海南旅投免稅品有限公司（海旅免稅）董事長兼總經(jīng)理謝智勇是海南旅游業(yè)及旅游零售領(lǐng)域最具影響力的人物之一。在他的領(lǐng)導(dǎo)下，海旅免稅旗下三亞海旅免稅城于2020 年底順利開幕，并在隨后的幾個(gè)月內(nèi)在品牌和服務(wù)方面進(jìn)行了升級擴(kuò)張。近日，謝智勇接受了我們的獨(dú)家采訪，與《穆迪達(dá)維特免稅報(bào)告》董事長Martin Moodie暢談了三亞海旅免稅城迄今為止的發(fā)展?fàn)顩r，及公司以消費(fèi)者為中心的服務(wù)理念。

海旅免稅董事長兼總經(jīng)理謝智勇

謝總，謝謝你同意本次采訪。三亞海旅免稅城自2020年年底開業(yè)以來，取得了傲人的成就，我在此表示祝賀。請問你如何評價(jià)迄今為止該項(xiàng)目取得的進(jìn)展？

非常感謝你的邀請。從去年12月30日開始，海旅免稅城開業(yè)至今已有10個(gè)月了，對于目前達(dá)成的成果，我們還是比較滿意的。前期我們主要是將精力放在了引進(jìn)品牌、店鋪裝修與設(shè)計(jì)上面。就招商結(jié)果來說，目前我們總共引進(jìn)了726個(gè)品牌，其中有140個(gè)品牌是首次進(jìn)入海南免稅市場。目前海旅免稅城的招商情況，除了一樓的五個(gè)位置以外，其他樓層已經(jīng)全部招滿了。雖然現(xiàn)在還有一些店鋪還未開業(yè)，但95%的店鋪都已經(jīng)正式開業(yè)了。

三亞海旅免稅城外觀

我們的經(jīng)營理念是，與中免海棠灣店或其余免稅店相比，實(shí)行一些差異化經(jīng)營。他們賣得好的品牌我們也會(huì)引進(jìn)，同時(shí)我們也會(huì)引進(jìn)更多他們沒有的品牌。此外我們也會(huì)增強(qiáng)客戶的購物體驗(yàn)，以便更好滿足他們的需求。

我們現(xiàn)在正在努力增加一些免費(fèi)客戶體驗(yàn)，比如美容、護(hù)膚，此外我們也正在與許多國際知名品牌洽談合作，以此來完成我們整體的招商工作。我們想做一個(gè)不一樣的免稅店，消費(fèi)者可以在我們這里買到他們想買的東西，可以得到很好的服務(wù)和體驗(yàn)，由此把我們的免稅商店打造成三亞極受歡迎的打卡地。在不久的將來，我們會(huì)擁有海南最齊全的香水、潮牌、箱包和手表品牌；同時(shí)我們也在努力引進(jìn)一些家具、生活品牌，來滿足更多游客的需求。

我相信我們會(huì)做得越來越好。

你認(rèn)為海旅免稅以及海南離島免稅業(yè)務(wù)面臨的最大挑戰(zhàn)是什么？

作為一家新的免稅企業(yè)，我們目前最大的挑戰(zhàn)是在招商方面。雖然我們已經(jīng)有了很多品牌，但是許多國際上的一線品牌，如香奈兒（Chanel）、路易威登（Louis Vuitton）、迪奧（Dior）、愛馬仕（Hermès）等，都是海南免稅市場一直缺乏的。我們也一直想要引進(jìn)這些牌子，這是一個(gè)非常大的挑戰(zhàn)。

另外一個(gè)挑戰(zhàn)就是團(tuán)隊(duì)的組建。由于我們還是一個(gè)非常新的公司，我們還需要時(shí)間去組建更專業(yè)、更有默契度的團(tuán)隊(duì)。但相信我們很快就會(huì)調(diào)整過來。

