HAOKE Brochure

HAOKE BROCHURE Know better about Chinese guests

Accor introduces H A O K E , T H E O P T I M U M S E R V I C E S T A N D A R D S F O R C H I N E S E V I S I T O R S

China’s total outbound tourismmarket has risen from 16.6 million in 2002 to 130 million in 2017 with spending worth almost $258billion. Those figures are just a beginning that only 10% of the population own a passport! China is the fastest growing and most valuable market and has continued to produce record highs in terms of both visitor numbers and expenditure. With the world chasing this fast emerging market, Accor’s Chinese Optimum Standards, ‘HAOKE’ have been implemented to ensure we lead the way in hospitality and tourism. China has a large fragmented market and a complex distribution system making it challenging to reach, capture and retain business. Following consultation with leading Chinese tour and travel operators, Accor’s accredited hotels provide a range of services specifically designed to cater for the needs of Chinese guests. These including specialty particular foods as part of the breakfast buffet, Chinese services, Chinese language TV and newspapers, and other services.

ROOMS’ SPECIFICITES 3

Rooms’ specificities L u c k y o r U n l u c k y N u m b e r s

Numbers have always played a significant role in Chinese culture. People in China traditionally associate fortune with lucky numbers. It’s more than simple superstition and partly depends on the sound of the number and its Chinese meaning. The luckiest number for the Chinese is 8, associated with great wealth. When the word 8 is said in Chinese, it sounds like Chinese word “Fa”, meaning “well-off”. The second favorite number is 6, pronounced “Liu”, is considered lucky as it sounds like the word that means a smooth progress in life. 9, in Chinese is “Jiu”, much like 6 and 8. It is similar to the word that means everlasting. On Valentine's Day, 99 roses means “Love you forever” The number 4 is considered an unlucky number in China, as it rhymes with the word that means death. In China, the number 250 means foolish or mocking peoples’ intelligence in informal language.

6 8

4 9 250

Try to allocate a room which includes the number 8/6/9

& avoid any room with the number 4 / 250 Suggestion for hotels

Rooms’ specificities

Most Chinese guests still have a conservative thinking which means they might not be willing to share the same bed with someone not that intimate. Economic issue is the other reason why they prefer the Twin room. Thus, if you have the possibility to do so, we recommend you to demand your Chinese guests’ preference when they check in – Twin room or Standard room

Demand your Chinese guests’ preference when

they check in – Twin room or Standard room Suggestion for hotels

Rooms’ specificities

Many Chinese people are smokers: China is the largest consumer of tobacco. It is a social habit in both personal and professional life. However, the government is slowly starting to ban smoking in public spaces. If smoking is not permitted in rooms and/or specific areas of the hotel, this must be well explained. Alternative smoking venues should be offered. If you witness a Chinese guest smoking in a non-smoking area, make them aware that smoking is not allowed in public places and show them where it is allowed.

Remind Chinese guests smoking is not permitted in

rooms and/or specific areas of the hotel Suggestion for hotels

Rooms’ specificities

Carrying large sum of cash or valuables has been a well-known characteristic of Chinese tourists. We cannot prevent crimes but we have responsibility to alert Chinese guests or to inform them of the hotel’s deposit service. Chinese guests can feel more at ease if the below are offered: • Door locks or door latch • Spy hole in the door is appreciated • In-room electronic safety deposit box

Remind Chinese guests the hotel’s deposit

services Suggestion for hotels

FOOD & BEVERAGE 4

Food & Beverage

In many Western countries – in particular in many European countries – the lack of hot water for Chinese travelers is a major problem.

When you ask Chinese people why they prefer to drink hot water, the answer is usually "it's better for your health”. According to ancient Chinese medicine, hot food or water keep people away from indispositions such as fever and cold. Hot water & food increases blood circulation and helps decrease complications associated with cramps and indigestion, it can sometimes help to cure.

- Mr. CANG Dingyu, Director of China International Travel service (CITS)

Providing hot water for Chinese guests is

very important Suggestion for hotels

Food & Beverage

Breakfast: 6:30 to

9:30

Lunch: 12:00 to

13:30

Dinner: 17:30 to

20:00

Don’t be surprised if your Chinese guests

wish to have diner before 18:00. Suggestion for hotels

Food & Beverage

Chinese food habit is different from Occident. They always prefer hot and soft food, even in the morning.

Chinese dumplings (baozi) go with various fillings. It is usually stuffed with meat and vegetables. A steamed baozi is better when eaten fresh out of the bamboo steamer.

Doujiang is a sweet soybean milk and can be served hot or cold. People tend to have doujiang and youtiao (fried dough) together.

It’s an egg that has been brewed in tea leaves with other ingredients for hours.

Chinese clients will be very happy if hotels

provide any of these breakfast foods. Suggestion for hotels

Food & Beverage

China has many old-ish traditional festivals which reflect the diverse cultural heritage of its ethnic groups. Food always plays a very important part in any celebrations.

