独家专访：新加坡莱佛士酒店董事总经理兼印尼莱佛士酒店区域总经理Christian Westbeld

“在 新加坡莱佛士酒店典雅的廊柱与棕榈婆娑的庭院之间，传奇并非仅存于过往的荣光中，它依然鲜活地生长于每一次的相遇、每一次的感官触动里。

本期领袖视界，我们很荣幸邀请到同时守护着莱佛士两大灵魂目的地：新加坡与巴厘岛的掌舵者Christian Westbeld，新加坡莱佛士酒店董事总经理兼印尼莱佛士酒店区域总经理。他不仅是一位杰出的管理者，更是一位对生活之美饱含热忱的“鉴赏家”。

在本次对谈中，他将与我们分享如何让两座拥有迥异灵魂的酒店彼此对话，以及在这个追求速度的时代，奢华酒店如何回归本质，投资于那些最不可替代的价值，人与人的深刻联结。这不仅是关于两家传奇酒店的叙事，更是一次对当代奢华体验内核的温柔探寻。

Between the elegant columns of Raffles Singapore and its palm-fringed courtyards, legend is not merely a relic of the past it thrives, alive in every encounter and sensory touch.

Today, we are privileged to host the steward of two of Raffles' most soulful destinations: Singapore and Bali.

He is not only an exceptional manager but also a true "connoisseur" of life's beauty. In this conversation,he shares us how two hotels with vastly different souls can engage in a dialogue, and how, in an era that prizes speed, luxury hospitality must return to its essence investing in the most irreplaceable value of all: profound human connection. This is more than a narrative about two legendary properties; it is a gentle exploration into the very heart of the contemporary luxury experience.

Q：时尚优生活ULIFE  

A:Christian Westbeld,

Managing Director of Raffles Singapore and Regional General Manager of Raffles Indonesia.

Q:我们想从一个轻松的观察开始。在莱佛士的精品店，客人们可以把“传奇”带回家。如果请您，以一位生活鉴赏家的身份（而非总经理），推荐一件最能代表当下莱佛士精神的生活美学单品，它会是什么？为什么？

A:如果抛开总经理的身份，仅从一个欣赏美、仪式感与匠心工艺的人的角度出发，我会选择一款莱佛士精品店的标志性香水，比如鸡蛋花香氛，或是一款以酒店花园和历史空间为灵感设计的蜡烛。

香气是最能承载记忆的媒介之一。在离店许久之后，一缕特定的香气仍能瞬间将您带回那段时光，让您重温在绿棕阁的漫步、在 Writers Bar 度过的夜晚，或是在俯瞰庭院的套房里享受的宁静一刻。对我而言，这种情感上的共鸣，恰恰捕捉到了今日莱佛士的精髓：优雅且私人专属的感官盛宴。

这件物品代表了莱佛士在当下诠释奢华的方式。它并非为了拥有某件装饰品，而是为了重温一种感觉。这体现了我们的理念：真正有意义的体验，会悄然伴随你，成为你日常生活一部分，而非束之高阁的东西。

不过，精品店里还有众多其他选择，我很难只专注于一件物品。因为我想留住的，不只是莱佛士酒店的时光，也包括人生中其他挚爱时刻的回忆，比如在高尔夫球场上度过的时间。精品店提供丰富多样的联名服饰，甚至是莱佛士品牌的高尔夫球包。

A: Let’s begin with a light observation. At the Raffles Boutique, guests can take a piece of the “legend” home. If you—as a connoisseur of life, not the GM—were to recommend one lifestyle object that best represents the
current Raffles spirit, what would it be? And why?

If I were to answer not as Managing Director, but simply as someone who values beauty, ritual and craftsmanship, I would choose a Raffles Boutique signature fragrance of frangipani or candle inspired by the hotel’s gardens and heritage spaces.

Scent is one of the most powerful carriers of memory. Long after a stay has ended, a fragrance has the ability to transport you back and reminisce: to a quiet walk through the Palm Court, an evening at Writers Bar, or a moment of calm in a suite overlooking the courtyards. For me, that emotional recall captures the essence of Raffles today: refined, sensory and deeply personal.

