Hilton Shanghai
By admin on 2014-12-29

Hilton Shanghai weathered the economic crisis of 2009 better than most other hotels, maintaining a 65 percent occupancy rate.

Situated next to one of the city's oldest treasures Jing'an Temple, the 40-storied majestic Hilton Shanghai promises to deliver guests the ultimate experience, securing customer loyalty in a city abundant with competitive accommodation options.

For over two decades, the hotel marking the Shanghai skyline has proven quality service a top priority since first stepping foot on the mainland in 1989.

Upon entering the grand lobby, guests walk into a whole different world, one filled with a special kind of warmth and friendly hospitality.

"There's something special about this hotel," says Guy Hutchinson, general manager of Hilton Shanghai. "This hotel has life and soul."

Swelling customer loyalty has seen its survival through the years, and is largely credited for keeping the hotel well afloat during 2009, one of the hardest years for the upscale hospitality sector thanks to the fallout of the global financial crisis.

Hilton Shanghai weathered through the storm with a 65 percent occupancy rate, above the 52 percent average of other city hotels, meaning that the hotel sold 12,000 more rooms last year than any other hotel in Shanghai, according to Hutchinson.

"People buy very strongly into brand loyalty," Hutchinson says.

"Because we were among the very first group of international hotels to come to China, people are familiar with us," he adds. "When people navigate around Shanghai to meet socially, many of them say, 'Let's meet at the Hilton,' as every taxi driver knows it."

More importantly, being on the mainland since the birth of the five-star hotel industry in China has given Hilton time to fine-tune its product and get its name out there.

With just five hotels in China, Hilton was awarded the most recognized hotel brand on the mainland in 2007, taking the title away from the Marriot which owns more than 50 properties in China, and InterContinental which offers more than 100 products to Chinese.

Part of the draw for returning customers is the Hilton HHonors loyalty program, to which 45 percent of Shanghai guests belong. The members program rewards frequent travelers with points that can be credited to 3,500 Hilton hotels worldwide and air miles that can be used at over 50 airlines that partner with the hotel.

"It's a way to recognize and show that we value our customers," says Hutchinson. "The minute you check into our hotel, we tell you we appreciate your business, whether you're in Shanghai, Qingdao or New York."

The hotel recently renovated its three presidential suites, and other upgrades are in the works to ensure things are kept fresh.

By the end of this year, the hotel will complete a major facelift, making 70 percent of the hotel new again. It will redesign guests suites, meeting rooms and its main Atrium Caf restaurant.

But at the end of the day, it's about much more than just the hardware.

"Renovation is important in terms of creating a certain quality of environment, but our carpet is brown, Marriott's is green, Le Royal Meridien's is blue," says Hutchinson.

"As a customer, you don't really care. What you care about is how you feel and how you experience the property."

Last year the hotel launched its "For you, no detail is too small" campaign, in a bid to continue improving customer satisfaction, preventing guests from straying to competitors.

Having a staff made up of almost 400 people who have at least a decade of experience in the hospitality industry also helps to keep customers pleased.

"That is the most unique resource that we have which no other hotel in this city has," says Hutchinson. "Our staff has great skills. They speak different languages, and they do more than just take orders; they understand how to serve and know how to anticipate the needs of customers.

"They are the heart of this hotel."