Outrigger unveils distinguished Chinese guest care program
RELEASE NUMBER 86 | 17
PHUKET, THAILAND – Outrigger Hotels and Resorts today announced the official start of “Guibin” its distinguished guest care program that was designed specifically to meet the unique needs of Outrigger’s guests from China.
Guibin – which translates as “Distinguished Guest” in Mandarin — begins today at Outrigger Konotta Maldives Resort, Outrigger Mauritius Beach Resort, Outrigger Laguna Phuket Beach Resort and Outrigger Koh Samui Beach Resort – with more to follow.
The Guibin platform encompasses three key areas of guest care and engagement: relevant service offerings, amenities desired by the Chinese traveller and rigorous training for Outrigger hosts on the holiday expectations and cultural traits of Chinese guests.
At the aforementioned resorts, Chinese guests will experience qualified Chinese (Mandarin) speaking staff on duty, Chinese menus and breakfasts, a hotel services directory inserted in the room key packet, in-room tea kettle with tea, Chinese TV, slippers, fitted robes and other courtesies such as complimentary Wi-Fi.
“It is a privilege to host an increasing number of Chinese visitors at our Outrigger properties and we’re pleased to now provide this demographic with enhanced services and amenities that best suit their vacation preferences,” said Sean Dee, executive vice president and chief marketing officer at Outrigger Resorts. “Guibin is the Chinese extension of The Outrigger Way – a process of caring for the guest, the host and the place that has guided Outrigger’s corporate culture for decades.”
Outrigger is committed to meeting and exceeding the expectations of all of its Chinese guests. Today – guests from China account for 8 to 50 percent of bookings at the properties that will begin the Guibin program.
Outrigger’s new China-friendly services and amenities are being underpinned by Guibin staff training that has been conducted over the last 12 months by Wei-Wei Sun, Outrigger Enterprise Group’s special advisor for Greater China. Wei-Wei and her China experts have implemented guest survey metrics and an internal brand audit, which applies to front desk, activities, spas, menus, table service and food presentation. The audits include Chinese language proficiency checks for hosts.
Outrigger Resorts has had a Chinese website since June 2015 and already has a dedicated social media platform on Sina Weibo and We Chat (Outrigger_Resorts).
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