Hotels pull out all stops for Chinese travellers
The market is large, and growing. Chinese spent $US102 billion on overseas travel last year, the UN World Tourism Organisation says. Rising incomes, a relaxation of foreign travel restrictions and the sheer number of citizens have all contributed in fuelling the growth.
Scott Taber, a vice-president at Four Seasons Hotels and Resorts, said his company was updating its employee training and guest offerings to meet the 76 per cent increase in travellers from China. Bellboys, reception clerks and telephone operators were being trained to pronounce Chinese names, and Chinese newspapers, welcome materials in Mandarin, and green tea were being offered in hotel rooms in cities such as Paris, London and Los Angeles.
The Medallia company, which created the customer feedback system for Four Seasons, has translated it into Mandarin so Chinese guests can provide feedback worldwide.
Hotels that hope to attract and retain Chinese business teach their front desk staff and reservations agents basic cultural information. Guests from China are not assigned to rooms that include the number four, which is considered unlucky because it sounds like the word for death.
Chinese business practices and management hierarchy influence room assignments, so managers need to be assigned to a higher floor than their team, or given a higher room number.
The JW Marriott London Grosvenor House staffs a Chinese welcome desk for group arrivals, offers Chinese-labelled bathroom products and supplies a Chinese do-not-disturb sign.
Frequently Asked Questions about this Article…
Hotels are focusing on Chinese travelers because they have become the biggest travel spenders in the world. With rising incomes and relaxed travel restrictions, the number of Chinese travelers is growing, making them a lucrative market for the hospitality industry.
According to the UN World Tourism Organisation, Chinese travelers spent $US102 billion on overseas travel last year, highlighting their significant impact on the global travel market.
Hotels are updating employee training and guest offerings to better accommodate Chinese guests. This includes training staff to pronounce Chinese names, providing Chinese newspapers and welcome materials in Mandarin, and offering green tea in hotel rooms.
Four Seasons Hotels and Resorts is adapting by updating its employee training and guest offerings. They are also using a customer feedback system translated into Mandarin to allow Chinese guests to provide feedback worldwide.
Hotels are considering cultural preferences such as avoiding room numbers that include the number four, which is considered unlucky in Chinese culture. They also assign managers to higher floors or higher room numbers to respect Chinese business practices and management hierarchy.
JW Marriott London Grosvenor House offers a Chinese welcome desk for group arrivals, provides Chinese-labelled bathroom products, and supplies a Chinese do-not-disturb sign to cater to their Chinese guests.
Understanding Chinese customs is important for hotels because it helps them attract and retain Chinese travelers by providing a more personalized and culturally sensitive experience, which can lead to increased customer satisfaction and loyalty.
Hotels are using technology like customer feedback systems translated into Mandarin to enhance the experience for Chinese travelers. This allows guests to easily provide feedback and helps hotels improve their services to better meet the needs of Chinese guests.
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