CH&LA Lodging News July/August 2018

16 CALIFORNIA LODGING NEWS www.calodging.com INTERNATIONAL TRAVELERS want to feel welcome. As hoteliers, one simple way to achieve an inviting atmosphere for foreign guests is to ensure their comfort, but comfort is not one-size fits all; it is dynamic and ever- changing. To successfully capture and retain the business of international visitors, hotels must understand and cater to the preferences of key markets. China has consistently been one of the world’s largest outbound travel markets and remains California’s primary source of overseas tourism—with 2017 Chinese visitor spending surpassing $3 billion in the state—and yet, Hilton’s research revealed that Chinese guests were largely underserved in the hospitality industry. By conducting a comprehensive study and leveraging its more than 25 years of experience in China, Hilton developed a program to ensure the needs of Chinese travelers are met, regardless of where they may be in the world. Deriving its name from the Chinese word for “welcome,” Huanying provides Chinese travelers in key destinations across the globe with amenities and service standards that are reminiscent of home. After its successful introduction in August 2011 with 30 participating properties in 13 countries, Hilton executed a global unveiling of Huanying at Hilton San Francisco Union Square (HSFUS). The City by The Bay has long been recognized as a leading global destination for Chinese travelers and is home to one of the largest Chinese communities in the United States. Specifically chosen to provide both functional service and emotional comfort for Hilton’s Chinese guests, Huanying’s offerings center around three signature hospitality touch- points: the arrival experience, guest room amenities, and the breakfast experience: Arrival Experience 9 9 Huanying Greeting: a welcome note in Simplified Chinese 9 9 Mandarin interpretation service 9 9 Many properties offer Mandarin speaking team member(s) as well continues  