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« April 2013 | Main | June 2013 »

19 posts from May 2013

05/29/2013

丽思卡尔顿之社区公益活动故事 - Community Footprints Wow Story from Ritz-Carlton

来自新加坡丽思卡尔顿酒店的‘在丽思的梦想’ —— ‘Wish at the Ritz!’ from the Ritz-Carlton, Millenia Singapore

新加坡丽思卡尔顿酒店的人力资源团队接到Make-A-Wish基金会的请求,要帮助一位年仅13岁的女孩Amalina实现一个愿望。Amalina的脑部状况不容乐观,这种潜在的危险有可能随时危及生命。过去的一年中,Amalina一直是在医院里度过的,据医生们讲她的病情痊愈的可能性不大。她一直有一个愿望,能够与父母及三个兄弟一起享受一次入住酒店的感觉。 

新加坡丽思卡尔顿酒店团队接到这样的请求之后,立即行动起来为Amalina及其家人的入住进行最为完善的准备和安排。丽思卡尔顿的豪华套间专门为Amalina和家人预留好,并且在Make-A-Wish基金会志愿者的帮助下,我们的绅士淑女们将房间布置得非常温馨。送餐部的同事还提前为Amalina一家安排了一桌丰盛的午餐,以确保一家人能享受到更多独处的时光。与此同时,Make-A-Wish基金会还为Amalina一家安排了一次新加坡环球影视城的旅行,在人事经理Joycelyn Koh和培训部经理Vereen Leow的带领下,人力资源部的同事特意为Amalina一家准备了一个包含手执风扇、防晒霜、帽子、矿泉水的物品锦囊,以便一家人在旅行中随身携带。 

Amalina一家入住的那一天,明黄色兰博基尼运动款跑车载着Amalina来到酒店,而Amalina也在进门的时候,得到了来自酒店不同部门绅士淑女们的夹道欢迎。随后,Amalina一家被带领到专门为他们所安排的房间,并且在整个入住期间,为他们提供了适用于皇室的高规格个性化服务。 

Amalina特别为新加坡丽思卡尔顿酒店写了一张感谢卡:“感谢你们让我的愿望变为现实,我真的很喜欢这个地方,非常非常的感谢你们!”

同时,酒店方也接到了来自Make-A-Wish基金会首席执行官Karen Fernandez的卡片:

“亲爱的Mark,再一次感谢你让Amalina的愿望充满了美好和魔力。这会是Amalina和家人最最珍贵的记忆。你和你团队充满了才华,并且对于这个家庭每一个细微之处的关注,也表现出了你们的真挚关怀和无私奉献,以及对于他人最真诚的帮助,让他们感受到一份真实的与众不同。我们真心地感谢你们的支持和慷慨。”RC Singapore

The Ritz-Carlton, Millenia Singapore HR Team received a request from Make-A-Wish Foundation requesting to fulfill the wish of 13-year-old girl, Amalina who currently has a brain condition that might potentially be life threatening. Amalina had spent the past 1 year in a hospital and was informed by the doctors that her full recovery cannot be guaranteed. Her wish was to experience a hotel stay with her family which included her parents and 3 brothers.  

The team at The Ritz-Carlton, Millenia Singapore sprung into action and put together a plan for Amalina and her family’s stay at the hotel. The luxurious Ritz-Carlton Suite was assigned to Amalina and her family. The team decorated the room with the assistance of volunteers from Make-A-Wish Foundation while a sumptuous lunch was arranged by the hotel’s In Room Dining team to ensure the family could also spent some private time together in the room. A visit to the Universal Studious in Singapore was also on the cards during their stay which was organized by Make-A-Wish-Foundation. The Human Resources team led by HR Manager, Joycelyn Koh and Learning Manager, Vereen Leow put together a goodie bag which included handheld fans, sun screens, caps and mineral water bottles so that the family could take it with them during their day trip to Universal Studios.

On the day of their arrival, Amalina was whisked to the hotel by a bright yellow Lamborghini sports car and was welcomed at the hotel door by a welcome line formed by ladies and gentlemen from various departments at the hotel. Amalina and her family were then escorted to their suite and were given personalized treatment befitting a royalty during their entire stay at the hotel.

