As one of the links to ensure the Spring Festival travel, hotels are obliged to provide excellent support services in the face of disaster weather. Based on the investigation of hotels and guests in disaster stricken areas and potential disaster stricken areas, Huazhu Group has taken a series of heartwarming actions to help travelers on their way out of difficulties.
Since the end of January, the central and eastern parts of China have experienced the largest and longest duration of rain and snow weather since this winter. Due to the impact of rainy and snowy weather, flights, high-speed trains, highways may be delayed or cancelled, resulting in many passengers being stranded in hotels. In this regard, Huazhu's stores in the Wuhan area will make timely contingency plans based on weather conditions, strengthen hardware facility safety, and ensure hot water supply; Enhance emergency reception capabilities in terms of service, provide pick-up and drop off station services for guests, place hot drinks and snacks in public areas such as the hotel front desk and lobby, add hot dishes such as meat dishes and beef noodles to the hotel breakfast menu, provide accompanying gifts to alleviate anxiety for guests, and comprehensively enhance the guest experience.
At the same time, Huazhu also takes the hotel as the center and conveys more love to society through practical actions. The person in charge of Huazhu Group's stores in eastern Hubei Province went to Hankou Train for a live broadcast, answering passengers' questions about the latest developments of the train, the on-site situation of Hankou Station, and precautions. Send over 50 stranded guests to regional stores while surrounding hotels are fully booked; After receiving help from netizens, she helped her 15-year-old child who was riding the train alone find the entrance and safely transport her into the station.
In addition, some of Huazhu's stores in the Wuhan area spontaneously delivered hot drinks to stranded passengers at Wuhan Railway Station, making them feel warm. "Although these passengers may not necessarily be our guests, we hope to do something," said a Huazhu employee.
Not only employees, but also partners of Huazhu franchisees are taking action. In the late night, the franchisee of Xingcheng Wuhan Kaide Plaza Hotel led the hotel staff to clean the streets together, open an unobstructed lane, and gain unanimous recognition from the community and guests.
In the Spring Festival travel rush, hotels can serve as transfer stations or destinations, serving as relay stations for families to reunite. Based on years of experience in hotel emergency management, Huazhu closely monitors extreme weather conditions during the Spring Festival and has issued mature contingency plans for some areas that may be affected.
In response to the safety impact of ice and snow on hotels, Huazhu requires stores in snowy areas to pay attention to self checking the top floor and other snow covered areas, promptly removing snow and ice, checking the fixing of store signs to avoid potential hazards such as shaking and falling off in strong winds, and taking sufficient precautions in terms of domestic water, hot water supply, gas safety, and electricity safety. At the level 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, warm babies, ginger tea and other insulation measures at the store, laying a solid foundation for employees to provide good customer service.
The relevant person in charge of Huazhu Group said, "Under the tide of the Spring Festival travel rush, the rainy and snowy weather in many places has brought many inconveniences to people on the journey. Huazhu hopes to take practical actions to provide travel support for millions of guests and provide better assistance for hotel operations in rainy and snowy areas, making people's journeys warmer."