This object represents how Raffles approaches luxury now. It is not about owning something ornamental, but about reliving a feeling. It speaks to our belief that the most meaningful experiences are the ones that quietly stay with you, becoming part of your everyday life rather than something kept behind glass.

Yet there are so many other choices that I can just not look at one object. While I would like to remember my time at Raffles Hotel, I would also like the memories during my favorite moments in life, for example on the golf course. The Boutique offers a wide arrangement of co-branded apparel all the way to Raffles branded golf bags.

#1

双城定位

Two-city positioning

Q:您同时守护着新加坡莱佛士（传奇的源头）与巴厘岛莱佛士（天堂的缩影）。在您心中，它们是互补的“双子星”，还是拥有截然不同灵魂的独立个体？您如何用一句话，向世界定义它们各自不可替代的角色与魅力？

A:新加坡莱佛士与巴厘岛莱佛士并非彼此的复刻，而是两个拥有独特灵魂的目的地，由共同的理念紧密相连：在这里，时光放缓，宾客得以深度沉浸于目的地之中。

新加坡莱佛士是我们起源的守护者，承载着思想、文化与社交的内核——历史通过对话、外交与思想的碰撞在此持续演进。它肩负着传承的分量，亦承载着在现代国际都市中保持活力的使命。

而巴厘岛莱佛士，则是与灵魂对话的处所。它深邃、灵性而本真——在这里，自然、身体与内心的平衡成为绝对的主角。

若要用一句话定义：新加坡莱佛士让你扎根于世界；巴厘岛莱佛士让你重新与自己联结。两间酒店还有一个共通之处：任何影像都难以真正捕捉它们全部的美。

二者共同诠释了莱佛士完整的世界观。

Q:You simultaneously steward Raffles Singapore (the source of the legend) and Raffles Bali (a slice of paradise). In your mind, are they complementary “twin stars,” or independent entities with distinct souls? In one sentence, how would you define their respective irreplaceable roles and appeals to the world?

A:Raffles Singapore and Raffles Bali are not mirrors of one another but they are distinct souls and destinations connected by a shared philosophy, where time slows down and residents immerse deeply into the destination.

Raffles Singapore is the custodian of our origins. It is intellectual, cultural, and social - a place where history continues to evolve through dialogue, diplomacy and ideas. It carries the weight of legacy, but also the responsibility to remain relevant in a modern, global city.

Raffles Bali, by contrast, speaks to the soul. It is deeply immersive, spiritual, and elemental - a destination where nature, wellness, and inner balance take center stage.

If I were to define them in one line: Raffles Singapore grounds you in the world; Raffles Bali reconnects you with yourself. Both properties are also connected by the phenomena that pictures are never truly able to capture the full beauty of each destination.

Together, they offer a complete expression of the Raffles worldview.

#2

文化策展系统

Cultural Curation System

Q:两家酒店都将本地文化（如娘惹遗产、巴厘岛灵性）转化为深度体验。这背后是否存在一套标准的“文化挖掘与体验转化”系统？如何确保这些体验既原真，又能每一次都稳定地满足高端客人的期待？

A:我们没有刻板的系统，但有一套深思熟虑的理念。我们秉持谦逊，认识到文化不应被浮于表面地粉饰，而应通过倾听与合作来赢得。

在新加坡，这意味着与历史学家、土生华人家族、艺术家及餐饮文化传承者合作，确保宾客的体验皆根植于真实的叙事。在巴厘岛，文化的诠释则需要保有对灵性、仪式和这片土地韵律的深深敬意，这些常常需要当地长者和社群领袖的指引。

关键在于融合，而非做秀。文化必须让人感受到是生活的一部分，而非刻意的布置。一致性源于培训、故事讲述和对文化共同的理解，而不是照本宣科。当我们的员工理解了一项体验背后的深意，真诚便会自然流露。我们以高度的情感与精神共鸣，打造极致奢华。

Q:Both properties translate local culture into profound experiences. Is there a standardized system for “cultural discovery and experience translation” behind this? How do you ensure these experiences remain authentic while consistently meeting the high expectations of discerning guests every single time?

