巴
黎丽兹酒店(Ritz Hotel Paris)总经理奥默•阿卡尔(Omer Acar)表示，顶级酒店不会无视对全球旅游业举足轻重的大批中国高端游客，。不过你该如何了解这些中国新贵们会喜欢些什么呢？
Newscom
巴黎丽兹酒店
一个方法就是飞越半个地球到中国实地考察一番。阿卡尔最近刚刚结束了他的首次中国之行，他造访了北京、上海和香港以期更好地了解消费者的需求。在品尝北京烤鸭、学习基本的中文以及挤出时间购买鱼翅的间隙，他在香港接受了《华尔街日报》记者Amy Ma的采访。以下采访内容经过编辑：
《华尔街日报》：到法国旅游的中国游客在最近几年有些什么变化？
阿卡尔：十年到十五年前，他们一般都是跟着大规模的旅游团来到法国的，你会感觉到他们害怕单独到一个陌生的国度旅游。不过现在，他们会选择自由行，自己订好米其林(Michelin)三星级餐厅，也了解选什么红酒来搭配他们的食物。
《华尔街日报》：你为中国客人作出了什么改变？
阿卡尔：我们有一个说中文的客户关系经理，酒店还有中文翻译。我们设置了中文菜单，即便在美食餐厅，我们也提供筷子，而且我们也更加国际化。如果你想先吃点儿寿司，然后吃馄饨面，最后再来道法式甜点，我们不能说“没有”。
《华尔街日报》：中国客人最喜欢向酒店提出什么要求？
阿卡尔：中国客人非常关注奢侈品牌，从手表到时装──所有限量可收藏的东西。他们想让我们做的很简单：找到这些东西。即便这些东西在上海或者香港也能找到，但在巴黎旗舰店买到它们是很有意义的。就在几天前，我正在大堂准备我的中国之行，我看到一个来自杭州的旅游团乘车归来，我只能说这辆车看起来简直像个小型爱马仕(Hermes)专卖店，因为车子里被爱马仕包装盒堆得满满的。
《华尔街日报》：奢侈旅游近期出现了怎样的变化？
阿卡尔：现在奢侈旅游对所有人来说──不仅仅是中国游客──都变成了最后一分钟的决定。做你想做的，在你想做的时候──这就是新奢侈主义。酒店有更少的时间去准备，不过客人们也会为此付出更多的钱。
《华尔街日报》：你作出过什么专门的努力来吸引中国游客吗？
阿卡尔：在中国和香港，我们正在推广很多你独自旅行时没办法安排的独一无二的体验。客人们可以住进香奈儿套间，香奈儿品牌创始人可可•香奈儿(Coco Chanel)在这里住了37年，他们还可以参观香奈儿的公寓。他们可以在La Duree参加杏仁小圆饼私人品尝会，以自己的名字命名一款鸡尾酒并将这款鸡尾酒放在海明威(Hemingway)酒吧的菜单上。
《华尔街日报》：许多其他品牌的连锁酒店将在未来五年内在巴黎开业──这将对业务产生怎样的影响？
阿卡尔：我认为来到巴黎的游客欢迎更多的选择。像我们这样的独立酒店不能像许多规模更大、在亚洲有着广泛业务的连锁酒店一样推销自己。他们可以在世界各地的其他酒店里进行交叉推广。最终，来巴黎的游客数量会增加。这对我们所有人来说都是个好消息。
Amy Ma
《华尔街日报》：到法国旅游的中国游客在最近几年有些什么变化？
阿卡尔：十年到十五年前，他们一般都是跟着大规模的旅游团来到法国的，你会感觉到他们害怕单独到一个陌生的国度旅游。不过现在，他们会选择自由行，自己订好米其林(Michelin)三星级餐厅，也了解选什么红酒来搭配他们的食物。
《华尔街日报》：你为中国客人作出了什么改变？
阿卡尔：我们有一个说中文的客户关系经理，酒店还有中文翻译。我们设置了中文菜单，即便在美食餐厅，我们也提供筷子，而且我们也更加国际化。如果你想先吃点儿寿司，然后吃馄饨面，最后再来道法式甜点，我们不能说“没有”。
《华尔街日报》：中国客人最喜欢向酒店提出什么要求？
阿卡尔：中国客人非常关注奢侈品牌，从手表到时装──所有限量可收藏的东西。他们想让我们做的很简单：找到这些东西。即便这些东西在上海或者香港也能找到，但在巴黎旗舰店买到它们是很有意义的。就在几天前，我正在大堂准备我的中国之行，我看到一个来自杭州的旅游团乘车归来，我只能说这辆车看起来简直像个小型爱马仕(Hermes)专卖店，因为车子里被爱马仕包装盒堆得满满的。
《华尔街日报》：奢侈旅游近期出现了怎样的变化？
阿卡尔：现在奢侈旅游对所有人来说──不仅仅是中国游客──都变成了最后一分钟的决定。做你想做的，在你想做的时候──这就是新奢侈主义。酒店有更少的时间去准备，不过客人们也会为此付出更多的钱。
《华尔街日报》：你作出过什么专门的努力来吸引中国游客吗？
阿卡尔：在中国和香港，我们正在推广很多你独自旅行时没办法安排的独一无二的体验。客人们可以住进香奈儿套间，香奈儿品牌创始人可可•香奈儿(Coco Chanel)在这里住了37年，他们还可以参观香奈儿的公寓。他们可以在La Duree参加杏仁小圆饼私人品尝会，以自己的名字命名一款鸡尾酒并将这款鸡尾酒放在海明威(Hemingway)酒吧的菜单上。
《华尔街日报》：许多其他品牌的连锁酒店将在未来五年内在巴黎开业──这将对业务产生怎样的影响？
