成功=天赋+培训+内在动机 ——Rainer Burkle先生讲座与访谈有感

关于孩子艺术天赋培养的讲座见解 #生活知识# #生活感悟# #育儿生活经验# #成长教育讲座#

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作者：李慧

万豪基金会万礼豪程项目教学顾问

10月，一个硕果累累的季节，我有幸作为万礼豪程教学顾问的身份参与了秋季学期华东区域教学研讨会，聆听了来自万豪集团大中华区奢华品牌副总裁RainerBurkle先生的讲座，并受万礼豪程项目总监Joy的委托就老师和同学们关心的几个问题向Rainer进行了视频访谈。

Rainer Burkle

万豪集团大中华区奢华品牌副总裁

Area Vice President, Luxury Greater China, Marriott International

初见Rainer

12日下午初次见到Rainer Burkle先生，和我想象的一样严肃、睿智，而且优雅，他早早地来到会场，自带便携移动办公设备，直到讲座开始的前一刻还在为公事繁忙。所以能够参加此次研讨会对于老师们而言实在非常难得。这也是Joy设计后续的视频访谈的主要原因，正因为机会难得，所以更希望将Rainer对于酒店品牌的理解、对于酒店教育的理解和对于未来酒店人的理解记录下来，作为老师们在专业教育中的重要教学资源，让每一位老师和每一位同学都能聆听到来自行业精英们的声音。这也是我们日常教学中开发教学资源的一种重要方法。

那么究竟什么是奢华？为什么它这么重要？

Rainer在讲座中提到了卡尔马克思，这个几乎所有的中国人都耳熟能详的德国人，不仅是我们所熟知的共产主义者，更是一名伟大的经济学家，他提出商品的价值是凝结在商品中的无差别的人类劳动也解释了奢华之所以可以成为奢华的原因。

奢华的产品一定是凝结了比普通商品更加优质的劳动，拥有如艺术般完美的制造工艺，使用了顶级原材料的稀缺物品才能被称为是奢华，它所代表不仅仅是价格上的奢华，更是一种精益求精的生活品味。那么对于奢侈品牌酒店产品而言，顶级的设施、顶级的服务和氛围，给顾客带来舒适的愉悦的独特的难忘的情感体验应该是必要条件。这种品质的完美造就了产品的稀缺和不可替代，也塑造了品牌独有的竞争力，所以如果不能正确地理解奢华，也势必无法做好奢华。

虽然随着技术的发展很多酒店引入了机器人服务员，但是却始终无法替代人类情感所带来的温度。在旅游与酒店业，顾客与服务者接触的一刹才是产品质量的关键时刻。在这个过程中最难的不是高标准地完成服务的过程，而是如何预期顾客的需求，为他们创造难忘的体验，而这些都需要一群精益求精，具有服务工匠精神的人来造就。所以人才是奢华之所以能够成为奢华的基因所在。

那么，我们如何具备工匠精神的人呢？

在讲座中和视频中，Rainer Burkle先生反复提到了TTM的公式，我想这个公式不仅仅适用于酒店行业，也适用于其他任何行业，也是Rainer Burkle先生最核心的理念之一，他在讲座中也用他一生的职业发展生涯向我们证实了这个公式。一个人要做出一番事业，离不开三个因素：

第一个T，代表的是Talent，也就是天赋。每一个人不同的性格特点和能力特点决定了他适合从事的工作的不同，它代表了天资，但是天资不能代表所有，就如伤仲永一样，天资聪颖只能让你起点高一些，并不能决定未来的发展方向和所能到达的位置。

第二个T，代表的是Training，也就是后天的训练，这种训练来自家庭的教育，更多地来自学校给予的各种教育，以及在工作之后参加的各类培训，它可以培养你未来职业生涯中所必需的知识、技能和能力。培训的关键不在于你参加了什么课程，而是在于你在培训中或者在日常工作生活中是否具备学习能力和知识的内化能力，所以这就涉及到第三点。

第三个M，代表的是Motivation，可以说是激励也可以说是动机，我们经常说的动机包括外部动机和内部动机两种，其中外部动机是由外部的各种奖励所激发的，而内部动机是由你自己所激发的，而RainerBurkle先生这里提到的正是后者，只有个体具有自我激励的能力，才能决定天赋可以发挥的程度，才能决定是否能够积极地去学习、去接受培训，以及将知识、技能和能力内化为自己所用的程度，所以M是TTM公式里面最重要的一环，你最终能够取得的成就Achievement=T*T*M。如果Talent=100,Training=100,而Motivation=0，那么最后的结果也一定是0。