A:There is no rigid system, but there is a very deliberate philosophy. We begin with humility by acknowledging that culture is not something to be curated superficially, but something to be earned through listening and partnership.

In Singapore, this means collaborating with partners who could be historians, Peranakan families, artists and culinary custodians to ensure that experiences are rooted in genuine narratives. In Bali, cultural translation requires deep respect for spirituality, ritual and the rhythm of the land which are often guided by local elders and community leaders.

The key is not performance, but integration. Culture must feel lived-in, not staged. Consistency comes from training, storytelling and shared understanding not scripts. When our people understand why an experience matters, authenticity follows naturally. We create luxury at the highest emotional and connection level.

#3

服务制度化

Institutionalization of Services

Q:莱佛士管家的传奇与一线员工自发的温暖举动，共同定义了服务的高度。您如何通过培训体系与文化激励，将这种“服务艺术”转化为品牌稳定且可传承的基因，而非依赖个别明星员工？在“标准化”与“个性化”之间，莱佛士的平衡点是什么？

A:莱佛士的服务常被誉为一种艺术，但艺术仍需框架支撑。作为领导者，我们的责任是确保这种艺术匠心体系化的同时不失其精髓。通过规范化的培训、指导以及文化浸润，尤其是在我们的管家服务培训中——我们传授的是原则与心意，包括：预见、审慎、情感感知与从容自信，而非刻板的流程。

标准化与个性化之间的平衡是经过深思熟虑的。标准保障了宾客体验不出差池；个性化则确保我们的服务保有人文温度。在莱佛士，我们将价值观标准化，同时赋能个体的独特性。这正是服务既能始终如一，又能饱含人情味的原因。

Q:The legend of the Raffles Butler and the spontaneous warmth of frontline staff together define service excellence. Through

training systems and cultural incentives, how do you institutionalize this “art of service” into a stable and heritable brand DNA, rather than relying on individual stars? Where does Raffles draw the line between “standardization” and “personalization”?

A:Service at Raffles is often described as an art, but art still requires structure. Our responsibility as leaders is to ensure that this artistry is institutionalized without being diluted. Through structured training, mentoring and cultural immersion particularlywithin our Butler program. we teach principles and gestures rather than procedures: anticipation, discretion, emotional awareness and quiet confidence.

The balance between standardization and personalization is very intentional. Standards protect the guest experience from failure; personalization ensures it never feels mechanical. At Raffles, we standardize values and empower individuality. That is how service becomes both consistent and deeply human.

#4

中国市场洞察

Chinese Market Observation

Q:面对注重“深度体验”而非“浅层观光”的中国高端游客，莱佛士如何分别为新加坡和巴厘岛这两个气质迥异的目的地，打造出能真正打动他们的独特行程？

A:如今，中国高端游客的品味越发独到。他们对走马观花式的观光兴致索然，反而更倾向于那些富有意义、有故事内涵的深度体验。

在新加坡，我们为此精心策划了历史体验之旅，譬如私人的历史文化讲解服务、量身定制的土生华人餐饮体验，并邀约文化引路人为宾客带来超越表象的深刻视角。同时，我们还与伙伴携手打造了一系列独家体验，例如探访全球最大的爱彼门店及其在全球首家且唯一一家咖啡馆，或参观世界上仅此一家的梵克雅宝秘密花园等。

在巴厘岛，我们将体验的重心转向身心之内。这里的体验包括精神层面的探索、以自然为本的身体疗愈，以及在现代生活中愈发稀缺的静默与沉思时刻。巴厘岛莱佛士是一处真正的避世之所。

贯穿两者的是那份用心。无论在哪一处目的地，每一段体验都必须是个人专属的、周到的、与情感深度联结而非千篇一律的。

Q:For Chinese luxury travelers who seek “deep experiences” over superficial sightseeing, how does Raffles design truly resonant and distinct itineraries for two vastly different destinations: Singapore and Bali?

A:Chinese luxury travelers today are exceptionally sophisticated. They are less interested in surface-level sightseeing and far more drawn to meaningful, story-led experiences.

