As one of the links of the Spring Festival guarantee, it is incumbent on the hotel to do a good job in the face of disaster weather. Based on the mapping of the situation of hotels and guests in the affected areas and potentially affected areas, Huazhu Group has used a series of heart-warming actions to relieve the difficulties of passengers in transit.
Guarantee continued accommodation and improve emergency reception capacity
Since the end of January, the central and eastern parts of China have suffered the largest and longest rain and snow since this winter.
It is reported that this is the worst Spring Festival weather in Wuhan since 2008: the continuous freezing rain weather is more difficult than the simple snowfall to the transportation industry. Affected by rain and snow, flights, high-speed railways, and highways may be delayed or cancelled, resulting in many passengers being stranded in hotels.
In terms of guest occupancy protection, for stores in areas severely affected by rain and snow, full refunds will be given to guests who cancel their rooms, and at the same time, the stores will also reserve some more rooms in advance for guests to continue their stay.
Days of freezing rain are a great test for hotel operations and guest sentiments. In this regard, Huazhu stores in Wuhan will make plans in time according to weather conditions, strengthen the safety of hardware facilities, and ensure hot water**; In terms of service, we will improve the emergency reception capacity, provide guests with pick-up and drop-off services, place hot drinks and snacks in public areas such as the front desk and lobby of the hotel, and add hot foods such as meat dishes and beef noodles to the hotel's breakfast menu, so as to provide guests with souvenirs to relieve anxiety and improve the guest experience in an all-round way.
Huazhu's stores prepare hot drinks and snacks for guests.
This kind of warm service doesn't stop at the hotel. With the hotel as the center, Huazhu also conveys more love to the society with practical actions.
From February 4th to 5th, Jiang Jingjing and Wang Lin, store managers of Huazhu Group's Eastern Hubei Provincial and District stores, went to the Hankou train for a live broadcast, answering passengers' questions about the latest developments of the train, the on-site situation and precautions at Hankou Station, and at the same time sending more than 50 guests stranded at the station to the regional stores when the surrounding hotels were full.
In addition, some of Huazhu's stores in Wuhan spontaneously delivered hot drinks to passengers stranded at the Wuhan Railway Station, so that stranded passengers could feel warm. "Even though these travelers aren't necessarily our guests, we wanted to do something about it. The relevant person in charge of Huazhu said.
Huazhu staff deliver hot drinks to stranded passengers.
Strengthen the plan, excellent service for the Spring Festival to make a guarantee
Judging from the data, this year is the "hottest Spring Festival" in the past five years, and the cross-regional flow of people will reach 9 billion during the Spring Festival of the Ministry of Communications. The huge crowd and the cold wave in many places are intertwined, which greatly increases the difficulty of the Spring Festival.
In the tide of the Spring Festival, the hotel can be a transit station or a destination, and it is a post station for thousands of families to reunite. In the face of special weather, the hotel group has a great responsibility and obligation to do a good job in ensuring the Spring Festival.
Based on the accumulation of hotel emergency management over the past years, Huazhu paid close attention to the extreme weather situation during the Spring Festival and issued a mature plan for some areas that may be affected.
Safety is the red line of the hotel's guest service. In particular, in view of the impact of ice and snow on the safety of hotels, Huazhu requires stores in snowfall areas to pay attention to self-inspection of the snow location such as the top floor of the store, remove the snow and ice in a timely manner, check the fixed situation of the store signs, avoid hidden dangers such as shaking and falling off in windy weather, and take adequate precautions in terms of domestic water, hot water supply, gas safety, electricity safety, etc.
2024 is the Year of Service Excellence for Huazhu, focusing on excellence in customer service. For example, in the face of extremely cold weather, Huazhu Group North Company in Shandong Province has carried out winter in-store care and customization since the beginning of winter, and further strengthened the implementation in response to the cold wave of the New Year, such as providing warm mineral water that meets brand standards when guests check in. The front desk always reserves warm babies and other thermal insulation items, and takes the initiative to arrange the room and turn on the air conditioner to preheat before the guests arrive.
In terms of employee protection, Huazhu not only reminds employees to keep warm, pay attention to travel safety and outdoor work safety, but also provides warm gloves, baby warmers, ginger tea and other cold and warm measures in stores as appropriate, laying a solid foundation for employees to do a good job in customer service.
The relevant person in charge of Huazhu Group said: "Under the tide of the Spring Festival, the rain and snow in many places have brought a lot of inconvenience to people on the journey. Huazhu hopes to use practical actions to ensure the travel of thousands of guests, and also provide better assistance for hotel operations in rainy and snowy areas, so that people's journeys will be warmer. ”