Amalina wrote a thank you card to the hotel team for making her stay so memorable:

“Thank you for making my wish came true….. I really love this place. Thank you so much!”

 The hotel also received a card from Karen Fernandez, CEO of Make-A-Wish Singapore:

“Mark, once again, thank you so very much for making Amalina’s wish so magical. It’ll be a long treasured memory for her and her family. You and your team were just brilliant and the attention to each and every detail that you all put in for the family speaks volumes for your care, dedication and genuine desire to helping others and to making them feel truly special. We are truly grateful to have your wonderful support and generosity.”   

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05/26/2013

Renaissance Sanya ambassadors save a dolphin 三亚万丽度假酒店员工救助海豚

5月21日下午1点,三亚万丽度假酒店的员工发现,有一只年幼的海豚在酒店的海滩边由于退潮的原因搁浅了。

酒店康乐中心迅速组成了一支救援团队,8名救生员花了将近5个小时的时间,在翻滚的海浪中轮流照顾和护理受伤又疲惫的小海豚。

酒店总经理Sean Baskett和当地警察在海滩边指挥看顾。这些员工们很快给这只海豚起了个名字:“万丽”,和酒店同名,因为发现这只海豚实实在在体现了万丽酒店的精神“生活在于发现”。

万丽酒店团队还联系了许多当地政府,以期能为救助海豚多尽一份心力。终于在傍晚的时候,他们得到了海洋局的帮助,“万丽”被接往当地海洋保护区治疗。

救援海豚的事迹受到了海南新闻和海洋局的报道,当地的渔业部门也在微博上发文感谢万丽酒店的员工们为救助海豚做出的努力。

Tuesday 21 May at 1pm ambassadors from Renaissance Sanya found there is a young dolphin became stranded on the Renaissance Sanya Resort & Spa beach with the receding tide.

With the poor dolphin beached on the shore the resort recreation team came to a quick rescue and 8 lifeguards Tiger, Katrina, Byron, Jacky, Issca, Max, Carl and Alex spent nearly 5 hours in the wash of the shore break waves taking turns nursing the hurt and exhausted dolphin.

As the General Manager Sean Baskett and the local police watched on the Renaissance ambassadors quickly named the dolphin “Wan Li” which is the Chinese name for Renaissance as the little dolphin certainly has a real sense of “living life to discover”

The Renaissance team contacted many local authorities in an effort to save the dolphin and were supported by the marine bureau who arrived in the early evening to take Wan Li away to receive treatment at the local Boundary Island marine sanctuary.

The rescue received coverage in the Hainan News and both the marine bureau and local fisheries department sent weibo messages appreciating the efforts of the Renaissance ambassadors to save the dolphin.

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05/24/2013

丽思卡尔顿之优质服务故事——A Wow Story of Service Excellence

来自普拉湾丽思卡尔顿精品度假村的真诚关怀——Genuine Care from Phulay Bay, A Ritz-Carlton Reserve

          在一个阳光明媚的下午,Kaew小姐接到一个来自Callicotte Jeffrey太太的水疗预约,她想做一个60分钟的泰式足部按摩。当客人到达水疗中心时,Kaew小姐注意到,客人的双脚都是浮肿的。与客人交谈过后,我们意识到客人患有骨髓水肿综合征(在皮下组织渗出的液体中有浮肿现象)。客人行走不便,需要拐杖的支撑。理疗师Supaporn小姐协助客人走到理疗室。她尝试改变她的按摩方式以适应客人的情况。总体来说,泰式足部按摩是从脚到膝盖的按摩的一种按摩。然而,Supaporn小姐决定通过按摩客人的整个腿部,并利用淋巴排毒按摩,一种并不属于泰式足部按摩的技术来促进血液循环。(淋巴排毒按摩一般只包括在臀部和大腿治疗中。)Callicotte太太感受到了当中的关怀。在按摩期间,她哭了。Supaporn小姐很努力地让客人平静下来,才继续为她按摩。理疗结束之后,Supaporn小姐扶着客人到接待处。客人对水疗中心前台接待说,刚刚的按摩实在是太棒了,让她深深感动,并带走了疼痛。客人于是带着幸福离开了水疗中心。