In Singapore, we respond by curating heritage journeys such as private historical narratives, curated Peranakan dining, and access to cultural tastemakers who offer perspective rather than spectacle. At the same time, we have curated experiences with partners that are nowhere else to be found, such as the world’s largest Audemars Piguet House with the world’s first and only AP Café, the world’s only Van Cleef & Arpels Secret Garden and many more.

In Bali, the focus shifts entirely. The experience becomes inward including spiritual encounters, nature-led wellness and moments of silence and reflection that are increasingly rare in modern life. Raffles Bali is a true retreat.

The common thread is intentionality. Every experience must feel personal, considered, and emotionally resonant not generic, regardless of destination.

#5

传统节日焕新

Reimagination of Traditional Festivals

Q:在庆祝农历新年这类传统节日时，许多酒店的做法可能停留在装饰与特定菜单。莱佛士是如何思考的？如何让节庆体验超越这些形式，真正触及节日的文化内核与情感意义，从而为宾客创造独特而深刻的记忆？

A:在莱佛士，我们从不将节日视为日历上的标记，而是将其视为情感凝聚的时刻。

以农历新年为例，我们的重心并非仅仅是装饰或菜单，而是节日背后的深意：团圆、延续、更新与繁荣。这些美好的寓意，通过细腻的巧思传递——从客房内富有象征意义的摆设，到讲述文化故事的团圆饭，再到那些致敬家族与传统、体贴入微的服务瞬间。其中一大亮点，是每年在大堂举办的传统舞狮表演，这项邀请全体酒店宾客共同参与的仪式，旨在为人们带来繁荣与吉祥。由名厨梁子庚主理的「艺」餐厅，则呈现了一系列在中国都难得一见的中华地方菜系精粹，这无论对本地居民还是海外宾客而言，都是一项独一无二的体验。

我们致力于让宾客感受到，他们不仅仅是在莱佛士庆祝节日，更是在与莱佛士一同庆祝——以一种专属、充满敬意且令人难忘的方式。

Q:When celebrating traditional festivals like Lunar New Year, many hotels might focus on decorations and special menus. How does Raffles think about this? How do you ensure the festive experience goes beyond these forms to truly touch the
cultural core and emotional significance
of the occasion, thereby creating unique and profound memories for guests?

A:At Raffles, we do not approach festivals as calendar events, we approach them as emotional moments.

During Lunar New Year for example, our focus is not simply on décor or menus, but on meaning: reunion, continuity, renewal and prosperity. These values are expressed through intimate gestures from symbolic in-room elements to storytelling dinners and thoughtful service moments that acknowledge family and legacy. A key highlight is our annual traditional Lion Dance performance at the Grand Lobby which ushers in prosperity and good fortune for all, a ritual which all hotel guests are invited to participate in together. Yi by Jereme Leung presents the rich heritage of regional Chinese cuisines that are rarely seen outside of China, another unique proposition for both our local and overseas guests.

Our aim is for guests to feel that they are not just celebrating at Raffles, but celebrating with Raffles in a way that is personal, respectful, and memorable.

#6

管理平衡哲学

Managerial Balance Philosophy

Q:驾驭这两家传奇酒店，本质是在平衡多重张力：历史的厚重与当下的活力、全球的标准与本地的灵魂。在您众多的决策中，维系哪一种平衡最具挑战性？您的核心决策原则是什么？

A:最难以把握的平衡，在于如何既致敬历史，又拥抱变化。我的指导原则是目标清晰。每一个决策，都必须尊重我们所承载的历史传承，同时满足当下宾客的期许。传统应当启迪进步，而非固步自封。一项举措，若能增进情感共鸣、深化故事讲述，或提升宾客体验，那么它就属于莱佛士。若其存在仅仅是为了追逐潮流，则不然。

Q:Steering these two legendary properties is essentially balancing tensions: historical gravitas vs. contemporary vitality, global standards vs. local soul. Among these, which balance is the most challenging to maintain? What is your core decision-making principle?

A:The most challenging balance is navigating between honouring history and embracing change. My guiding principle is clarity of purpose. Every decision must respect the legacy we are entrusted with, while still serving the expectations of today’s guest. Tradition should inspire progress, not inhibit it. If an initiative enhances emotional connection, deepens storytelling, or elevates guest experience, it belongs at Raffles. If it exists purely to follow trends, it does not.