海旅免稅的最大機(jī)遇又是什么呢？

第一是海南對外開放、自由貿(mào)易港的政策。第二，海南是一個(gè)國際化的旅游城市，它有得天獨(dú)厚的氣候，常年吸引著眾多國內(nèi)外游客前來觀光。第三是海南豐富的資源。

總而言之，海南未來的發(fā)展就是我們最大的機(jī)遇。

我非常同意這一點(diǎn)。海南的風(fēng)景非常優(yōu)美，我期待能在不久的將來再次到訪。下一個(gè)問題是，海旅在海南有很多競爭對手，尤其是行業(yè)巨頭中免集團(tuán)。在這樣的環(huán)境下，海旅將如何擴(kuò)大其市場份額呢？

海南現(xiàn)在有五家免稅經(jīng)營主體，我們只是其中的一家，目前最大的是中免。我們參與進(jìn)這個(gè)市場并不是為了來與其他人競爭的，更重要的是做好我們自己，提高好服務(wù)，引進(jìn)更多讓消費(fèi)者選擇的產(chǎn)品，盡量與其他免稅店有一定的差異化策略。我們會(huì)以消費(fèi)者為中心，一切以滿足消費(fèi)者需求為前提。

我們鼓勵(lì)我們的客人去海棠灣購物，也歡迎在中免沒得到滿足的顧客來我們這里購物，我們是開放的，希望能通過共同努力來將海南免稅越做越大。

你覺得海旅免稅的獨(dú)特之處在于哪里呢？

差異化本身就是零售企業(yè)成功的關(guān)鍵，我們的獨(dú)特之處就是我們會(huì)盡最大努力為游客尋找他們可能需要的產(chǎn)品，把更多中國人喜歡的國外品牌帶到海南來，來補(bǔ)充海南市場的短板。

人們經(jīng)常問我的一個(gè)問題是，一旦疫情緩解，中國人可以自由出國旅行，海南免稅業(yè)將發(fā)生什么變化。海南免稅能保持勢頭嗎？

這個(gè)勢頭是可以保持的，主要的原因是現(xiàn)在海南免稅在世界上的競爭力已經(jīng)逐漸形成了，一旦疫情反減，國門打開，海南的競爭力可能會(huì)越來越強(qiáng)。

另一方面，消費(fèi)者會(huì)覺得來海南買東西更便宜、更方便，海南的吸引力也會(huì)越來越大，由此形成新的消費(fèi)者習(xí)慣，使他們覺得購買進(jìn)口商品就應(yīng)該要來海南。

海南島將在2025年完全免稅，這將對海旅免稅等傳統(tǒng)免稅零售商產(chǎn)生什么影響？

首先，2025年只是全島封關(guān)，但不代表全島免稅。所以，對傳統(tǒng)免稅零售商來講，確實(shí)是有一定的影響，不過我們相信會(huì)是積極的影響。離島免稅繼續(xù)保持的可能性還是存在的。

這聽上去是一個(gè)很好的消息。那一旦政策啟動(dòng)，海旅是否計(jì)劃啟動(dòng)居民免稅業(yè)務(wù)？

是的，我們已經(jīng)開始布局島內(nèi)居民免稅業(yè)務(wù)。根據(jù)政策的情況，預(yù)計(jì)在今年內(nèi)可以推出。目前已經(jīng)完成了一些店鋪的裝修，做好了初步的準(zhǔn)備。店鋪會(huì)落址在三亞和海口兩座城市。

海旅免稅與拉格代爾旅行零售及韓國的新羅免稅店均建立了合作關(guān)系。你能否具體解釋一下，這些合作關(guān)系是如何運(yùn)作的？合作性質(zhì)是怎樣的？

拉格代爾只是我們的合作方之一，給我們提供部分商品的供貨，我們雙方會(huì)有長期的合作，他們會(huì)把他們優(yōu)秀的商品和供應(yīng)鏈與我們共享。新羅是行業(yè)內(nèi)世界上較為領(lǐng)先的免稅企業(yè)，有很多優(yōu)勢。無論是拉格代爾或者是新羅，我們的合作關(guān)系都是友好的，不會(huì)互相沖突。而且我們與新羅未來還可能開展海外合作。

