The first property in Asia managed by Frankfurt-based luxury hotel group Steigenberger, Hotel Maximilian, will open next month in Beijing and promises to show China hospitality, German-style.

Located in the Audi World complex close to the Wangjing area where many international companies have their China offices, it is less than 20 minutes' drive to the airport. The hotel will have 286 rooms, including some that belong to the Audi training center.

Food and beverage options are varied, with a Chinese restaurant offering Cantonese cuisine and an all-day dining outlet providing a buffet of popular international dishes. Paulaner Maximilian, the second Paulaner in Beijing, will continue to promote German beer and cuisine.

Although not well-known within China, Steigenberger is the largest hotel group in Germany and an influential brand in German-speaking regions.

"We are proud to be a German hotel group, and we do things in the German way," says Peter Schaumburg, general manager of the hotel.

He says the hotel targets business travelers, most of whom would be German-speakers. To cater to them, the hotel will have German-speaking staff at all outlets, and the labels and signs in the hotel will be in three languages - German, English and Chinese.

Language courses are part of the training program for employees, but Schaumburg says it is more important for them to get used to the cultural differences rather than just the language.

Hotel staff learn not only what to say and what to do, but also why, he says.

"We tell them what the Germans prefer, so they not only express themselves, but also understand the cultural background."

The hotel has purchased many products from Germany, such as the bathroom fittings in the guest rooms and the cutlery, glassware and chinaware in the restaurants. Some of the food and drink will also be imported from Germany, including the butter, wine, milk and mineral water.

Schaumburg says an important trademark of Steigenberger Hotels is the "heart-felt hospitality", and in Hotel Maximilian, there are many custom-made services that will make guests feel at home.

Although it is quite compact, the hotel intends to create a feeling of family, the general manager says.

One example is that the customers check in and out sitting rather than standing, and there will be more than one check-in counter, all specially designed to create an open space.

"The guest comes. He sits down. He gets a welcome drink with a cool towel in the summer or a hot towel in the winter. He relaxes and starts the check-in," says Schaumburg. "There is no dividing line between the customers and our personnel. You can walk around. You can come to the front. It's all open.

"Most business travelers sometimes get annoyed when they check out and are asked 'did you take anything from the minibar?' And you may have extra charges because you used the Internet. But what we do is all-inclusive."

The hotel offers free WiFi and free minibars for all customers.

"The rooms are basically set with all necessities. When you check out, you pay exactly the amount of money that you booked the room for, with no additional charges."

Also, the hotel encourages its staff to make decisions rather than "following the handbook".

"If a customer complains that his dessert was not very nice last night, our staff can take it off the bill, and don't have to ask the supervisor," the general manager explains. "Instead of letting the customers wait, they can make decisions - of course, not major decisions - there and then."

The philosophy behind this is all about trust.

"Every grown-up is capable of making decisions, and most of the time, they make the right decisions."

zhangzhao@chinadaily.com.cn

(China Daily 01/04/2014 page13)