Putting on the Ritz for Chinese Tourists

What the Ritz in Paris Is Putting on for Chinese Tourists
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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:

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The Hotel Ritz in Paris.
.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?

Mr. Acar: 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?

Mr. Acar: 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 Hermès boutique because it was piled high with so many Hermès boxes.


WSJ: How has luxury travel changed recently?

Mr. Acar: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?

Mr. Acar: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 Durée, 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?

Mr. Acar: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.