Accor managed Ayers Rock Resort last week received the first chartered plane of Chinese tourists.
With predictions of major increases in Chinese tourists to Australia, the hotel giant Accor is well underway with its strategy to better cater for Chinese guests.
It's announced that 20 of its hotels in Australia have achieved its new "Chinese Optimum Service Standards" aimed at enabling them to better meet the expectations of Chinese travellers.
The steps to make Chinese guests feel more at home include the inclusion of Chinese dishes on menus, provision of Chinese newspapers and television channels, Chinese language welcome kits, and the availability of Chinese adaptors.
There is also a focus on special training for Accor staff in cultural differences that could help them to better understand and serve Chinese people.
Accor vice president Australia Simon McGrath said the hotel group is already seeing a major rise in visitors from China with an 18.3 per cent increase last year and higher numbers expected this year following the growth of flights to Australia by airlines such as China Southern, Air Asia, Jetstar, Scoop and others.
Just last week saw the arrival of the first ever charter flight from China to Ayers Rock Resort, which is now part of the Accor network.
McGrath said that while China was set to be Australia’s number one source of visitors in coming years, Chinese tourists were already its biggest spenders, contributing $3.1bn to the economy in 2010 and a predicted $6bn by 2020, almost twice as much as Australia’s second biggest market, the United Kingdom.
He said Accor had already seen the impact that its Chinese Optimum Service Standards program has made in terms of bookings.
"And we expect the number of accredited hotels to at least double during 2012,” said 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. 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.”
