Accor makes progress on China service levels

Accor makes progress on China service levels
By admin

The number of Accor hotels to achieve accreditation for their Chinese service levels has risen to 37, with a further 13 properties set to join them in 2013.

The hotel group introduced the Optimum Service Standards program in 2011 in a move to better cater for and to meet the expectations of Chinese travellers.

Hotels to achieve accreditation have brought in Chinese translations of hotel welcome kids, Chinese menus and business cards, meals and TV channels and newspapers. Staff, meanwhile, have learned basic greetings and received training on cultural practices.

The growing number of accredited hotels comes as Accor reported an 18.3% jump in Chinese guests in 2012, with stronger growth forecast this year.

Accor Pacific chief operating officer Simon McGrath said Chinese travellers are becoming "increasingly sophisticated" and have "high expectations".

"We want to send a strong message to potential Chinese travellers that we are pulling out all the stops to provide them with the best possible service when they get here," he said. "Accor has introduced specific training that will ensure our staff are attuned to the sensitivities and preferences of our Chinese guests so they experience Australia in the best possible way."

McGrath said the Optimum Service Standards program has been well received in China and claimed it has had a positive impact on bookings.

Accor said it hopes to increase its number of accredited hotels to 50 this year.

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