Since hotels are for domestic and international travellers alike, it makes sense that hotels should aim to be popular with business people and holidaymakers both at home and abroad. Some London hotels actively try to appeal to an international crowd, tailoring their services towards the expectations of a particular culture or nation. While others seem to almost accidentally become favoured by certain nationalities. And of course, there are the brands who have an established presence overseas, who are expected to provide the same level of service worldwide, including in their London properties.
Tune Hotel Kings Cross has recently won a Japanese Agoda award, nabbing the Gold Circle Award for exceptional customer feedback and hotel growth.
The hotel chain does particularly well in Asia and with guests from Asia visiting London and their other international hotels. The group is based in Malaysia, but also has properties in Thailand, Indonesia, India and one in Okinawa in Japan.
London Hotels Insight have personally experienced the top-notch customer service at Tune Kings Cross. Upon arriving at the hotel, our blogger Andrea found that any glitches were dealt with swiftly and efficiently, with the staff always ready to help. Andrea also interviewed one of the hotel’s receptionists and was impressed by her infectious enthusiasm.
One hotel brand that’s aiming to cater towards a particular clientele is the Dorsett Hospitality Group.
This Chinese hotel group want their London hotels (they recently opened their first in Shepherd’s Bush and have grand plans for several more) to appeal to guests from their native country. And with their solid presence in China, they know what their intended guests are looking for in the hotel experience. There is a growing number of Chinese travellers visiting the capital, something that Dorsett are not the only group to recognise.
Hilton Hotels have implemented their ‘Huangying’ programme in three London hotels (four if you include Hilton London Heathrow). The programme offers Chinese guests a Chinese-speaking member of staff on the front desk, Chinese menu options, a tea kettle and Chinese tea, chopsticks and comfortable slippers.
There are always hotels for international guests to choose if they’re after some home comforts while they’re in a new city. While some might involve pulling out all the stops, it seems that at a budget level many guests are happy just to choose a brand they recognise and trust.
But we’re amazed at London Hotels Insight how few hotel groups even address the basics of translating websites and undertaking multilingual blogging, social media activity and email marketing. One of the few exceptions is Baglioni Hotels (which works with our parent company Positive Partnerships) which recently won the Best Social Media Marketing award at the recent Hospitality Social Awards for its online communication in multiple languages through its corporate website, social media channels and popular Italian Talks blog.
We believe that the global approach of Baglioni Hotels and Tune Hotels represents the future and would urge others to adopt a similar approach.
Photo credits: London Hotels Insight Flickr, Dorsett Shepherds Bush.