Twenty Accor hotels have introduced Chinese Optimum Service Standards

With Chinese New Year approaching, Accor has announced that 20 of its hotels in Australia have achieved Chinese Optimum Service Standards to enable to them to better cater for the growing inbound market from China.

Accor has been the first hotel group in Australia to introduce these standards, which will enable accredited hotels to meet the expectations of Chinese travellers with the inclusion of Chinese dishes on menus, Chinese newspapers and television channels, Chinese language welcome kits, Chinese adaptors and more to make guests from China feel at home.

An integral component of the Optimum Service Standards is special training for Accor’s staff in cultural differences that will assist them to more respectfully serve Chinese guests. Accor has also introduced Indian Optimum Service Standards for visitors from that country.

Last year Accor saw an 18.3% increase on Chinese guests and this year is expecting even higher numbers, especially with the dramatic increase in flights from China thanks to the growth of flights to Australia by airlines such as China Southern, Air Asia, Jetstar, Scoot and others.

Indeed interest from the Chinese market is so high that next week will see the arrival of the first ever charter flight from China to Ayers Rock Resort, which is now part of the Accor network.

Not only is China set to be Australia’s number one source of visitors in coming years, but already Chinese tourists are our biggest spenders, contributing AUD$3.1 billion to the economy in 2010 and a predicted AUD$6 billion by 2020, almost twice as much as Australia’s second biggest market, the UK.

“We have already seen the impact that our Chinese Optimum Service Standards have made in terms of bookings and we expect the number of accredited hotels to at least double during 2012,” said Accor Vice President Australia Simon McGrath.

“We need to show that we not only want the Chinese market but that we are pulling out all stops to provide them the best possible service when they get here.

“Chinese visitors are increasingly sophisticated and they have high expectations in terms of service,” he said. “Accor has introduced specific training that will ensure our staff are attuned to the sensitivities and preferences of our Chinese guests so that they experience Australia in the best way possible.”

Hotels that offer the Optimum Service Standards are: Pullman Reef Casino Cairns, Novotel Cairns, Novotel Palm Cove Resort, All Seasons Cairns, All Seasons Cairns Colonial Club, Sofitel Brisbane, Sofitel Gold Coast, Mercure & Ibis Brisbane, Novotel Sydney Darling Harbour, Novotel Rockford Darling Harbour, Ibis Darling Harbour, Mercure Sydney Potts Point, Ibis World Square, Pullman, Novotel & Ibis Sydney Olympic Park, Novotel Melbourne on Collins, Ibis Melbourne and Novotel St Kilda.

James Wilkinson

Editor-In-Chief, Hotel Management

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