Chinese new year is the most important holiday in China. All Chinese people around the world celebrate this festival. They normally eat dumplings “Jiaozi” on the New Year’s Eve, in Chinese “Jiaozi” also means change of years.

Ethnic Chinese celebrate with their family the Mid-Autumn Festival, when the moon is fullest and brightest. They share the mooncakes with their family. Mooncakes are round or square in shape, and have a pastry exterior with a dense, sweet filling usually made from lotus paste. Many of them also contain a salted duck yolk.

Spring Lantern Festival is a Chinese festival celebrated on the fifteenth day of the first month in the lunisolar Chinese calendar. Yuanxiao is like balls made of glutinous rice powder and wrapped with various fillings like bean paste

Food & Beverage

Chinese people believe tea can enhance the mood. Whether it’s the caffeine or the tradition that brings people closer, tea has become a tool to strengthen relationships. Drinking tea is also known in China to have health benefits, which were discovered during the Tang Dynasty, when it was often said: “tea cures every disease”. It is very common to see Chinese tourists with thermos flask full of tea or hot water. It is therefore very important to offer hot water and tea for Chinese guests.

Provide Chinese Tea. Don’t be surprised if Chinese

clients request hot water for their Flask of tea Suggestion for hotels

Food & Beverage

XIAOYE 宵夜 (midnight meal) is an important part of Chinese culture. It comes after dinner and may start from about 8 or 9PM onwards until early morning as dinner in China is served early (around 5-6PM). It can range anywhere from a snack to a full-fledged meal. For people working late night shifts, XIAOYE is also associated with their post-midnight meals.

After spending a whole day outside, if the hotel provides some midnight snacks, Chinese guests will be very happy. Instant noodles is always a good choice!

Provide Chinese guests with instant noodles as

midnight meal to make them feel at home. Suggestion for hotels

Chinese Culture 5

Chinese Culture

is one of the oldest and longest cultures of the world. To avoid uncomfortable situations for your Chinese guests, it is important to try to learn at least the basics of the Chinese culture.

Chinese Culture T H E C H A R A C T E R I S T I C S O F C H I N E S E P E O P L E

The family is considered to be one of the most central institutions. For many Chinese people, family gives them a sense of identity and a strong network of support. Confucius said that the family contains the most important relationships for individuals and forms the foundations of all social organization. Chinese families are under increasing stress due to work, life pressures & education. Parents have less time available for their family. Children spend long hours in school & in after school classes (including during school holidays). Therefore, they look forward to quality private time when they can “BOND” as a family. Any kid activities will be appreciated

“Falling leaves return to their roots.” No matter where you are, you should return to your hometown, your family.

Chinese Culture T H E C H A R A C T E R I S T I C S O F C H I N E S E P E O P L E

Men can’t live without face, trees can’t live without bark.

The concept of face (mianzi) in Chinese culture is a complex one.

The concept of the face (mianzi) is something that is very important in Asian culture. It is about self-image, which can refer to dignity, respect, prestige, integrity, reputation and credibility, but no translation can aptly cover all its fine nuances. To “lose face” can be one of the worst things that can happen to Chinese people & causing someone to lose face on purpose can make an enemy for life and is at the root of many conflicts.

Chinese Culture

T H E C H A R A C T E R I S T I C S O F C H I N E S E P E O P L E

The Chinese people believe that it is important to “give face” to other people and to “protect” others’ face. It is hierarchical and based on protocol and etiquette. It relates to loyalty and the importance of keeping your word. It is also tied in with humility and discretion. For example: - If your child is accepted at a prestigious university. Not only do the parents feel proud of their child but also feel that they have “gained face” through the child’s achievement. - If a Chinese guest smokes in a non-smoking area, try to explain without people noticing it. This will protect the guest’s face. - However, questioning someone’s ideas or opinion in a public setting can cause that person to lose face.

Chinese Culture T H E C H A R A C T E R I S T I C S O F C H I N E S E P E O P L E

There are some ways to give our customers “Face” and make them feel more comfortable:

YOU CAN

YOU CAN NOT

• Give them compliments in front of others • Offer them some special gift • Address them by their honorific title and their family name such as Mr. CHEN • Give and receive anything with two hands • Speak to them with a good eye contact and smiles

• Interrupt them, even if you don’t agree • Criticize them in front of others • Try to say NO when they ask some help (especially for pictures), always try to find a solution

Chinese Culture

G i f t c u l t u r e

When traveling abroad, Chinese travelers like to buy souvenirs and gifts for others. Gifts play a very important role to not only present respect, gratitude and love to friends, family, elders and superiors but also to show commitment and enthusiasm toward maintaining a good relationship. Most of them like to buy:

As Chinese are very health-conscious and love all sorts of natural medicines. Vitamins and all the other Health products are good choice as gifts. Particularly for the 40+ age group.

Chinese guests like to buy cosmetics products when they travel overseas.

Chinese people love Wine, it’s received as a toast to the recipient. Also Chocolate, Coffee can be a good choice.