阿卡尔：我认为来到巴黎的游客欢迎更多的选择。像我们这样的独立酒店不能像许多规模更大、在亚洲有着广泛业务的连锁酒店一样推销自己。他们可以在世界各地的其他酒店里进行交叉推广。最终，来巴黎的游客数量会增加。这对我们所有人来说都是个好消息。
Amy Ma
Top hoteliers can't ignore the flood of elite Chinese tourists stamping its mark on the global tourism industry, says Omer Acar, general manager of the Ritz Hotel Paris. But exactly how do you learn what will appeal to these new Chinese clients?
One way is to fly halfway round the world and visit China for a spot of tourism yourself. Mr. Acar last week wrapped up his first visit to Beijing, Shanghai, and Hong Kong to get a better sense of his customers' needs. In between bites of Peking duck dipped in sugar, learning that xie xie means 'thank you,' and trying to squeeze time in his schedule to go shark's fin shopping, Mr. Acar found time to talk to Amy Ma in Hong Kong. The following interview has been edited:
WSJ: How has Chinese tourism to France changed in recent years?
Mr. Acar: Ten or 15 years ago, they always came in large tour groups because you get the sense there was a fear of traveling alone in an unknown place. But nowadays, they come by themselves, book their three-star Michelin restaurants, and know just what bottle of wine they prefer with their food.
WSJ: What changes have you made for Chinese guests?
WSJ: We have a Mandarin-speaking guest relationship manager and translators on hand. There are Chinese menus, and even in a gastronomic restaurant, we offer chopsticks, and we're much more international. If you want to start off with sushi, then have wonton noodles, and finish with a French dessert, we cannot say 'no.'
WSJ: What are the most popular hotel requests from Chinese customers?
WSJ: There's a big focus on luxury brands, from watches to fashion -- all limited collectibles. What they want from us is simple: find it. Even if these items are available in Shanghai or Hong Kong, there's a value to buying it in Paris, in the flagship store. Just a few days ago, I was in the lobby preparing for my China trip when a group of tourists from Hangzhou came back with a car that I can only say looked like a miniature Hermes boutique because it was piled high with so many Hermes boxes.