         第二天,2013年2月21日,水疗中心经理Patt小姐邀请Callicotte太太做第二次理疗。Callicotte太太和她的贴身管家Tee先生一起来到水疗中心,Tee先生总是帮客人预约水疗。我们给客人推荐了泥裹及暖油包身特色护理,因为这对她的症状是有帮助的,并能提升循环系统的功能。我们还为客人提供泰式足部按摩。Supaporn小姐最终为客人提供了一套专门量身定做的理疗。期间,Callicotte太太再一次哭了。理疗结束之后,Supaporn小姐欢送客人到水疗接待处,并为其提供健康果汁。Callicotte太太非常感激我们为她做的一切。她用自己的相机给Supaporn小姐和水疗中心拍照留念。在她离开之前,她给了Supaporn小姐一个大大的拥抱并感谢水疗团队给予她有生以来最棒的水疗体验。

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In the afternoon of a sunny day, Ms. Kaew got a phone call for spa appointment from Mrs. Callicotte Jeffrey for Thai Foot massage 60 minutes. When the guest arrived at spa, Khun Kaew noticed that both of her legs were swollen.  

After a consultation process, we realized that the guest has edema symptom (A swelling from effusion of watery fluid in the cellular tissue beneath the skin). She found it difficult to walk and needed to use a walking stick. Ms. Supaporn, her therapist helped her walk to the treatment room. She tried to adapt her massage techniques to the guest conditions and symptoms. Generally, Thai Foot massage is performed from feet to knee. However, Ms. Supaporn made a decision to massage the whole legs to increases blood circulation and used lymphatic drainage massage, a technique to implement the result as well. (Usually Lymphatic Drainage Massage Technique is not included in Thai Foot Massage. It is an individual massage or included in a Hip & Thigh Treatment.)

Mrs. Collicotte felt a sense of emotion. She cried during the treatment. Ms. Supaporn tried to comfort her before continuing the massage. After she finished the treatment, Ms. Supaporn supported her to the reception area. The guest mentioned to the Spa receptionist that the massage was amazing and brought her to tears, and the massage took away the pain. The guest left the spa with so much happiness!

The day after, February 21st, 2013, Ms. Patt, Spa Manager invited Mrs. Callicotte for the second spa treatment. Mrs. Callicotte arrived at the spa with Mr. Tee, her personal butler who always arranges spa appointment for the guest. We recommended wrap treatment that was beneficial to her symptoms and improved circulatory system and followed by Thai Foot massage. Ms. Supaporn provided an outstanding treatment that tailored to her individual needs. Mrs. Callicotte was crying again during her treatment. After finishing the treatment, Ms. Supaporn escorted her to the reception area and served her healthy juice. Mrs. Callicotte was really appreciated what we had done for her. She brought her own camera to take photos with Ms. Supaporn and Spa team. Before she left, she gave a big hugs to Ms. Supaporn and was thankful to the spa team for the most wonderful spa experience she has ever had.

 

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丽思卡尔顿之社区公益活动故事 - Community Footprints Wow Story from The Ritz-Carlton

来自成都丽思卡尔顿酒店的‘与四川百年职业学校共庆2013新年’ —— ‘2013 New Year’s Day Celebration with Sichuan BN Vocational School’ from The Ritz-CarltonChengdu

         2012年12月30日,成都丽思卡尔顿酒店的行政委员会成员:总经理Chris Clark, 房务总监Nicolas Kassab,行政总厨Conrado Tromp,人事总监Angelica Feng和天津丽思卡尔顿酒店餐饮总监Silvia Alonso Miragaya一起前往四川百年职业学校和学校的学生们一同庆祝2013年新年。

         我们利用这次机会也向他们展示了丽思卡尔顿酒店的文化-服务和回馈社区。行政委员会成员与这些学生们一起参加了游戏活动。我们的行政委员成员和同学们在学校食堂一起亲手包饺子,这也是我们庆祝新年并富有意义的晚餐。在此期间,我们与同学们互相沟通,进一步交流。

         我们感到非常的自豪能与当地的社区组织一起为那些贫困的学生提供一个温馨的教育环境。通过社区服务活动,丽思卡尔顿的绅士和淑女们鼓励学生一同参与社区服务及学习。

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On December 30, 2012, our guidance team members Chris Clark (General Manager), Nicolas Kassab (EAM of Rooms), Conrado Tromp (Executive Chef), Angelica Feng (Director of HR), Silvia Alonso Miragaya (EAM of F&B of The Ritz – Carlton, Tianjin) and our driver Alex Wu went to Sichuan BN Vocational School to celebrate the New Year’s Day together with the students.

