“According to recent surveys, Chinese travelers have named Hilton the most aspirational hotel brand in the market.”
Hilton’s Huanying Program
- A welcome note in simplified Chinese at Check-in
- Access to a 24-hour Mandarin interpretation service
- Many properties have Mandarin-speaking team members
- Rooms will have tea kettles with Jasmine tea (I’d love that too, thank-you very much!)
- Rooms will also have Slippers, and a dedicated Mandarin TV channel.
- Finally, the hotel restaurant will include a Chinese Breakfast Buffet, including two varieties of congee with condiments, fried rice or noodles, and a selection of dim sum, soy milk, or other appropriate items.
- Staff members are also being educated on the cultural significance of other aspects, such as the Chinese sensitivity to the number four.
Hilton is not the only one doing this
It’s important to note, that Starwood also has a similar program, called “Starwood Personalized Travel. Starwood’s program features much the same amenities, including:
- In hotel Chinese specialist
- Chinese language collateral (maps, local area info, etc.)
- Tea Kettle, Instant Noodles, Slippers
- Chinese-friendly foods, like congee, noodles, and rice.
While this all may not be “breaking news” — in fact, I found an article referencing the announcements from Starwood and Hilton within a day of each other in 2011, it is still interesting to see how US-based Hotel Chains are responding to perhaps the largest traveling demographic in history.