Accor Thailand Launches 'Optimum Service Standards' to Welcome Russian and Chinese Guests

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. December 12, 2012

December 12, 2012 - Accor, the world's leading hotel group and the largest hotel operator in Thailand, has implemented the “Optimum Service Standards” program for its hotels to better cater to the growing Russian and Chinese inbound markets.

Accor has introduced its Russian and Chinese service standard training programs to educate front-line hotel staff about the cultural backgrounds of Russia and China to better meet the expectations of travellers from these countries. The training includes basic information about the countries, basic greetings, and cultural Do's & Don'ts.

Mr. Patrick Basset, Senior Vice President of Accor Thailand, Vietnam, Cambodia, Laos and the Philippines says, “Accor sees this as another opportunity to tailor our service to our guests and make sure we make them feel welcome at our hotels. Accor hotels in Thailand have experienced significant growth in Russian and Chinese business, especially in Pattaya and Phuket, where the Russian market has nearly doubled in just two years.”

Apart from enhancing the hotel teams' capabilities, the program also integrates changes in some of the hotels' hardware, such as providing Russian and Chinese Welcome Booklets and translated menus, as well as providing lists of common questions/phrases at the front office, concierge, and other areas to help staff immediately assist guests with their requests.

Mr. Basset adds that “We recommend all our hotels that have at least ten percent of their guests from Russia or China in any given month send their front-line staff to attend the Optimum Service Standards training.”

Currently, all 18 hotels in Thailand eligible for the Chinese Service Standards training have participated in the program, whereas three hotels have gone through the Russian Service Standards training, with another 10 hotel scheduled.

Mr. Chernyshev Dmitry Urievich, Pullman Pattaya Hotel G's Executive Assistant Manager and the trainer of the Russian program says, “The staff found the training very helpful, with the main interest being the practicing of basic Russian conversations so that they can use during their day-to-day operations.”

Accor is one of the world's leading hotel operators and the largest in Asia-Pacific. As the market leader in the region, Accor operates over 530 hotels in Asia Pacific and currently manages 52 hotels throughout Thailand.