We take this opportunity to show our community that serve and benefit our community is part of The Ritz-Carlton culture. Our Guidance Team members participated and accompanied the students throughout the entire activity. We played games together with students and later afternoon, we made dumplings for dinner together with students which were really interesting, interacting with the students and all of them were deeply impressed by us. How special dumpling dinner we had. We are proud to work with local organizations that provide a nurturing environment to underprivileged students with our effort. Through our service program, our Ritz-Carlton ladies and gentleman are mentoring young students in community service.

 

 

 

  

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我的丽思卡尔顿成长之旅 My Career Journey at The Ritz-Carlton

来自大阪丽思卡尔顿酒店的职业发展故事——A Career Story of The Ritz-Carlton, Osaka

我的名字是Atsushi Kojima, 自2001年起加入大阪丽思卡尔顿酒店。我在意大利餐厅有11年的工作经验,一开始是一名西厨厨师,后来在2003年成为了领班。在2009年,我成为了一名初级副厨师长。两年之后,我调转到宴会厨房,担任那里的初级副厨师长。我下一步的目标是成为宴会厨房的副厨师长。对于客人和食物,我都有巨大的热情。我热爱我们的绅士淑女,以及丽思卡尔顿酒店。对于我来说,最高使命必然是烹调让客人开心的食物,并为其创造难忘的回忆。当客人喜欢我做的菜,我就感到非常开心。除此之外,当我们通过团队合作达到团队的目标时,我也会感到非常开心。以下是经理对我的评价: “他对他自己创造的东西有着巨大的热情。他非常注重团队合作,并赢得了团队里每一位绅士淑女的尊重。他对每一个任务都带着真诚的态度,工作也非常努力。因此,我们在他身上看到了巨大的潜力。”

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My name is Atsushi Kojima. I have been working at The Ritz-Carlton, Osaka since 2001. I have been working at the Italian restaurant for 11 years, started from a Commis Chef and became the Chef De Partie in 2003. In 2009, I became a Junior Sous Chef, and 2 years later, I was transferred to Banquet Kitchen as a Junior Sous Chef. I want to be a Banquet Sous Chef for my next step. I have passion towards my guests and food. I love the Ladies and Gentlemen and The Ritz-Carlton. The highest priority for me is to cook dishes that can always make our guests happy with memorable experience. When the guests are happy and satisfied with the dishes I make,I feel very happy. Also, I feel very happy when we achieved our goal as one team with our strong teamwork. Here is my manager’s comment on me: “He has great passion on what he creates. He placed importance on teamwork, and is trusted by every single L&G in the team. He is genuine to every single task, and is very hard working. We see great potential in him.”

 

 

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05/23/2013

万豪国际集团与山东师范大学商学院旅游系达成校企合作意向

       2013年5月9日,北京国航万丽酒店人力资源总监Ms Rosy Wei,北京富力万丽酒店人力资源总监Ms Ivy Liang及万豪国际集团中国区人力资源经理Lily Liu 拜访了山东师范大学商学院,与商学院旅游管理系主任孙凤芝和肖光平、孙静、潘华丽、田磊、李东成老师就校企合作事宜进行了洽谈。

     孙主任对万豪集团代表的到访表示了热烈的欢迎,并对旅游管理专业的发展历程、培养方案和实习安排作了简要介绍,同时提出了对合作的基本看法。万豪国际集团对过去旅游管理系学生在万豪集团实习的表现表示赞赏,并希望双方秉承平等互利、优势互补、资源共享的原则致力于为旅游管理专业学生的发展创造更多的机遇,从而达到深度的校企双赢合作目标。

