At Universal Beijing Resort, hotels extend the experience beyond the attractions themselves.
Aref Sayegh, general manager of the hotel management division, Beijing International Resort Co, says Universal Studios Grand Hotel draws on Hollywood's golden age. At the same time, NUO Resort Hotel blends contemporary luxury with Chinese cultural elements. The resort also offers Kung Fu Panda-themed rooms and Despicable Me character dining.
"We are not simply in the business of supplying hotel rooms, operating attractions, or selling tickets," Sayegh says. "We are in the business of creating memorable experiences, stories families can share, and reasons for guests to return."
For Sayegh, that experience also depends on how staff treat guests. Remembering a child's name or arranging a birthday surprise can leave a stronger impression than the room's decor alone. Technology can help staff anticipate guests' needs, he says, but should support rather than replace human contact.
"There is one thing that is so simple that it cannot be designed, bought, or copied — the magic of hospitality," he says.
Yao notes that keeping visitors interested requires that same attention beyond the hotel.
"Theme parks need to move from expansion in scale to strengthening their foundations and renewing what they already have," Yao says.
Renewal, he argues, should be a regular part of a park's development, not a response to falling visitor numbers.