WSJ: How has luxury travel changed recently?
WSJ: Luxury has become a lot more last-minute these days for everyone, not just Chinese tourists. To do what you what, when you what it -- that's the new luxury. Hotels have a lot less time to prepare, but guests also pay a premium for it.
WSJ: Have you made any dedicated efforts to attract Chinese clientele?
WSJ: For China and Hong Kong, we're promoting a lot of one-of-a-kind experiences you can't arrange as a tourist on your own. Guests can stay in the Chanel Suite, where Coco Chanel lived for 37 years, and get a tour of her apartment. They can do a private macaron tasting at La Duree, or get a cocktail named after them and put on the menu at the Hemingway bar. It even comes with a gift of Christofle chopsticks.
WSJ: A lot of other hotel chains are opening in Paris within the next few years -- how will that affect business?
WSJ: I think tourists to Paris would welcome more choices. Independent hotels like us can't promote as much as these larger chains with an Asia-heavy presence. They can cross-promote in their other hotels around the world. Ultimately, the amount of inbound customers will increase. And that's good news for all of us.
Amy Ma
One way is to fly halfway round the world and visit China for a spot of tourism yourself. Mr. Acar last week wrapped up his first visit to Beijing, Shanghai, and Hong Kong to get a better sense of his customers' needs. In between bites of Peking duck dipped in sugar, learning that xie xie means 'thank you,' and trying to squeeze time in his schedule to go shark's fin shopping, Mr. Acar found time to talk to Amy Ma in Hong Kong. The following interview has been edited:
WSJ: How has Chinese tourism to France changed in recent years?
Mr. Acar: Ten or 15 years ago, they always came in large tour groups because you get the sense there was a fear of traveling alone in an unknown place. But nowadays, they come by themselves, book their three-star Michelin restaurants, and know just what bottle of wine they prefer with their food.
WSJ: What changes have you made for Chinese guests?
WSJ: We have a Mandarin-speaking guest relationship manager and translators on hand. There are Chinese menus, and even in a gastronomic restaurant, we offer chopsticks, and we're much more international. If you want to start off with sushi, then have wonton noodles, and finish with a French dessert, we cannot say 'no.'
WSJ: What are the most popular hotel requests from Chinese customers?
WSJ: There's a big focus on luxury brands, from watches to fashion -- all limited collectibles. What they want from us is simple: find it. Even if these items are available in Shanghai or Hong Kong, there's a value to buying it in Paris, in the flagship store. Just a few days ago, I was in the lobby preparing for my China trip when a group of tourists from Hangzhou came back with a car that I can only say looked like a miniature Hermes boutique because it was piled high with so many Hermes boxes.
WSJ: How has luxury travel changed recently?
WSJ: Luxury has become a lot more last-minute these days for everyone, not just Chinese tourists. To do what you what, when you what it -- that's the new luxury. Hotels have a lot less time to prepare, but guests also pay a premium for it.
WSJ: Have you made any dedicated efforts to attract Chinese clientele?
WSJ: For China and Hong Kong, we're promoting a lot of one-of-a-kind experiences you can't arrange as a tourist on your own. Guests can stay in the Chanel Suite, where Coco Chanel lived for 37 years, and get a tour of her apartment. They can do a private macaron tasting at La Duree, or get a cocktail named after them and put on the menu at the Hemingway bar. It even comes with a gift of Christofle chopsticks.
WSJ: A lot of other hotel chains are opening in Paris within the next few years -- how will that affect business?
WSJ: I think tourists to Paris would welcome more choices. Independent hotels like us can't promote as much as these larger chains with an Asia-heavy presence. They can cross-promote in their other hotels around the world. Ultimately, the amount of inbound customers will increase. And that's good news for all of us.
Amy Ma
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