     当天,万豪集团代表还向旅游管理专业学生介绍了万豪集团的历史、文化、核心价值及发展前景,讲述了万豪集团“微笑行动——关爱兔唇儿童”、“尚自然、饮水思源”、“关爱年轻生命”等关爱社区、服务社区等爱心公益活动,展现了万豪“以人为本”的服务理念。同时,还与学生们分享了“万豪集团在中国”领导人的故事、介绍了“万豪集团启航者管理培训生”项目,并表达了对山师商学院旅游管理专业实习生的高度评价和赞赏,希望在未来有更多山师的实习生和毕业生加入万豪集团,在万豪成就他们的职业梦想。

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05/19/2013

生日会----满满的幸福

    在5月的员工生日会中,我们一边享受着美味的食物,一边玩着精彩的游戏,在总经理的祝福、美味可爱蛋糕的见证下,我们的生日会开始啦!与以往的生日会有所不同,此次的生日会除了游戏的环节还特别增加了万豪历史及知识的回顾环节。

    期间大家积极的参加活动---“你说我猜”、“寻找答案”,都是一些耳熟能详的题目,如:我们万豪集团的创始人是谁?我们的第一家酒店叫什么名字?等等……活动不仅帮助大家回顾了万豪集团的历史知识,且还增进了员工之间的团队感,更增加了我们对集团和酒店的了解,相信在以后的工作中可以更好的服务于我们的客人。

    整个生日会过程中,每一位员工都是享受其中,满载而归,脸上满是幸福的笑容!

(资料来源:北京人济万怡酒店人力资源部)

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05/16/2013

发现北京 爱上北京

    2013年5月11日,这是一个难忘的日子!北京人济万怡酒店与北京万豪行政公寓的人事部同事们共同精心为酒店实习生们举办了“发现北京”的定向越野活动。同学们参与的热情就像夏日里的阳光一样灿烂!

    活动开始于神圣而庄严的天安门广场人民英雄纪念碑下,途径九门小吃,烟袋斜街,后海以及景山公园。中途的每一个地点都会布置一个小任务给到大家,例如:在烟袋斜街里面寻找两位外国友人,请外国友人手持万豪的标志和2013最佳雇主海报与团队成员集体合影,该活动不仅让学生们提高了与陌生人沟通的能力,更宣传了我们的集团,我们的酒店;在九门小吃里面寻找冰糖葫芦郭的店面,并且买下冰糖葫芦,队员们需共同手持冰糖葫芦一起拍照等等。这个任务,不仅考察观察能力,也让实习生们亲身体会到老北京小吃的文化底蕴和独特魅力。通过这些趣味活动,同学们在无形中不仅锻炼了个人能力,也提升了团队协作能力,下面就来听听他们的感受吧:

    大家好,我是来自贵州盛华职业学院-GFC的实习生Alisa,我很开心可以参与到这次活动,自己体会到沟通和团队协作的重要性,并且也让我深深的爱上了北京!

    Hello,我是Blot,来自北京人济万怡酒店的一名实习生,真的很开心可以参与到“发现北京”的活动中来,这对于我来说这是一次终身难忘的经历。

    我是向向,感谢酒店人事部的姐姐们,在万豪员工感谢周期间为我们实习生安排了如此特殊的活动,让我深深地感受到了团队的力量,北京的魅力!我爱北京,我爱万豪! 

(资料来源:北京人济万怡酒店人力资源部)

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我的丽思卡尔顿成长之旅 My Career Journey at The Ritz-Carlton

来自北京丽思卡尔顿酒店的职业发展故事——A Career Story of The Ritz-Carlton, Beijing

我是Roland, 我在2011年加入北京丽思卡尔顿酒店,担任前厅部经理。三个月后,我成为了房务部经理。在2013年,我被提升为房务总监。我对我们的酒店非常熟悉,也为我们酒店感到非常自豪。过去的20个月在丽思卡尔顿大家庭的日子是非常美好的,我在这里找到了让我展现自己的舞台以及让我提升自己的空间。在北京丽思卡尔顿酒店,我享受和我的团队在一起的日子,享受让客人快乐,并和我们的客人进行完全情感投入。工作总会带来压力,但在酒店总经理的带领下,我的运作团队能够积极地对待压力。感谢Jackie Hoo女士,我以前的老板,是她把我带进丽思卡尔顿大家庭的。在这里,我促进团队合作,珍惜他人的贡献和成果以达到我们共同的目标,这让我工作得非常愉快。

以下是我的经理对我的评价:“Roland总是致力于创造积极的结果,总是带着积极的态度去面对挑战。他对服务质量有很好的理解,这给我们带来了良好的客人满意度。”

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My name is Roland. I joined The Ritz-Carlton, Beijing in 2011 as Front Office Manager. Three months later, I became Rooms Manager. In 2013, I was promoted to the position of Director of Rooms.

