
Claire Chiang on eco-sensitive tourism in China
China Traveller
June 2009
Q: Average occupancy rates in China?
A: The occupancy rates range from 50% to 70% for newly opened hotels and ‘matured’ hotels that have been operating for 3 years.
Q: Local/foreign guest occupancy ratio?
A: The guest ratio at Banyan Tree Lijiang is 35% foreign guests in 2008.
Q: Occupancy % of outbound Chinese at Banyan Tree abroad?
A: For Country of Residences as Chinese passport holders, it was 8% in 2008.
Q: Definition of environmentally sensitive?
A: I see the ‘environment’ as being integrated, comprising culture & nature. We are culturally responsible – our resorts reflect a sense of place, we use resources from the area for construction as far as possible, we hire people from the region – and show respect for the local culture, thereby connecting us more closely with the locals. This is for us a longer term investment, as we are recognized for this, and in turn leads to creating a network of partners with similar values.
Right from the beginning, CSR has been ingrained in our operations and business values. “Embracing the Environment, Empowering the People” – this simple, effective phrase directs the CSR activities of Banyan Tree. The philosophy aims to drive the company’s triple bottom line (economy, society and environment) and helps generate the company’ sustainable development by assisting those around us. Since Jan 2008, all our resorts must track and report their energy and water consumption, as we aim to achieve a 10% reduction in each year for the next three years in energy consumption, water consumption and waste management.
Q: Is being environmentally sensitive good for business?
A: Banyan Tree’s guests have a myriad of choices for travel destinations. As a resort operator blessed with idyllic locations, if we were not able to protect and share the charm and beauty of such locations, guests would not invest the time, effort and money to visit our sites. For non-resort businesses, environmental considerations are also friendly to the bottom line. Conserving the resources consumed is not only friendly to the environment, but it also reduces recurring operational costs. Investment in an energy saving bulb that may cost twice as much as a comparable incandescent bulb but lasts 5 times longer or reduces energy consumption by 50% is not just the best environmental decision, it is also the most effective business decision.
Q: How would you define brand Banyan Tree?
A: As a niche premium brand, Banyan Tree is all about creating unforgettable, deeply personal and cherished memories. It is about the romance of travel and connecting people with a ’sense of place’ through the design and architecture of our resorts, that promotes the uniqueness of indigenous cultures of the place. Our philosophy is based on providing a place for rejuvenation of the body, mind and soul – what we have branded: a Sanctuary for the Senses. Guests can also embark on specially developed experiences to enjoy an authentic taste of the local lifestyle.
Q: To what extent are your branding activities in China creating a brand loyalty that outbound travelers insist on staying at Banyan Tree when abroad?
A: Having experienced our Banyan Tree resorts in China, guests always have a keen expectation to return or try another Banyan Tree property that they have not stayed with before. Same in China, as in the rest of the world, the Banyan Tree experience is conceptualized to be like a theatre setting: we create a magical atmosphere where dreams really can come true. We want to evoke emotional responses from our guests; when a Banyan Tree property provides unforgettable experiences, the guests then seek to repeat them elsewhere, and therefore we build our brand loyalty.
Q: Methods/tactics to generate better awareness?
A: Through an integrated approach using PR, marketing and sales channels, as well as strategic partnerships with leading travel companies, airlines and banks to leverage on the partners’ influence, reach and resources to generate awareness in China.
Q: Most creative or audacious tactic/ strategy/ campaign?
A: Recently we have launched the XTC (eXtraordinary Travel Consultant) awards to recognize our top performing agents and provide them with the opportunity to sample the Banyan Tree experience for themselves. Through this initiative, it will motivate our agents to further familiarize themselves with our products and in turn, be able to present them more confidently to customers.
Q: Any additional comments?
A: Today’s Chinese traveller is seeking rewarding travel experiences and cultural exploration, as opposed to previously when the interest was largely to accumulate as many travel destinations as possible (i.e. the mindset has evolved with more emphasis on the quality of the travel experience, rather than the quantity of places visited).
Ms. Claire Chiang is the Senior Vice President of Banyan Tree Holdings Ltd.




