Despite virus, Hyatt positive about future

China's effective virus control methods have created favorable conditions for hotel operations and will lead to a recovery in the tourism industry, according to hotel operators.

David Udell, group president of Asia Pacific Hyatt Hotels, said he is optimistic about the business of Hyatt hotels. They provide customers with higher-level care amid the economic and health challenges posed by the COVID-19 pandemic.

"Well-being, for our hotel, is mainly about providing peace of mind for everyone, though the matter is personal," Udell said. "So we are required to be very empathic to understand the individual needs from customers and owners."

The pandemic has challenged people with emotional, family and commercial matters. The level of care Hyatt hotels are providing at this moment is exceptionally important because it can really differentiate the hotel's service, whether it is normal or exceptional, he said.

Stephen Ho, president of growth and operations of Asia Pacific Hyatt Hotels and Resorts, said the COVID-19 outbreak is expected to last for a long time. It may become one of the biggest crises Hyatt has faced. The hotel needs to provide a safe environment for all guests, employees and customers.

Thanks to the virus control measures implemented by Chinese government, domestic travel has recovered. Hyatt is learning a lot from what other hotels are doing in China. It has upgraded its already-strict cleaning standards and launched a package of guidelines for that, Ho said.

"Catering is one of the services that embraced the fastest recovery amid the epidemic in the hotel. For our popular buffet service, on the one hand, we are trying our best to meet the needs of guests, and on the other hand, we should ensure its safety," he said.

In Shanghai, Beijing and other key cities in the Asia-Pacific region, the hotel has tailored its flavor to suit local palettes. By banning dishes made from wild animals and serving freshly cooked food, safety can be ensured, Ho said.

"Hyatt takes China as an indication for what will happen in the rest of the world," said Carina Chorengel, senior vice-president of commercial affairs at Asia Pacific Hyatt Hotels and Resorts. After learning about guests' needs, the hotel has upgraded its service and made changes.

The first change is about flexibility. Because of the virus, a number of bookings had to be canceled. The hotel provides flexible policies so customers can cancel their reservations at the last minute for free.

Global travel hasn't yet been completely re. But people's desire to travel and have new experiences still exists. Hyatt is committed to providing customers with safer, healthier and more localized experiences by integrating the resources of its partners and cooperating with online platforms, Chorengel said.

Hyatt is a global hospitality company with 21 premier brands. As of Sept 30, it had opened more than 950 hotels, all-inclusive, and wellness resort properties in 67 countries and regions across six continents. Headquartered in Chicago, the hotel takes well-being as its ultimate realization of its purpose-"we care for people so they can be their best".