"Golden Key Grand Slam" Shanghai Wheelock Square 2017: Good Tidings for Reputation & Revenues

Transcription

1 1 Press Release "Golden Key Grand Slam" Shanghai Wheelock Square 2017: Good Tidings for Reputation & Revenues (December 18, 2017) Shanghai Wheelock Square, a famous landmark office building in Puxi, Shanghai, captured the Golden Key International Alliance (GKIA) s "6S Management Innovation Award at the 22nd Annual Congress of Concierge China & 3rd China Service Forum. The award requires companies to provide customers with high-quality products and a comfortable, convenient, fast and personalized service experience that demonstrate innovation and effectiveness in terms of revenue/expenditure, marketing or service. By winning the award again this year that conforms to the 6S spirit (save worry, save trouble, save money, save human resources, save time, save labor) for upgraded property services, Wheelock Square has not only achieved a grand slam in this year s GKIA s Business Management Awards; it has also brought the year 2017 for this Super Grade A office building, renowned for its service, to a perfect conclusion. Wheelock Square accomplished a grand slam in the 2017 GKIA awards competition Respecting the Client: The Secret behind "Golden Key Grand Slam Its strategic location, iconic architectural design and state-of-the-art facilities aside, the key factors behind Wheelock Square s undisputed lead in the nationwide office market are its

2 2 world-class property management service, and its "people-oriented, customer-oriented" concept of service that truly helps it stand out from a host of excellent projects. As the sole Super Grade A office building in China to provide an in-house developed Housekeeper Property Management, Wheelock offers around-the-clock service to each tenant so that their needs and difficulties can be handled and resolved satisfactorily in the shortest time possible. Beginning with the 24-hour, five-star hotel basic services offered by the duty manager, concierge and porters, and extending to a variety of customized, high-end services, Wheelock Square employs its personalized service, forward-looking positioning, and sincere teamwork spirit to win favor with the tenants, all of which attracts imitation by a host of other property management firms. Since operations began seven years ago, the building has received countless awards and become an industry benchmark for the premium office market in Shanghai, and even within China as a whole. Thanks to its unremitting efforts, in 2017 Wheelock Square was presented with multiple awards by the GKIA: "Alliance 5C Quality Award," "Alliance Luxury Attitude Award", "6S Management Innovation Award" and "Award of Merit in Service. Awards from all of Alliance Operations Management business categories ended up in its pouch, making it one of just eight firms among several hundred players in heated competition to be an annual Golden Key Grand Slam winner. The Office Environment: Customer First As a benchmark for Shanghai s Super Grade A office buildings, Wheelock Square understands very well that during the daily life of a white-collar worker, an average 85% of the time is spent indoors, and thus the office environment is particularly important. The building always attaches importance to the white-collar "user experience" and devotes itself to creating a comfortable, healthy and eco-friendly green office environment. Thanks to its dedicated efforts, early in 2017 Wheelock Square was once again bestowed with the title of "Advanced Commercial Building for Indoor Air Quality Assessment in Public Area of Shanghai," awarded by Shanghai Indoor Contamination Control Industry Association, making it one of just 12 commercial buildings citywide to receive this recognition. To wage the air defense war to its fullest, the building also takes the initiative to commission an authoritative CMA-qualified, third-party professional environmental testing agency. Once every four months it takes samples from different floors and tenants and conducts a thorough test of indoor air quality, as we strive to extend air quality control to every corner of the building, and on that foundation, continue to improve response measures to ensure that the air is healthy and safe. Wheelock Square launched the fourth "Indoor Air Quality" rigorous and meticulous testing process on November 14, 2017: a total of more than 10 floors and nearly 20 tenant units were selected where six key indicators were monitored and measured: "Formaldehyde", "Benzene", " "Ammonia", "total volatile organic compounds", "respirable particulate matter" and "fresh air volume." The results of the report were reassuring. The building proactively responds to winter "haze" weather, and throughout an eight-hour period and within a relatively controlled range, it minimizes damage to office workers that can be generated by problematic air quality. Wheelock Square s management of central air conditioning system is also very strict. To handle the fresh air system and air conditioning refrigeration room, arrangements are made for regular cleaning and

3 3 disinfection by dedicated staff. Especially for the air filter, the method employed is replacement every three months in order to avoid secondary pollution caused by poor cleaning. In addition, an ultraviolet germicidal lamp is installed in the air handling unit (AHU) to sterilize and disinfect the air to minimize reactions to office discomfort due to air quality problems, resulting in symptoms such as eye dryness, respiratory discomfort, skin irritation, and abnormal fatigue, lack of energy or drowsiness. Wheelock Square s "air defense war" is waged year-round Technological progress also permits air quality, formerly "invisible and untouchable", to be expressed in quantifiable norms. Via constantly upgraded intelligent devices, Wheelock Square dynamically monitors indoor air quality (AQI), especially the PM2.5 count of concern to white-collar workers. Employees are greeted daily by an on-screen display in the lobby providing indoor/outdoor AQI readings to remind everyone to do a good job of protection and prevention. At the same time, we vigorously cooperate with the Shanghai Municipal Health Promotion Commission and tenants to jointly promote laws and regulations that ban smoking entirely, and strengthen monitoring and education regarding the ban in order to ensure that each white-collar staff member can enjoy healthy breathing. In addition to the smart upgrade of air quality monitoring, in 2017 Wheelock Square also fully upgraded its access control system, the Smart Guest Registration System, to cope with the security risks posed by visitors frequent entries and departures, due to heavy traffic in the Jing an Temple central business district (CBD) where the building is located. In order to better manage visitors and protect the safety and interests of office tenants, Wheelock s Engineering and Technology team kept pace with the times and after months of unremitting experimentation, the visitor system was upgraded and implemented. The system integrates

