As a follow on from the Attracting the Chinese Guest educational networking session hosted in 2013, we asked David how hotels from luxury boutique to international chains, can adjust service standards to meet the needs of the Chinese traveller visiting their hotel?
Since Chinese tourists have become a main source of global tourism income, spending $102bn abroad in 2012. The average Chinese shopper in London’s West End spends an average of £1,688 GBP shopping in the UK, and British stores are hiring Mandarin speakers and retraining existing staff to be able to serve their new Chinese clientele. But while a luxury fashion retailer may be able to bring in these skills, how does a hotel with numerous staff spread over different operations departments, ensure its employees are able to communicate effectively with Chinese guests cost effectively?
The solution is not simple. Hospitality businesses are constrained by costs, difficulties in arranging employee schedules and the lack of classroom space. This is set to change with a new web-based solution provided by Qooco, which the company states delivers improvements in spoken Mandarin by 85 percent at a cost that is 80 percent lower than traditional methods. With better language skills, staff are able to speak the same language as their guests – both literally and figuratively – providing better service, increasing upsell opportunities and ultimately guest loyalty.
“A key additional Qooco online offering is the versatility to help hotel staff who aren’t sufficiently competent with the English language to quickly learn and ultimately improve their guest communication and service, where necessary too” says David.
Qooco’s cloud-based mobile hospitality training solution uses the latest educational technology and proven teaching methods. This includes speech recognition systems, tailored content for the hotel industry via PC, tablet or mobile and an analytics platform.
“More and more hotels are looking to reduce training costs and staff turnover, whilst improving productivity and consistency of service, and there are substantial savings to be achieved via regular tailored online learning” he added.