最后我們談?wù)勎磥泶蛩?。你對海旅免稅的前景有什么看法？對正在觀看這個(gè)訪談的眾多全球免稅業(yè)從業(yè)者們，你有什么想說的嗎？

海旅的前景一定是非常好的，我們想在旅游零售業(yè)建立一個(gè)良好的形象，會(huì)努力把自己做成讓消費(fèi)者喜歡又滿意的旅游零售商，也歡迎所有的游客給我們提意見。我們一定會(huì)努力做好自己，做好服務(wù)。未來我們也會(huì)提供更多的產(chǎn)品給各位消費(fèi)者。

我們是行業(yè)新手，不求跟別人競爭，只求踏踏實(shí)實(shí)地做好自己的免稅業(yè)務(wù)。行業(yè)排名對我們來說不重要，最重要的是為消費(fèi)者考慮。

該訪談的視頻將于下周通過我們的微信平臺推出。同時(shí)，讀者們可以于本周晚些時(shí)候在《穆迪達(dá)維特免稅報(bào)告》官方英文網(wǎng)站 (www.MoodieDavittReport.com)上觀看該視頻。

HTDF Chairman spells out duty free ambitions

Xie Zhiyong is one of the most influential figures in Hainan’s tourism and travel retail sectors. As Chairman of the Board for Hainan Tourism Investment Duty Free Co (HTDF) he led the opening of the company’s acclaimed Hainan Tourism Duty Free Shopping Complex in Sanya in late 2020 and its subsequent expansion in terms of brands and services. In this exclusive interview, Chairman Xie told The Moodie Davitt Report Chairman Martin Moodie about progress to date and his admirable philosophy that delivering high-quality service to the store’s customers is the paramount goal.

Xie Zhiyong, Chairman of the Board for Hainan Tourism Investment Duty Free Co

Chairman Xie, thank you for agreeing to this interview. Congratulations on everything that HTDF has achieved with the development of the Hainan Tourism Duty Free Shopping Complex so far since the opening in late 2020. How would you assess progress to date?

It’s been ten months since the opening of our store in December last year and overall we’re happy with where we are now. In the early stages, our main focus was on store design and bringing in brands.

At the moment, the store has a total of 726 brands, 140 of which are making their Hainan offshore duty free debuts. Pretty much all of our boutique spaces are now filled. We only have five vacancies on the first floor. Around 95% of all the stores have officially opened and they are permanent stores.

Our main operational strategy is to differentiate ourselves from CDFG and other retailers. In addition to popular brands that they have, we’ll also bring in brands that they don’t have to give the consumers more options.

We are also trying to enhance the services and experiences we offer, as a way to better serve our clientele. At present, we’re working to increase the range of our free customer experiences such as complementary skincare treatments and makeup tutorials. In addition, we are in talks with a number of world-renowned brands, hoping to work with them to complete our brand-mix.

We want to do something different as a duty free store. Here, consumers can find what they’re looking for and enjoy great services and experiences. We want to establish our store into a shopping and leisure hotspot in Sanya. In the near future, we will have the most comprehensive range of fragrance & cosmetics, handbag, watch and trendy brands in Hainan.

We’re also working on increasing our furniture and homeware offering to meet the demand of our customers.

It’s only going to getbetter and better.

What do you feel are the biggest challenges to HTDF and to the Hainan offshore duty free business in general?

As a new player in the duty free market, we face a big challenge in attracting brands. We’ve got a lot of great brands in our store, but when it comes to top names such as Chanel, Louis Vuitton, Dior and Hermès, it’s been difficult to bring brands of this class to the Hainan duty free market. Introducing such brands to our store will be a huge challenge. So yes, as a newcomer, we’ve experienced difficulties in terms of building our brand-mix.