4 4 cutting-edge technologies such as advanced document scanning, document identification (ID card, driving license, passport, Home Return Permit, Exit-Entry Permit for Travelling to and from Hong Kong and Macau, etc.), digital camera, face recognition and high-speed thermal printing. In terms of usability, reliability, flexibility and scalability, performance is impressive and rapid visitor registration has been successfully implemented. With this as a foundation, the system adopts international advanced technologies such as access control and data encryption to effectively prevent hacker attacks and ensure high data security. As a result, it provides greater office security for tenants and enhances the building s comprehensive security management level, while simultaneously adapting the structure to the requirements of modern urban management. The application of this system also attracted attention and praise during the assessment phase of this year's Golden Key "6S Management Innovation Award" competition, thereby further enhancing the overall image of Wheelock Square. Intelligent access control system upgrade greatly enhanced the efficiency of the visitor registrations 8 hours of Positive Energy "Eight-Hour Positive Energy" is another impression that the Wheelock Square has always given to tenants. Wheelock has consistently held that office building culture should be longterm, with warm, personalized service and companionship. The building should have more interaction with tenants so that white-collar workers can greet their work with a more positive and pleasant attitude. In operation for more than seven years now, Wheelock has accompanied white-collar professionals along the way as they have grown; we not only care about their needs, we are well-versed in them. Since 2013 when our "8-Hour Positive Energy" concept was launched to encourage white-collar workers to achieve a balance between their business and off-duty lives, the building has become the most dynamic and influential one in the Jing an CBD, thanks to a series of exhibitions, online and offline

5 5 interactive dialogues, white-collar classroom, as well as activities such as Tower running Grand Prix. The vibrant "8-hour positive energy" office building vertical community Wheelock Square has painstakingly created a vertical community for the building s whitecollar workforce: from the great annual event, the Tower running Grand Prix, to the creative exhibition of 3D works in paper, named as Shredded,by popular online artist, Denmark s HuskMitNavn; From noontime Creativity Classes" to the salons for whitecollar professionals held during after-work hours, and other activities combining fashion, art and health, we have created a multidimensional Body-Heart-Mind space for communication. The Wheelock Limited Edition Calendar, an annual gift, is even more popular among the white-collar workers. From the "energetic" Year of the Rooster in 2017 to the upcoming "long-lived Year of the Dog in 2018, the calendar epitomizes the building s unique vitality along with its progressive building culture. This building culture that has warmth, personality and strength is consistent with the people-oriented service concept to which Wheelock is devoted. This uniquely humane spirit helps Wheelock Square transcend the towering and cool image of pure reinforced-concrete office space. In addition to being "Super Class A" and an "International benchmark, it also emanates infinite dynamism and vitality. With this additional dose of humanity, the building is transformed into an inseparable part of the white-collar professional s work and life.

6 6 Wheelock s 2018 calendar for the Year of the Dog Corporate Empowerment vs. "DNA-for-Growth" team Wheelock s "people-oriented" concept naturally applies not only to the building s tenants, but to our staff as well. The company knows full well that the ultimate password to invincibility in the property management industry is extraordinary first-class service, and in the final analysis the quality of service is determined by people Only happy staff guarantee happy tenants. Relying on the visionary talent development concept and comprehensive human resources system of Wharf (Holdings) Ltd, its parent company, Wheelock Square attaches great importance to staff training and insists on combining the personal goals of staff with corporate development to achieve a win-win situation for both parties. This means using a sustainable approach to human resources in order to drive the company s own sustainable growth.

