Accessing hotels´ infrastructure and services for hosting Chinese tourists

• Autor(a) principal: Yue, Yang
• Data de Publicação: 2020
• Tipo de documento: Dissertação
• Idioma: eng
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/10400.1/15400
• topic: Características dos turistas chineses; Desenvolvimento do turismo na china; Requisitos em relação ao alojamento; Serviços hoteleiros ocidentais e infraestruturas; Estágio no hotel ibis hotel munich city west; Domínio/Área Científica::Ciências Sociais::Outras Ciências Sociais

This report studies western hotel services and infrastructure that are suitable for Chinese tourists. The rapid development of China's outbound tourism has made more Chinese tourists keen to travel abroad. The number of Chinese overnight stays in western countries is on the rise, and at the same time, they have gradually put forward more requirements for western accommodation. The increasing requirements of Chinese tourists for the services and infrastructure of western accommodation have made their expectations higher, which also makes it more difficult for western hotels to improve customer satisfaction. Moreover, attracting more Chinese tourists and providing them with more suitable services is very important for western hotels, especially in the current situation of Chinese outbound tourism prevailing, Chinese tourists have become one of the main tourists in many tourist destinations. Therefore, the purpose of our research is to understand the characteristics of Chinese outbound tourists and their requirements for accommodation, and to help western hotel managers and employees discover innovative and optimized services and infrastructure for Chinese tourists. We combined quantitative and qualitative research and used non-probability sampling methods to collect data. We collected 463 answers through online questionnaire surveys. Regarding the internship at the Ibis Hotel Munich City West, the hotel is an economy hotel dedicated to the development and innovation of infrastructure and services. It is also one of the popular hotels in Munich for Chinese tourists and business travellers. Through the internship in western hotels and online surveys for Chinese tourists, this internship report shows that many Chinese tourists have consistent demands and expectations for western accommodation's catering products, services, and infrastructure. Mainly focus on Chinese language service, Chinese map and menu, Chinese food, hot water, Chinese tea, mobile payment, Wi-Fi, room supplies, staff service attitude and quality. Understanding and trying to meet these needs and expectations can help western hotels better attract Chinese guests and gain a competitive advantage in China's outbound tourism market.