Booking Hotels In China With Strong Service Awareness

Samii Zhou is the assistant to the general manager of ABB Beijing Drive Systems. She is responsible for arranging schedules for the company's president and dealing with daily affairs, as well as organizing and planning meetings.

Are there any standards for your company on hotel and MICE destination selecting? Do you take the hotel brand as a main factor when you make a selection?
When choosing hotels, we firstly focus on the location, i.e. the distance from our company, and whether it is an area of traffic congestion. Secondly, those hotels that are signed with us will be our first choice. As for the meeting products, the main factors we would take into consideration include the location, environment, service quality, and price. The hotel brand plays a dominant role, because it gives guarantees for the environment, facilities, room conditions, and service.

Which hotels impress you most in China and why?
Ramada Plaza Shanghai; Gateway Hong Kong; Holiday Inn Lido Beijing; and the Hotel Kunlun.

Firstly, these hotels have strong service awareness. All their staff in different roles – from receptionists to floor managers and to senior room sales managers, show very professional qualities. Secondly, an effective and positive communication can also make the customers feel reassured.

What problems do you meet when using hotel products and service? What would you like to say to hotel general managers and sales directors?
There are some suggestions that I hope the hotel management levels could take into consideration.
1. Could the hotels offer an exclusive counter for the VIP guests to check-in or check-out?
2. I suggest that the hotels could offer Wi-Fi Internet access in all areas including the lounge, restaurants and Café to provide convenience for the guests' work and life. It would be better if the guestrooms were equipped with both broadband Internet access and broadband wireless access to meet the different requirements.
3. The DDD and IDD phones are basic service facilities, but telephone harassment must be prevented.
4. An uninterrupted electrical outlet for 110-240 V and a transformer are necessary.

Which products and service urgently need to improve in the local hotel market?
The behavior of doorman or waiter asking for tips on their own initiative should be banned to avoid making the customers feel embarrassed or resentful.

What do you think about our bilingual magazine and website products?
I like the bilingual magazines in both Chinese and English very much. China Hospitality News concentrates on and specializes in travel information for its target customer groups, building a platform for mutual communication for the industry.

What kind of meetings or events does your company hold annually? And which cities do you choose?
Our company has regular scheduled annual meeting and outings. These have been held in such cities as: Beijing, Xi'an, Guilin, and Chengde.