The hotel group has seen a 287% increase in room nights from inbound Chinese travellers following awards granted by Ctrip - China’s largest online travel agency - in late 2016.
Oaks is introducing a number of dedicated Chinese services and in-room amenities, including the addition of popular Asian meals to participating properties’ in-house restaurants, access to 24-hour Wi-Fi, and Chinese speaking staff.
Dental kits and slippers will also be made available in hotel rooms and apartments.
The ‘guì bīn’ initiative will roll out across nine of Oaks Hotels & Resorts’ key leisure and CBD properties that are currently receiving high volumes of Chinese tour groups, including Melbourne’s Oaks on Market, the Sunshine Coast’s Oaks Oasis Resort, Queenstown’s Oaks Shores, and the Hunter Valley’s Oaks Cypress Lakes Resort.
Oaks Hotels & Resorts’ general manager of sales, Daniel Csortan, said the hotelier has conducted extensive research into the motivating factors that influence accommodation decisions.
“With the language barrier being one of our biggest challenges, each guest will now receive a welcome letter on arrival, in Mandarin, explaining what they can expect in our rooms along with a Mandarin speaking staff member to show them how to navigate our lifts and onsite facilities.
“From our research, we’ve discovered dental kits and slippers are supplied at all Chinese hotels, from luxury accommodation right through to low-end motels. As a result, Chinese holidaymakers expect their Australian accommodation will also provide these as a complimentary amenity within their rooms.
“Supplying these key lifestyle items, in conjunction with free Wi-Fi and complimentary in-room ‘noodles in a cup’, makes quite a difference for Chinese guests and goes a long way in making them feel more at home,” Csortan said.
These additional offerings, along with the implementation of UnionPay facilities, will also enable Oaks Hotels & Resorts to bid for large Chinese incentive groups for whom these are compulsory requirements.