Question

One of the world’s largest hotel companies, Hilton Worldwide operates more than 3,700 hotels around the globe. The company’s flagship brand, Hilton Hotels & Resorts, has more than 540 properties in 78 countries across six continents. In addition to Hilton Hotels & Resorts, Hilton Worldwide operates Waldorf Astoria, Conrad Hotels & Resorts, and DoubleTree by Hilton properties in China.

With China’s tourism market—for domestic and international travel—expected to grow to triple the size of Japan’s by 2020, hotel companies such as Hilton are tailoring their services to Chinese travelers. This year, Hilton launched the Hilton Huanying (“Welcome”) program to address the unique needs of Chinese travelers abroad. The program operates in 61 of Hilton Worldwide’s properties, 48 of which are in the Hilton Hotels & Resorts portfolio.

Dave Horton, global head of Hilton Hotels & Resorts, recently discussed China’s hotel and travel market with CBR Editor Christina Nelson. Horton oversees all aspects of Hilton Hotels & Resorts, including product development, marketing, guest experience, and global development strategies.

Hilton Huanying is a consistent set of amenity and service standards at Hilton properties around the world that meet the Chinese traveler’s unique needs and expectations when traveling abroad. All of the 10 hotel brands within the Hilton Worldwide portfolio can choose to participate in the program. Currently 61 hotels are enrolled in Hilton Huanying. China has emerged as a key source market for us and we are expanding at a record pace. We also recognize the opportunity to build brand loyalty. As more Chinese guests stay with us in mainland China, we want them to choose Hilton when traveling abroad.Huanying is the Chinese word for “welcome” and the program offers amenities and services that extend an authentic welcome to Chinese travelers. Guests are greeted at the front desk by a Chinese-speaking team member, the guest rooms are outfitted with amenities such as tea kettles and slippers, and breakfast includes traditional Chinese items such as dim sum, congee, hard-boiled eggs, fried rice, fried noodles, and dough fritters.We were inspired to create Hilton Huanying because of our core brand promise, which is to ensure every guest feels cared for, valued, and respected.

WHY IS HILTON INTERESTED IN LEVERAGINg ITS LEARNING FROM CHINA TO ITS HOTELS OUTSIDE CHINA ?

Answer 1

As the wealth of the Chinese people are increasing the number of tourist from Mainland China to other places of the world are increasing and its expected to grow triple the size of Japan by 2020. That means a lot of Chinese are traveling outside.

Tourism is considered as invisible exports and with growing number of tourists, practices to lure them to the business has also started. The Hilton hotels around the globe want to attract more and more Chinese tourists, for that they have to provide services which can make the Chinese feel at home. Because of all this newly introduced practices, the Hilton hotels expect to gain more traction among the Chinese tourist and earn more profits.