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Focus Turns to India

Two Accor hotels have become the first in Australia to introduce Optimum Service Standards for Indian guests.

The Mercure Sydney and the Menzies Sydney are leading the national push for more Indian tourists, becoming the first hotels to achieve accreditation under Accor’s new Optimum Service Standards for Indian Visitation. The standards will ensure the hotels can cater for the specific needs of the country’s growing number of Indian visitors. Australia experienced 11% growth in Indian visitors last year with a total of 128,000 Indian tourists who spent $614 million during their stay.

Over the next few years India is set to become our second-fastest growing market, with some predicting 500,000 visitors per year by the end of the decade.

Accor introduced the standards to meet the expectations of these travellers for quality service and products and to ensure staff were trained to respect Indian cultural and religious differences. The program includes Indian dishes on the breakfast, restaurant and room service menus; hotel welcome kits in Hindi; Indian adaptor plugs; Indian television channels and newspapers; and Indian snacks and drinks available in the minibar.

“Mercure Sydney has been a popular hotel with Indians since opening and we are very proud to offer the highest standards to our Indian guests thanks to this accreditation,” said Greg Brady, General Manager of the hotel. “Indian travellers are increasingly sophisticated and they have high expectations in terms of service. Accor’s Optimum Service training will ensure our staff are trained in the sensitivities and preferences of these guests.

“Indians represent a significant and growing future for tourism in Australia so it is imperative we enhance their experience of Australia, especially given that repeat visitation grew by 39% last year.”

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