Make sure you know where to buy this kind of products, in case a Chinese guest would like to know.

Suggestion for hotels

Chinese Culture

C o l o r c u l t u r e

also play a important role in Chinese culture as they are endowed with lucky or unlucky meanings. Applying this

knowledge will help you increase the appeal of your products or services to your Chinese guests.

Red represents fire and is the most popular color in China. It is also the national color representing happiness, good luck, success and goodwill. During Chinese new year, people give red envelops which are stuffed with cash as gifts to present the best wishes.

Yellow/Gold correspond to earth, symbolizes royalty and is reserved for the emperor.

White is the color representing metal and associated with death and mourning. The Chinese wear white at funerals.

When a Chinese client ask for some surprises for a special event, Make sure you don’t offer any flowers or gifts in white.

Suggestion for hotels

Chinese Culture T H E C H A R A C T E R I S T I C S O F C H I N E S E P E O P L E

Many westerners noticed that Chinese people tend to speak loudly to one another. Sometimes their loud talking bas been considered aggressive and offensive, when it is not.

Loudness of speech is seems as a sing of energy, passion, honest, health! Chinese people live in a noisy environment which is inevitable with the density of crowds and the rowdy traffic in China, 1,4 billion people are forced to talk loudly, because they just want to be heard. For example, if you visit someone’s home, the host who has a loud voices can be considered cheerful, friendly and welcoming.

Maybe some Chinese guests sound aggressive when they speak, but they are not in a quarrel with somebody.

Suggestion for hotels

Chinese Culture

In China, just over half of the population is unaffiliated with a religion (52.2%).

• Population who practice Chinese folk religion: 22% • Buddhists : 18% • Christians: 2.53% • Muslims: 2% - CIA World Factbook (2010)

It should be noted that traditional Chinese philosophies such as Confucianism or Taoism are not always considered as religions by Chinese people. Most Chinese people (including those who identify as non-religious) have some affiliation with or understanding of traditional Chinese philosophies, as the tenets and values of these belief systems still tend to have a strong influence on social behaviors and practices.

Chinese Culture

Every year, during the country’s largest and most important holidays, such as the Spring Festival, Chinese people travel more:

In China, there are 7 Statutory holidays: - New years holiday - Spring festival

- QingMing festival - Labour day holiday - Dragon boat festival - Mid-autumn festival - National day.

School holidays are also popular holiday time for Chinese family.

Chinese Culture

JAN

FEB MARCH APR

1

7

1

Tomb-Sweeping Day (varies each year, usually in early April)

varies each year, usually in late Jan to early Feb

1 st of Jan

School holidays - end of Jan to end of Feb.

JULY

JUN

AUG

MAY

School holidays – mid July to end of Aug

1

1

varies each year, usually in June

1 st of May

DEC

SEPT

OCT

NOV

7

1

1 st of Oct

varies each year, usually in September to early October

?

Number of days

Suggestions for hotels 6

Suggestions for hotels

1

Try to allocate a room which includes the number 8/6/9 & avoid any room with the number 4 / 250

2

Demand your Chinese guests’ preference when they check in – Twin room or Standard room

3

Remind Chinese guests smoking is not permitted in rooms and/or specific areas of the hotel

4

Remind Chinese guests the hotel’s deposit services

5

Providing hot water for Chinese guests is very important

Suggestions for hotels

6

Don’t be surprised if your Chinese guests wish to have diner before 18:00

7

Chinese clients will be very happy if hotel provide: • Chinese breakfast foods • Festival foods during their festival time

8

Provide Chinese Tea. And don’t be surprised if Chinese clients request hot water for their Flask of tea

9

Provide Chinese guests some midnight snack (such like Instant noodles) to make them feel at home

Suggestions for hotels

10

• Give them compliments in front of others • Address them by their honorific title and their family name such as Mr. CHEN • Give and receive anything with two hands • Speak to them with a good eye contact and smiles • Don’t Interrupt them, even if you don’t agree • Don’t criticize them in front of others • Don’t try to say NO when they ask some helps (especially for pictures), always try to find a solution

11

Make sure you know where to buy this kind of products, in case a Chinese guest would like to know

Suggestions for hotels

12

When a Chinese client ask for some surprises for a special event, make sure you don’t offer any flowers or gifts in white

13

Maybe some Chinese guests sound aggressive when they speak, but they are not in a quarrel with somebody

Become a HAOKE hotel 7

What is HAOKE?

HAOKE is a label to show Chinese travelers that the hotel has the motivation and capability to welcome Chinese guests

The hotel is eligible to become a member of the HAOKE program once it has deployed all the mandatory standards

HAOKE – our Chinese standards label will be recognized by Ctrip

How should a hotel be HAOKE compliant?

The Hotel must meet

你好

电梯

For any more details, please look at the document 1. HAOKE – China optimum Standards

Appendix 8

Appendix

Examples of common phrases and questions to be held available at reception / front office (1/2)

Appendix

Examples of common phrases and questions to be held available at reception / front office (2/2)

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