Welcome, in Mandarin
China has become the biggest travel spender in the world, and hotels are taking notice. Across Europe and America, back-office planners and front desk clerks are learning Chinese customs to attract the new travelers and keep them returning.
The market is large, and growing. China’s economy included $102 billion spent on travel abroad in 2012, according to the United Nations World Tourism Organization. Rising incomes, combined with a relaxation of foreign travel restrictions and the sheer number of citizens, have fueled the Chinese 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 percent increase in travelers from mainland China over the previous year. Bellmen, reception clerks and telephone operators are being trained to pronounce Chinese names and offer Chinese newspapers, translated welcome materials and green tea in rooms at hotels in Paris, London, Los Angeles and other cities.
“We operate six hotels in mainland China and have learned cultural expectations and preferences from our experience with guests there,” Mr. Taber said. The Medallia company, which created the customer feedback system for Four Seasons, has translated it into Mandarin so Chinese guests could provide feedback worldwide.