Another challenge is building our team. Again, we’re a new company and it’ll take some time for our staff to build capabilities and understanding. But I’m sure we’ll be a well-oiled machine very soon.

And the greatest opportunities for HTDF?

I’d say that first, it’s the development of the Hainan Free Trade Port. The second is Hainan’s advantages as a tourist hotspot. Its beautiful landscape and climate are very attractive to domestic and overseas travellers.

The third opportunity we have is the abundance of resources that Hainan offers. Simply put, the future of Hainan is our biggest asset.

There is a lot of competition in Hainan with a very established and powerful player in China Duty Free Group in particular. How can HTDF grow its market share?

We are one of the five duty free licence-holders in Hainan, CDFG being the biggest. But we’re not in the duty free market to compete with other retailers; we’re here to be the best version of ourselves and to serve our customers better. And to do that, we need to differentiate ourselves from other duty free retailers. Our top priority is to meet the demand of our consumers.

We encourage our customers to shop at CDFG’s Haitang Bay store, and if you can’t find what you need there, we welcome you to shop at our store. We are always open and happy to work with other retailers to elevate the entire Hainan duty free market.

I too think differentiation is key for the new retailers to succeed. What do you think is unique about the HTDF offer?

Yes, in the retail world, the key to success lies in differentiation. What’s unique about us is that we see it as our top mission to source products that travellers may want or need. We identify foreign brands that are adored by Chinese consumers and bring them to Hainan to strengthen the market.

A question I get asked a lot is what will happen to the Hainan offshore duty free business once the Chinese people are free to travel freely abroad again once the pandemic eases. Can Hainan duty free maintain its momentum?

We believe so, yes. Hainan has gradually emerged in the international duty free industry as a force to be reckoned with. The post-pandemic easing of travel restrictions may very well further boost its competitiveness.

On the other hand, for Chinese travellers, it’ll still be cheaper and more convenient to shop duty free in Hainan. Hoefully over time they’ll grow to think of Hainan as the go-to destination to shop for imported goods.

Given that Hainan island will become fully duty and tax free in 2025, what impact will this have on traditional duty free retailers such as HTDF?

By 2025, the island will be under an independent customs regime, but it doesn’t mean completely duty free. So sure, that will have an impact on traditional duty free retailers, but we believe it’ll be a positive one. It’s likely that offshore duty free will continue to exist past 2025.

Is HTDF planning to enter the residents duty free business once the programme is launched?

Yes, we’ve set the wheels in motion for our residents duty free business. The residents duty free stores will be located in Sanya and Haikou. In fact we’ve already done some decoration work in the stores. The roll-out could take place within the year, depending on the actual policies.

HTDF has enjoyed partnerships with Lagardère Travel Retail and more recently The Shilla Duty Free from Korea. How are these relationships working out? How would you describe their nature?

Lagardère is one of our partners. They supply some of our products. We plan to have a long-lasting partnership, where they share with us their best products and supply chains. Shilla, as an industry leader, has a lot of advantages, too. There isn’t any conflict between these two partnerships. And there’s a possibility for us to open duty free stores with Shilla overseas in the future.

Finally, how do you see the outlook for HTDF, and do you have a final message for the many travel retail industry stakeholders around the world who will be reading this article and watching this interview?

I have no doubt that the future of HTDF will be a bright one. We’re striving to establish a great image and presence in the duty free industry and ultimately become a travel retailer that people like and trust. We welcome any feedback or suggestions from travellers, and are committed to continuously enhancing our services.

We will continue to offer a wider range of products. As a newcomer, we’re not trying to compete with others. We just want to stay grounded and do our best to grow our own business, one step at a time.

We don’t pay too much attention to rankings or numbers. Our customers and their needs are what’s most important to us.

Look out for the video version of this interview next week on WeChat. The videowill first appear at www.MoodieDavittReport.com later this week.

標(biāo)簽： 訪談 free duty out