In the epicentre of the pandemic where stringent measures are vital and worry runs high, strong support from a hospitality brand and its management are crucial in maintaining the safety, morale and loyalty of residents and staff.
When Covid-19 first broke out, Modena by Fraser Zhuankou in Wuhan was Frasers Hospitality’s first property to be hit by the city’s lockdown. Despite the sudden crisis, its tale is one of kindness and accountability as its residents and staff remained the utmost priority.
“One particularly heart-warming story is of Singaporean John Png, general manager of Modena by Fraser Wuhan, and his wonderful team who stayed behind in the city of Wuhan throughout the lockdown to ensure staff and residents were safe and secure,” shared Chew Hang Song, country general manager China, Frasers Hospitality.
“John, in particular, was given two opportunities to leave Wuhan on evacuation flights, however he declined the offers so that he could stay back and support his property and people.”
The property, as well of several other Frasers Hospitality properties in China, has since helped its residents and staff tide through the storm by celebrating occasions such as International Women’s Day, for which staff cooked tang yuan and exchanged gifts as a form of appreciation, and the group’s 22nd anniversary at the end of March.
Chew added: “Most importantly, our staff go the extra mile to support guest needs around the clock. For example, some families with children needed help with buying groceries to cook in the apartment, so our staff offered to make the trip so that parents could look after their children.”
The property also holds a calendar of activities, such as cooking challenges and fitness exercise videos online, as well as celebrates special events like Easter for younger guests to have fun indoors.
As China and the world looks towards recovery, a long-term change in consumers’ expectations of hospitality service is anticipated, particularly in the long-stay segment.
Tonya Khong, Frasers Hospitality’s senior vice president, head of regional operations, shared: “We believe guest expectations of what they want from serviced apartments and correspondingly, their service standards, will also be raised.
“Being flexible will also be a gamechanger for the industry, as the pandemic has compelled all players to revisit the way they structure their cancellation and postponement policies. Moving forward, consumers and guests will expect brands to commit to a certain level of flexibility.”
Frasers Hospitality has adopted a global policy allowing unconditional cancellation and postponement of all reservations, as well as reduced its Fraser World’s membership criteria. The group will soon launch a global campaign “to give back to the community”, revealed Khong.
“We are starting to see some light at the end of the tunnel, especially in places like Australia, China, South Korea and some parts of Europe. We are preparing ourselves for the upturn and recovery phase and look forward to welcoming all guests with open arms again,” she said.