既然TTM公式对于个体如此重要，那么作为教师，我们在教学中如何培养学生行业所需要的各种能力呢？

在酒店行业需要各种各样的能力，包括硬技能和软技能，硬技能通过培训是可以获得的，但是酒店行业是一个需要投入大量情感的行业，所以学生软技能和硬技能一样重要。但是在这里RainerBurkle先生提到了两点特别希望老师们在上课的时候需要注意培养的方面。

第一个能力就是批判性思考的能力。批判性思考并不意味着让学生提出反对意见，而是让学生能够独立地去分析事情并形成自己的判断能力。所以希望老师们在课堂上可以经常性抛出一些跟行业联系非常紧密的话题，让学生去讨论，进而培养他们的批判性思考能力。

第二个能力就是互动和沟通能力。因为酒店行业是需要员工大量地跟顾客沟通的行业，所以希望老师们在课堂中可以经常设计一些活动，加强学生们对于如何做事和如何互动沟通的学习，这些互动方式在他们工作之后也会转化到对客服务中。

在教学的过程中，有很多老师提到现在很多学生是90后，甚至00后，这些学生有自己鲜明的特点，那么面对这些学生，我们究竟应该怎么做？

Rainer在访谈中也谈到了这个问题，我想可以给我们很好地启示。他提到在面对90后和00后群体的时候，我们不要只是给予信息和知识，并期待他们做好，而是要去思考他们的特点是什么？他们为什么会有这样的特点？然后去选择更好地方式去他们沟通，去促进他们学习。

整体上而言这一代人和之前的学生有很大不同，他们更加希望能够参与进来，而不是单纯地听老师说教，而且他们勇于表达自己的想法，更加注重自己内心的感受，更加不同的是他们是科技一代，对于技术的使用和依赖要远超过我们。所以虽然很多90后、00后被贴上不靠谱的标签，但是我们要相信他们会做出正确的决策，他们会给我们带来惊喜。

所以作为教师，我们首先要相信我们的学生，他们才会给我们带来惊喜。同时，我想说教师并不是一份轻松的职业，它是时刻变化着的，不管是教学对象，还是教学内容和教学方法，但是即便如此，作为教师我们也必需要坚守教育的信念，不断与时俱进跟进我们的学生，行业的前沿知识和科技发展带来的变化，而不能因为畏难畏烦而选择停留在自己的舒适环境中，所以万礼豪程也致力于传播更多的正能量来激励我们的老师，但是最关键的还是Rainer所提到的自我激励，只有自我激励，才能找到教师的职业使命感，才会真正地从工作中感受到幸福。

视频

VIDEO

CHEI

Talent + Training + Motivation =Achievement

- Impressions from my interview with industry leader, Mr. Rainer Burkle

InOctober, a fruitful season, I was fortunate to participate in the East ChinaRegional Teaching Forum as a CHEI CTC, where I listened to a lecture from Mr. RainerBurkle, Area Vice President for Luxury Brands of Marriott International, GreaterChina. Before the lecture, I interviewed Mr. Burkle, asking several questions ofinterest to teachers and students.

I met Rainer on the afternoon of October 12. Hewas as serious, wise and elegant as I expected. He came to the banquet hallearly with his mobile office equipment and was busy with his work until it wastime for his lecture. Knowing how busy he is, it was an even greater honor toattend his lecture at this forum. Because of this rare opportunity, we wanted togather even more information from him in an interview about luxury brands,hotel education and future hoteliers. We captured it all on video which canbecome an important teaching resource for every teacher and student inhospitality education. This is a great way to develop teaching resources.

At the beginning of his lecture, Elizabeth,the former EAM Rooms at The Ritz-Carlton Shanghai, Pudong told us a story aboutRainer “throwing bananas” at her on her first day at The Ritz-Carlton. But whatgot my attention was that Rainer told Elizabeth, who had many years of hotelservice experience, “You need to learnwhat luxury is.”

So what exactly is luxury? Why is it so important?

In his lecture, Rainer mentioned Karl Marx,a German philosopher who is familiar to almost all Chinese people. He was notonly a great communist, but also a great economist. His idea that the value ofgoods can be measured by the average number of labor-hours required to produceit, could help explain what luxury is and why it is important.

According to Karl Marx, there must be a higherquality of labor condensed in luxury products than ordinary goods. Only those scarceitems with art-like manufacturing processes, using top-quality raw materialscan be called luxury, referring not only to the luxury price, but also to itsuse in a lifestyle of excellence. For the luxury brand hotels, it is the topfacilities, top-class service and atmosphere, and unique and memorableemotional experiences that bring comfort and pleasure to customers that, whencombined, create a luxurious hotel product. The perfection of quality createsthe scarcity and irreplaceability, and also creates the brand's uniquecompetitiveness. So, if you can't understand luxury correctly, you will not beable to do luxury.

