London Hilton on Park Lane.

　　Vienna, Austria: The Most Famous Hotels in the World, p. 53.

　　Barbara Czyzewska and Angela Roper (2017), “A Foreign Hotel in London: The History of Hilton’s Negotiation of Legitimacy in the Swinging Sixties,” Hospitality & Society 7, no. 3: 219- 244.

　　“In 1963 there was a Hungarian trio of musicians”: Augustin, London Hilton, 44.

　　“There were 70 different nationalities working at the hotel”: Augustin, London Hilton, 64.

　　“Exposure to cultures causes creativity”: Angela Ka-yee Leung and Chi-yue Chiu (2010), “Multicultural Experience, Idea Receptiveness, and Creativity,” Journal of Cross-Cultural Psychology 41, no. 5-6: 723-741.

　　第二部分：团队成员和流动

　　“He invented, for example, the unorthodox but healthy practice…” Whitney Bolton (1954), The

　　Silver Spade: The Conrad Hilton Story. New York, NY: Farrar, Straus and Young.

　　“Seminal study”: Mihaly Csikszentmihalyi and Judith LeFevre (1989), “Optimal Experience inWork and Leisure,” Journal of Personality and Social Psychology 56, no. 5: 815-822.

　　“A 1949 New York Times profile of Hilton”: Meyer Berger, “Conrad Hilton, Collector of Hotels,”

　　The New York Times, October 30, 1949.

　　“Sensing the potential to be negatively evaluated on a task can sap our motivation”: TeresaAmabile (1983), The Social Psychology of Creativity, Springer.

　　“Being watched while we are performing well-learned tasks improves our performance”: Robert

　　B. Zajonc (1965), “Social Facilitation,” Science 149, no. 3681: 269-274.

　　Laura Emily Dunn, “Women in Business Q&A: Dianna Vaughan, Senior Vice President,DoubleTree by Hilton and Global Head, Curio – A Collection by Hilton,” Huffington Post,January 9, 2017, https://www.huffingtonpost.com/entry/women-in-business-qa-dianna-vaughan-senior-vice_us_58735393e4b0eb9e49bfbd26

　　“The system was installed in September 2015 for $166,000; two years later, it had already saved the hotel over $750,000”: Elliott Mest, “How Large and Small Hotels Approach Laundry Sustainability,” Hotel Management, January 23, 2018,

　　https://www.hotelmanagement.net/operate/how-large-and-small-hotels-approach-laundry-sustainability

　　“Offering employees breaks between these periods of bar-raising and goal-setting”:

　　David T. Welsh and Lisa D. Ordóñez (2014), “The Dark Side of Consecutive High Performance Goals: Linking Goal Setting, Depletion, and Unethical Behavior,” Organizational Behavior andHuman Decision Processes 123, no. 2: 79-89.

　　Harvey: Angela Fritz and Jason Samenow, “Harvey unloaded 33 trillion gallons of water in theU.S.,” The Washington Post, September 2, 2017, https://www.washingtonpost.com/news/capital-weather-gang/wp/2017/08/30/harvey-has-unloaded-24-5-trillion-gallons-of-water-on-texas-and-louisiana/

　　“2017 Hurricane Harvey: Facts, FAQs, and how to help,” World Vision, https://www.worldvision.org/disaster-relief-news-stories/hurricane-harvey-facts

　　第 三 部 分伊斯坦布尔

　　Details of Istanbul opening: Hilton, Be My Guest, 265.

　　Mehmet Altun, Hilton Istanbul: 55 years in the chronicles of Hilton Istanbul, 2010. Mehmet Altun, Ambassadors of Turkish hospitality since 1955. Hilton Worldwide, 2015. “Drinking a cup of coffee in Turkey has a very special significance”: Be My Guest, 266.

　　布宜诺斯艾利斯

　　Eric Firley and Katharina Grön, “Puerto Madero,” The Urban Masterplanning Handbook (2013).

　　“Timeline: Argentina’s economic crisis; How did Argentina get into this mess? Here are the key dates in its tale of woe,” The Guardian, December 20, 2001, https://www.theguardian.com/world/2001/dec/20/argentina1

　　克利夫兰/约克

　　Andrew Small, “The Difference a DIY Cultural Revival Can Make,” Citylab, September 2017,

　　https://www.citylab.com/life/2017/09/the-difference-a-diy-cultural-revival-can-make/538812/

　　“Hilton in your downtown – that’s a prestige factor”: Anthony J. Machcinski, “Saving Yorktowne: Unlikely story of how York landed Hilton and why that's such a big deal,” York Daily Record, June 4, 2018, https://www.ydr.com/story/news/2018/06/04/hilton-tapestry-rescue-yorktowne-hotel-story-behind-deal-downtown-york-efforts-could-have-died/630300002/

　　Susan Moses, “Cleveland job seekers find second chances and new careers,” WKYC, https://www.wkyc.com/article/money/economy/possible-u/cleveland-job-seekers-find-second-chances-and-new-careers/429584313

　　阿布贾

　　Size of Africa: William Turvill, Daily Mail, October 5, 2013,

　　http://www.dailymail.co.uk/news/article-2445615/True-size-Africa-continent-big-China-India-US-

　　Europe-together.html

　　https://www.naija.ng/574434-nigeriaat55-top-5-reasons-nigerias-capital-moved-lagos-abuja-photos.html#574434

　　Curt R. Strand (1996), “Lessons of a Lifetime: The Development of Hilton International,” Cornell Hotel and Restaurant Administration Quarterly 37, no. 3: 83-95.

　　研究

　　“Consider one study”: Priyanka B. Carr Y Gregory M. Walton (2014), “Cues of Working Together

　　Fuel Intrinsic Motivation,” Journal of Experimental Social Psychology 53: 169-184.

　　斯里兰卡

　　No More Blue Elephant: Sunday Times, http://www.sundaytimes.lk/070415/TV/000tv.html

　　Blue Elephant Retro Party: YAMU TV, https://www.yamu.lk/event/blue-elephant-retro-partyBank blast: “17 Die, 100 Wounded by Huge Bomb and Gunfire in Sri Lanka,” New York Times,

　　October 15, 1997, https://www.nytimes.com/1997/10/15/world/17-die-100-wounded-by-huge-

　　bomb-and-gunfire-in-sri-lanka.html

　　John F. Burns, “Bombing’s Fallout Adds to the Gloom Hanging Over Sri Lanka,” New York Times, October 17, 1997, https://www.nytimes.com/1997/10/17/world/bombing-s-fallout-adds-to-the-gloom-hanging-over-sri-lanka.html

　　“Pioneers at Hilton Colombo: Kapila Mohotti.” October 30, 2012, https://www.pressreader.com/sri-lanka/daily-mirror-sri-lanka/20121030/283128541111558

　　“Suicide bomb in Sri Lanka capital,” BBC News, May 16, 2008, http://news.bbc.co.uk/2/hi/south_asia/7404147.stm

　　Address by Conrad N. Hilton at the annual convention luncheon, American Hotel Association, New York, NY. November 5, 1954. Transcript provided by Hospitality Industry Archives, Conrad

　　N. Hilton College of Hotel & Restaurant Management, University of Houston, Texas.