I am proud of and knowledgeable about our hotel. I am responsible for innovating, learning and growing. The past 20 months with The Ritz-Carlton were amazing, and I found my stage here to perform, the space here I could develop. Here at The Ritz-Carlton Beijing I enjoy being with my team, enjoy delighting and fully engaging with our dear guests. Job always comes with pressure, my operation team regards it positively with the direction led by the Managing Director. Thanks to Ms. Jackie Hoo, my previous boss who took me to The Ritz-Carlton family. I foster teamwork, value the contributions of others and work to achieve our common goals, which made me very happy.

Here is my manager’s comment on me: “Roland is committed to delivering positive results and always shows positive attitude on any challenge. He has shown excellent understanding of quality service driving which brought us excellent performance for Gallup.”

 

 

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丽思卡尔顿之优质服务故事——A Wow Story of Service Excellence

来自大阪丽思卡尔顿酒店的特别惊喜——Special Surprise from The Ritz-Carlton, Osaka

 

         我们酒店承办了一个由日本YAMAHA乐器连锁代表人员参加的CS研讨会。参会人员全都是公司的总裁以及专业的钢琴技师。当他们到达宴会所在的楼层时,他们发现宴会厅里有一台YAMAHA钢琴。有些客人仔细地研究那架钢琴,找到了由他们制造的那一部分。他们非常自豪地说:“Wow, 你们酒店用了一架很棒的钢琴!”于是,宴会领班Nakayama先生决定要给这些客人一个惊喜。

        整个欢迎仪式,包括房间,桌布以及灯光,都使用了“紫罗兰色”,这是YAMAHA公司的颜色。印有YAMAHA标志的蜡烛美术品也摆放在大门的前方。更重要的是,一台YAMAHA的已经调好音的钢琴也已摆放好,并将成为一个惊喜。Nakayama先生了解到YAMAHA公司即将介绍Elton John的钢琴生涯,于是,Nakayama先生安排他的助手Harada小姐演奏的Elton John的歌曲,直到YAMAHA的总裁开始欢迎演讲为止。Harada小姐时不时地出现在舞台中央,根据客人的要求去演奏不同的乐曲。客人们唱歌,跳舞,沉浸在这次活动的欢乐之中。活动接近尾声之际,主持人邀请Harada小姐上台,并告诉台下的客人,Harada小姐即使我们的服务员,也是钢琴师。所有的客人都要和Harada小姐合影留念,这也让这次的活动在美好的气氛中结束了。最后,活动的组织者感谢了我们的真诚关怀、惊喜以及服务,并承诺会在不久的将来再次回到大阪丽思卡尔顿酒店。

 Nakayama-san

We had a CS seminar having 63 guests from YAMAHA music instrument agencies from all over Japan. They are company president and also professional technician of the piano. When they arrived at the Banquet floor, they found there is a piano of YAMAHA. Some of the guests looked inside of the piano and found the part which they were involved in producing it. They were very proud of this and said, “Wow, your hotel use the great piano!” Banquet Captain Mr. Nakayama decided to WOW them.

The welcome ceremony, the room, table cloth and lighting were all coordinated in “violet” that is YAMAHA’s company color. YAMAHA logo candle object d’art was in front of the door, and the YAMAHA grand well-tuned piano was displayed as surprise. Mr. Nakayama acknowledged that Elton John’s piano life information would be presented by YAMAHA. Therefore, Elton John’s music was played by Ms. Harada, Mr. Nakayama’s assistant, and she played the piano until welcome speech by President of YAMAHA started. Ms. Harada appeared on the stage from time to time and played the music on the guests’ request. The guests sang, danced and enjoyed the event. At the end of the event, MC asked Ms. Harada to come up to the stage, and recognized her as the service staff and the pianist. All guests took photos with her and the event finished in a very good mood. The coordinator appreciated our caring, surprise and service and promised to come back in the near future.

 

 

 

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