????如果2009年第二季度我們決心要拿出更漂亮的業(yè)績，最簡單的做法就是削減醫(yī)保這類開支，這樣報表就會好看了?？赡墚敿镜墓蓛r也會高一點。但是考慮到這么做會讓員工滿意率下降，人才流失率提高，到了2011和2012年反而會導致業(yè)績下滑，那時我們還得重新請回那些離職的員工，那就得不償失了。

????除此之外，從長遠來看，這么做最終得到的將是一些無法計算的東西。如果我們的員工雖然沒離職，但卻對工作提不起勁頭，就會影響客人在酒店的體驗。

????特別是現(xiàn)在業(yè)內的人才戰(zhàn)越來越激烈，就更需要注意這一點，對嗎？

????這方面中國可能是讓我們感到壓力最大的地方，因為我們需要在那兒招聘成千上萬的員工。如果我們能留住員工，降低離職率，同時讓員工主動幫我們招徠更多人才。也就是說，他們告訴朋友萬豪酒店是一個多么好的東家，我們就有了一個很好的開端。

????聽起來，打造良好的工作環(huán)境有很重要的商業(yè)價值。

????絕對如此。這么做既正確，而且利人利己。我想起那個我們已經遵循了幾十年的老定理：對員工好，他們就會對客人好，這樣才會不斷有回頭客。

????那么在新興市場里，在對待員工的標準問題上，你們和當地政府有過不同意見嗎？

????我想了想，從來沒有那個當地政府告訴我們，讓我們別對員工那么好，也從來沒有過類似的告誡。的確，現(xiàn)在全球都會碰到文化差異問題，不過這種差異更多和性別有關，而不是別的。

????現(xiàn)在你們在做什么讓人興奮的新項目嗎？

????我們的客戶群中新生代的人數正在大幅增長。我們要設法滿足這個群體的需求，他們的需求其實和我這類年紀更大的旅行者差不多。但是他們對設計和高品質飲食的興趣更大。

????我們都喜歡高品質的精美事物。

????我們都喜歡感官愉悅。我想，當人們開始習慣客房的舒適、安全和整潔時，他們就會覺得這些品質是理所當然的，然后就開始喃喃自語：“好，現(xiàn)在我可以好好放松放松了。”（財富中文網）

????譯者：清遠

????If we had been maniacally focused on delivering better financial results for one quarter in the second quarter of 2009, the simplest way to do that would have been to cut expenses like health care and post better results. And that may well have given us a few pennies' higher stock price that quarter. But there would have been a real expense associated with that in terms of a less satisfied workforce, higher turnover, and therefore reduced financial results some time in 2011 and 2012, when we would have had to rehire the folks we had lost.

????Beyond that, long-term, you wind up with something that is incalculable. If we had ended up with a group of associates that maybe didn't leave but were less positive about their jobs that would have impacted the experience in the hotel.

????Especially since now you face tough competition to get the best hires, right?

????China is the place that probably puts the biggest pressure on us, simply because we need to hire tens of thousands of people there. If we can keep people and reduce turnover and make them recruiters for us as well, where they're telling their friends about what a great place this is to work, that's a great place to start.

????It sounds like there's a strong business case for being a nice place to work.

????Oh absolutely. This is doing something that is good and right but it's not entirely altruistic. I think back to that decades-old formulation we started with: take care of the associates and they'll take care of the guests, and the guests will come back again and again.

????Do you ever have tough conversations with governments of countries in emerging markets about your standards for treating employees?

????I cannot think of a single instance in which government has told us to take poorer care of our employees, or anything like it. Now, to be sure, there are cultural differences all around the world. They tend to be more around gender than anything else.

????Any new exciting projects underway?

????We are dramatically growing the gen-X and gen-Y share of our customer base. We have to cater to the demands of that group, which are similar to older travelers like me. But they include a greater interest in design and high-quality food and beverage.

????We do like pretty things.

????We like our senses engaged. I think as people get used to the comfort and security and cleanliness of a room, they begin to take that for granted and say, "Okay, now I want to be turned on."