#7

个人领导印记

Personal Leadership Imprint

Q:荣获“年度最佳总经理”，是对您个人领导力的肯定。您认为您为莱佛士品牌注入的最独特的“印记”是什么？是一种新的叙事方式、一种团队动能，还是一种与众不同的待客美学？

A:若问我希望留下怎样的印记，那便是一种将情感智慧与卓越运营等量齐观的文化。我相信，伟大的待客之道始于幕后。当团队感受到被信任、被尊重、被激励，服务便会成为一种本能，而非刻意的表演。我的职责，是营造一个让人们能够安心付出的环境，因为关爱无法强求。

而最终，宾客所感知并铭记于心的，正是这种集体的能量——它胜过任何有形的陈设。

Q:The “GM of the Year” award affirms your personal leadership. What is the most unique “imprint” you believe you have infused into the Raffles brand? Is it a new narrative, a team energy, or a distinct hospitality aesthetic?

A:If there is one imprint I hope to leave, it is a culture where emotional intelligence is valued as highly as operational excellence. I believe great hospitality begins behind the scenes. When teams feel trusted, respected and inspired, service becomes instinctive rather than performative. My role is to create an environment where people feel safe to care, because care cannot be forced.

That collective energy, more than any physical element, is what guests ultimately feel and remember.

#8

行业思想传递

Industry Experience Dissemination

Q:最后，请将这个奖项视为一个向行业传递信念的契机。关于“未来奢华酒店真正值得投资的核心”，您最想分享的一个坚定信念是什么？

A:未来奢华酒店业的核心，不在于规模、科技或奇观本身，而在于人与人之间的连接、个性特质以及对在地感官的深刻诠释。

任何酒店所能做的最有意义的投资，便是投资于员工——投资于他们的好奇心、情感感知力与使命感。因为，宾客或许会忘记房型或菜单，但他们永远不会忘记自己曾感受到的温情。这一信念，不仅是我们的哲学，更是莱佛士继续构筑未来的基石。

Q:Finally, see this award as a chance to share a conviction with the industry. Regarding“the core worth investing in for the future of luxury hotels,”what is one firm belief you wish to share?

A:The future of luxury hospitality does not lie in scale, technology, or spectacle alone. It lies in human connection, individuality and a clear sense of place.

The most meaningful investment any hotel can make is in its people - their curiosity, emotional awareness and sense of purpose. Because while guests may forget the room category or the menu, they will never forget how they were made to feel. That belief is not just a philosophy, it is the foundation upon which Raffles continues to build its future.

“从一缕能唤起记忆的鸡蛋花香，到巴厘岛深邃的自我对话；从对历史传承的审慎守护，到对员工情感智慧的珍视——这场对话为我们展现了一个层次丰富的莱佛士世界。它让我们看到，真正的奢华并非源于宏大的叙事或冰冷的科技，而是根植于对文化真诚的敬畏，对服务艺术近乎本能的演绎，以及对“人”的深切关怀。正如受访者所言，宾客或许会忘记房间的号码，却永远不会忘记曾被感动的那一刻。这份关于联结、情感与归属感的信念，不仅定义了莱佛士的今天，更为未来奢华酒店业点亮了一盏温暖的引航灯。感谢您与我们一同聆听这段来自传奇深处的声音。

From the evocative scent of frangipani that carries memories, to the profound inner dialogue fostered in Bali; from the careful stewardship of a historic legacy, to the deep appreciation for the emotional intelligence of every colleague—this conversation has unfolded a rich and nuanced world of Raffles.

It reveals that true luxury does not stem from grand narratives or cold technology, but is rooted in a sincere reverence for culture, an almost instinctive mastery of the art of service, and a profound care for people. As our guest so aptly noted, guests may forget the room number, but they will never forget how they were made to feel. This belief in connection, emotion, and a sense of belonging not only defines Raffles today but also lights a warm, guiding path for the future of luxury hospitality. Thank you for joining us in listening to this voice from the heart of legend.