7 7 "Sustainable growth" is rooted in sustainable human resource development In pursuit of "outstanding service," Wheelock Square invests huge manpower and resources every year, and promotes a culture of caring and service to build a positive and happy working atmosphere. The Human Resources Department targets the entire workforce with a wide range of training courses, practical operations and performance evaluation mechanisms, in order to enhance staff service skills, raise employee service awareness and spirit, and support employees in all aspects of development. According to the service standards of each department, Wharf established the "Wharf Institute of Service Excellence," which offers step-by-step courses with universal applicability as well as others that target specific jobs. Through service sharing sessions, it communicates corporate culture and inspires thinking, so that employees understand what is meant by service, study how to put it in action, and eventually internalize it. Through the Mystery Person Program, service benchmarks are regularly assessed within the organization and among competitors; excellence is thereby rewarded, deficiencies are made up for, and complacency is prevented. Via ongoing and innovative means such as the Star Award and Smile Ambassador Election, staff s sense of the value of their job and pride in their work are enhanced. Each department integrates the needs of its posts, researches and sets appropriate work goals, and implements timely and effective training methodology to ensure that employees standards of service are rapidly upgraded. As Mr. Dave Siu, Assistant Director and General Manager ( office leasing) of Wharf China Estates Ltd, stated in his message to all staff at the beginning of the year s 2017 RICS Award ceremony, when Wheelock Square captured the "Outstanding Office Team of the Year Award": "Only when sustainable development penetrates service, brand, personnel training and other levels, can this skyscraper really attain the status of limited space, unlimited potential. Indeed, the Wheelock team treats this as a goal to be attained, constantly striving to make progress in order to use sustainable, and progressive property management and

8 8 service quality to achieve self-improvement, constant growth and progress on the path ahead. Strength in Unity: Great Achievement with 97% Occupancy Rate Humanity rewards sincerity, business rewards trustworthiness, industry rewards competence. Under the leadership of Mr. Dave Siu, the Wheelock team all made a concerted effort to provide first-class and complete facilities, five-star hotel-style concierge services, a professional and international staff team, and attentive, warm service spirit to lay a highquality, solid foundation for the new and continued leasing business of the building in This resulted in a 97% occupancy rate, an impressive result, allowing Wheelock Square to stand out from the pack, despite a weakening of demand in the CBD s homogenized, highly competitive marketplace. Join forces for a win-win situation: world-class building quality and service + satisfied and trusting tenants for Wheelock By virtue of its own professionalism, accessibility and exceptional sensitivity to the market, the leasing department has pioneered a path in the wilderness and proceeded ahead courageously, winning the satisfaction and trust of tenants and markets. In 2017, despite the skyrocketing supply of office space and recurring waves of office tenancy de-centralization, a large number of existing high-quality tenants still chose to remain at Wheelock Square, as we attained an overall repeat leasing rate exceeding 70%. Many of them are Fortune 500 companies, such as Toyota Tsusho, Rio Tinto trade, and Takeda (China). In 4Q 2017 we recorded the successful introduction of SanDisk Corp., MHP Law Firm and other internationally renowned tenants, which reflects confidence in a win-win outcome among high-quality companies that join forces with Wheelock. Embrace new technology, walk shoulder-to-shoulder with the world In the ever-changing Era of Intelligence, science and technology are transforming lives. And they are transforming business too. As an international premier metropolitan

9 9 benchmark for service excellence, Wheelock Square is also totally dedicated to upgrading the entire building to bring more intelligent and personalized service to tenants. In addition to the smart access control system for visitors, Wheelock will also gradually implement upgrading and renovation of smart parking lots and "property management" on mobile-end systems, etc., pro-actively embracing the Era of Intelligence. Leveraging the dual technological capabilities of the "Internet" and the "Internet of Things", from "intelligent buildings" to "smart housekeepers", our highly-anticipated "housekeeper-style property management" will be more intelligence-enabled and efficient, more powerful and possessing unlimited space for upgrading and extension. In 2018, in the face of emerging trends in the future world and the potential for unlimited development, Wheelock persists in its pro-customer orientation, world-class standard heartfelt service, the latest intelligent building technology, the most dynamic building culture, adhere to mutually sustainable development with our tenants, and together welcome the new waves in the world economy. The future has arrived, and we shall go together hand-in-hand! End About Wheelock Square Wheelock Square is located at No. 1717, West Nanjing Road and stands at 270 meters high. The building has a total floor area of 150,000 square meters. The main building has a total of 61 floors, of which 50 are offices. There are also two annex buildings providing high-end retail and dining facilities. The building was developed by Wharf Group and designed by New York architectural firm Kohn Pederson Fox. Thanks to its iconic architecture, sustainable construction concepts, superb location, worldclass property management services and leading support services, it has attracted a large number of top international tenants, setting the industry benchmark for high-class offices in Shanghai and the rest of China. Between 2011 and 2012, it won the 2011 MIPIM Asia Awards Bronze Award for Best Commercial Center and the 2012 Quality Building Award. In 2013, thanks to its forward-planning and significant investment in sustainable innovation, the building won three prestigious financial platform awards. It also won the Asia Pacific Customer Service Consortium (APCSC)'s "Outstanding Customer Relations and Services Award: Award for Best Customer Experience Management". From 2014 to 2015, it was presented with multiple awards by the Golden Key International Alliance (GKIA): the High- End Property Outstanding Service Award, Alliance Taste in Service Award, and the Alliance Building of Choice. Wheelock Square's distinguished property quality, high-quality services and brand communicability have made it the undisputed champion of China's office market and earned it international recognition. In the same year, Wheelock Square won all the corporate awards of 2017 Alliance Operation and Management of Golden Key International Alliance, becoming one of the eight domestic winners of all annual awards of Golden Key. Website: