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領匯企業街市團隊:
(左起)吳少權、吳鴻揮、陳尚達、劉煉明及李健威
The Link’s Fresh Market Asset Management Team:
(from left) Brian Ng, Myron Ng, Sammy Chan, Jimmy Lau and
Paul Li

香港每一個社區角落總會有街市的蹤影，街市是我們生活裡不可缺少的部分，亦是香港飲食文化重要的一環。領匯於香港擁有超過九十個街市，並由其企業街市團隊負責營運、租務及發展項目事宜。是次請來領匯街市資產管理主管陳尚達及其團隊分享他們在日常工作上所面對的挑戰，以及團隊所肩負的使命。

與商戶共建理念 為社區添生氣

陳尚達說：「街市年中無休，是一個社區各方人士碰面的聚腳點，更是一個充滿人情味的地方。街市獨具特色的經營文化，每天為『街坊』提供新鮮及選擇繁多的食材，更有帶動社區生氣的作用，因此這個傳統文化實在值得保留。」作為擁有最多鮮活街市的業主之一，領匯不但肩負起改善整體街市營運環境、服務社群及增加社區凝聚力的責任，更同時要設法讓這個傳統文化得以持續發展。因此，領匯企業街市團隊一直以來不斷求進求變，透過不同方法，為一向被視為古老陳舊的街市重塑形象，為社區增添生氣。

除了提升街市的形象外，企業街市團隊亦希望藉著他們的發展策略，改變時下年青人對於街市及飲食文化的認知，讓他們重新觀照街市這個營商環境，令街市檔戶的生意可以傳到下一代的手中，使他們的經商以致財富累積的心得得以延續。

街市檔戶「管」與「教」

與商場商戶不同，街市檔戶大多數為個體戶，這些個體戶的店主每天大部分的時間都在店舖內，因此他們十分重視自己與客人的關係。但是這些個體戶不善於宣傳及推廣的工作，因此領匯企業街市團隊便需要發揮其連繫社區的作用，一方面要做好管理，與檔戶分享管理的觀念，好使他們接受企業的營運模式；同時亦需要教導檔戶，讓他們更能掌握現今消費者的期望，使他們能與時並進，滿足各方顧客的需求。

為了要與檔戶建立共同理念，領匯企業街市團隊的同事經常親身到街市向檔戶作示範，亦會主動帶同商戶到其他已作改善的街市參觀，讓他們與相關檔戶交流，親自去感受改變可為他們帶來的成果，從而增強感染力。

要做到各方互相配合，共創更佳的營商環境，有效的溝通最為必要，領匯會透過商會的活動與檔戶作定期的溝通及交流，於領匯商戶學堂開辦不同類型的課程為街市商戶增值，同時亦會以不同形式，如與商戶共慶佳節等，與檔戶建立互信的關係。

以平民化贏取檔戶信任

街市大部分的商戶已扎根數十年，因此要影響他們既定的營運方法，實在是一門學問。陳尚達提到，要做到讓商戶願意與團隊真情對話，團隊要先放下自己作為企業代表的身段。「我常要求我的同事要穿得平民化一點，最好不要穿西裝及打領帶，要把自己當作街市商戶之一，這樣才能設身處地去瞭解他們的需要，更有效地與他們溝通。」陳尚達說，負責租務的同事更要走出辦公室，帶同租約到街市與檔戶洽談租務事宜呢！陳尚達續說：「我們的工作既富挑戰性亦具滿足感，如你有興趣加入我們的團隊，歡迎與我聯絡。」

In Hong Kong, fresh markets exist in every community. Not only are these markets indispensable to our daily lives, but they are also of utmost importance to the unique culinary culture of Hong Kong. The Link owns more than 90 markets in Hong Kong, and its Fresh Market Asset Management Team is responsible for the fresh markets’ operation, leasing and development projects. We interviewed Sammy Chan, Head of Fresh Market Asset Management, and his team, and they shared their mission and the challenges they face every day.

Build with Tenants and Vivify the Community

“Fresh markets operate year round and are always very busy. They provide a gathering point for the community and are full of the human touch. The business culture of markets is so unique that it not only provides fresh variety of food for the neighbourhood, but also brings vitality to the community. As such it is worth preserving this traditional culture,” said Sammy.

As one of the key fresh market owners in Hong Kong, apart from shouldering the responsibility to improve fresh markets’ overall business environment, to serve the community and promote community cohesion, The Link takes the lead in sustaining the development of this traditional culture. The Fresh Market Asset Management Team has been striving for changes and trying different ways to reshape the image of fresh markets, which have long been perceived as old-fashioned, and thus to vivify the community.

In addition to enhancing the image of fresh markets, the Fresh Market Asset Management Team also aims to change young people’s minds towards fresh markets and dietary culture. When the young become receptive to the business environment of fresh markets, stall tenants can pass on their business and their knowledge on business and wealth building to their next generations.

“Manage” and “Educate” the Stall Tenants

Unlike tenants in shopping malls, stall tenants are mostly self-employed who spend most of their time in their stalls every day, so they are very concerned about the relationship with their customers. While they may lack experience in promoting and publicising their own stalls, the Fresh Market Asset Management Team has a role to play in connecting the community. On one hand, the Team has to manage the tenants and share its management ideology to make them adapt to the corporate mode of operation. On the other hand, the Team has to educate the tenants, so that they can better understand the current expectation of customers and move with the times to satisfy the customers’ various needs.

In order to build mutual faith and common goal with the stall tenants, the Team members always go to the markets in person to do hands-on demonstrations. They proactively invite the tenants to visit the improved markets for communicating with the tenants in those markets. A personal visit enables them to feel and understand a lot more of the outcome of changes implemented.

Effective communication is vital to our cooperation with the tenants and the betterment of the business environment. We stay connected with the stall tenants through participating in activities held by chambers of commerce. The Link Tenant Academy provides various seminars and workshops to keep them abreast of the latest information. The Link also organises a multitude of different activities to celebrate festive seasons with tenants. All these help build up mutual trust between the company and the tenants.

Assimilate to Win Trust

Most of the stall tenants have been operating in the markets for decades, so it’s not easy to change their established mode of operation. According to Sammy, to enable a frank discussion with the tenants, it is of first and foremost importance for his Team to really understand their needs. “I always ask my teammates not to dress in suits. Seeing yourself as one of the tenants will bring you closer to them and make for more effective communication,” said Sammy. As an example, leasing staff responsible for leasing matters do not just sit in the office, but bring with them the leasing contracts to the fresh markets to discuss with the tenants! Sammy said, “Our job is challenging yet rewarding. If you are interested to joining us, you are most welcome to contact me.”

領匯員工大會暨「卓越大獎」頒獎典禮於6月7日假九龍灣國際展貿中心舉行，超過八百名同事、合作夥伴及租戶代表出席，場面熱鬧。

行政總裁王國龍致辭感謝各部門過去一年的努力，並透過猴子的故事，揭示企業文化的形成，對員工以至業務發展的影響。企業一旦故步自封，就會停滯不前。王國龍勉勵同事繼續「承先啟後」，同心以公司的「抱負、使命及信念」為發展方向，進一步加強團隊合作，積極參與社區。

今次員工大會另一焦點就是公布由香港品質保證局進行的「神秘顧客評核計劃」2013年第一回合結果。領匯再次取得佳績，平均得分高於同業。頒發五大「卓越大獎」時，台下同事都為自己區的同事打氣，十分投入，把場內氣氛推至高潮。

同場四位第二屆見習管理人員亦發表了畢業感言，分享他們在領匯的成長和得着，並對公司未來發展提出建議。

The Staff Town Hall and The Link Awards Ceremony was held on 7 June at the Kowloonbay International Trade & Exhibition Centre. The event drew more than 800 staff members, business partners and tenants.

George Hongchoy, CEO of The Link, expressed his appreciation to each of the departments for their contribution last year. He then shared an anecdotal story featuring monkeys, which revealed how staff and business development are affected by corporate culture; if a company resists innovation, it will not be able to move forward.

George encouraged all staff members to focus on the company’s direction and commit to its Vision, Mission and Values to enhance team spirit and engage themselves actively in the community.

Another highlight was the announcement of the first round results of the Mystery Shopper Programme 2013, which was conducted by Hong Kong Quality Assurance Agency. The Link’s shopping centres, on average, once again outperformed other malls in Hong Kong. When the five major awards were being given out, the staff members of the awarded clusters cheered enthusiastically, making the event a successful one.

At the event, The Link’s second year Management Trainees also delivered their graduation speeches and offered creative suggestions on the company’s future development.

卓越商場管理大獎金獎得主：分區12 (錦泰商場、頌安商場、恆安商場)
Best Managed Cluster Awards Gold Award winner: Cluster 12 (Kam Tai Shopping Centre, Chung On Shopping Centre, Heng On Commercial Centre)