Although many hotels have introducedrobotic employees with the development of technology, they have never been ableto replace the warmth brought by human emotions. In the tourism and hospitalityindustry, the moment of service contact between customers and service providersis the moment of the truth. The mostdifficult part of this process is not how to complete the service at a highstandard, but how to anticipate theneeds of the customersand create an unforgettable experience for them. Andthis requires a group of people who are service-oriented and dedicated to perfection;therefore, talent is what makes luxury be able to be luxury.

So how do we become this kind of talent?

During his lecture and interview, Mr. Rainerrepeatedly mentioned the TTM formula. I think this formula is not onlyapplicable to the hotel industry, but also to any other industry. It is alsoone of the core concepts shared by Rainer. He explained this formula to us in the career development portion of hislecture. A successful career cannot be achieved without three factors:

1.The first T, which stands forTalent, is a God-given gift. Each person's different personality and abilitiesdetermine the type work he or she is most suitable for. It represents naturalendowment, but natural endowment can’t represent everything. Just like Zhongyong,talent can only make you start at a higher point, but can’t determine how far youcan reach.

2.The second T, which representsTraining, is the training you have received since you were born. Training comesfrom family, schools and hotels which cultivate the knowledge, skills andabilities necessary for your future career. The key to training is not what kindof courses you take, but whether you have the ability to learn and internalize theknowledge from your training to your daily life, which involves the thirdpoint.

3.Mstands for Motivation. The motivation we mentioned includes external motivationand internal motivation. External motivation is stimulated by external rewards,while internal Motivation is stimulated by your inner incentives, and what Rainermentioned is definitely the latter. Only individuals with self-motivation candetermine the extent to which their talent can be realized, whether or not theycan actively learn and be receptive to training, and how well they caninternalize knowledge, skills, and abilities. Therefore, M is the mostimportant part of the TTM formula: T*T*M = Achievements. If Talent=100,Training=100, but Motivation=0, and then the final result will definitely be 0.

Since the TTM formula is so important to individuals, how can we, as teachers, cultivate students’ abilities to match what is required by the industry?

The hospitality industry requires a varietyof abilities, including hard and soft skills. Hard skills are available throughtraining, but the hospitality industry is an industry that requires a lot ofemotion, so students’ soft skills are just as important as hard skills. In theinterview, Rainer mentioned two things that teachers should pay attention to.

First is the ability to think critically.Critical thinking is not just raising objections, it involves students analyzingthings independently and forming their own judgments. Therefore, teachers can suggestsome topics in the classroom that are closely related to the industry and askstudents to discuss and form their own opinions to cultivate critical thinkingability.

Secondis the ability to interact and communicate. Because the hotel industry requiresemployees to communicate with customers frequently, it’s hoped that teacherscan frequently design activities in the classroom to enhance students' abilityabout how to communicate and interact. These interaction skills will be displayedas customer service skills when they enter the industry.

Many teachers have mentioned that students today, who were born in the 1990s or2000s, have distinctive characteristics. How can teachers best reach this generation of students?

Rainer talked about this generation in theinterview and I think he gave us very good inspiration. He mentioned that withmillennial students, we should not just give information and knowledge andexpect them to do well, but to consider: What are their characteristics? Why dothey have such characteristics? And then choose the best ways to communicatewith them and promote their learning.

Generally speaking, this generation is verydifferent from previous ones. They are more eager to participate, rather thansimply listening to the teacher. They are brave enough to express their ownideas and pay more attention to their inner feelings. What is even more significantis that they are the technology generation, and their use of, and dependence on,technology far exceeds ours as teachers. Although many millennials are labeledas unreliable, we must believe that they will make the right decisions.

So as teachers, we must trust our students first,and then they will surprise us. At the same time, I want to say that teaching isnot an easy profession. It is always changing – not only the students, but alsothe teaching content and teaching methods. But even so, we must adhere to our beliefin education and constantly keep up with the times, our students, advanced industryknowledge, and the changes brought about by technology. We can’t stay in ourown comfortable environment fearing challenges and complications. That’s whyCHEI is committed to spreading more positive energy to motivate teachers. The mostimportant thing is the self-motivation mentioned by Rainer. Only with self-motivationcan we find our professional mission as a teacher and feel happiness from work.

-END-

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