Coronavirus Pushes a Traditional Industry to Go Digital

Beijing - Kempinski Hotel Beijing Lufthansa Center innovates its food and beverage service to reach customers to combat the novel coronavirus restrictions. Updates to recent delivery services include a new delivery app addition to the restaurant's repertoire, alongside the advanced WeChat ordering options. The unveiled WeChat online menu allows customers to pre-order online and set up a pick-up time at the restaurants.

'Take-away and online ordering programmes are nothing new for most restaurants in Beijing, but for a five-star hotel that values service and guest experience, selecting partnering platforms involves a thorough understanding of their procedures. How guests experience their meals, whether they feel safe and whether the five-star hotel ensures its guaranteed quality are the most important factors we worry about,' said Li Bo, Deputy Managing Director of Kempinski Hotel Beijing Lufthansa Center.

The novel coronavirus pandemic of 2020 quickly brought the topics of public health and non-contact services into the public eye. Kempinski Hotel Beijing Lufthansa Center is located in the Chaoyang Diplomatic Embassy and the International School Business District, and, during this time, it quickly became the hotel's top priority to respond to the high demand from international embassy staff and the foreigners in Lufthansa Apartments and Diplomatic Apartments to continue our restaurant services. The hotel also sought a timely solution to the pandemic as the industry's operating income has been plummeting. This comprised solution is satisfying guests' dining needs through online channels while also satisfying corporate business needs.

Bilingual Ordering and Social Distancing

For the convenience of surrounding businesses, residences and embassies, a clear bilingual system created the newest WeChat ordering function. Guests can easily find Paulaner Bräuhaus's full Bavarian menu, Via Roma's authentic Italian handmade pizza and Kempi Deli's freshly baked goods among the menu's pictures and bilingual introductions. Just one click, pick a time and all the favourites will be well prepared at the restaurant for guests to come and pickup at the appointed time.

'Bilingual services are very important to Kempinski Hotel Beijing. We hope guests, both Chinese and foreign, can have a simple and easy-to-use platform to enjoy the services of the five-star hotel at such a time,' Hotel Managing Director Brice Péan explained. Continuing to describe the benefit to guests, he said, 'This system allows customers to take the food without having to wait after they arrive at the store, reducing contact and gatherings.'

Numerous Take-out Platforms and 100s of Five-star Food Delivery Services

During the pandemic, Kempinski Hotel Beijing opened several online take-out platforms, such as Eleme, Meituan and Baidu Delivery. For English speakers, Jinshisong, a popular delivery service app among expats, has been newly added to each restaurant. In response to the new methods of delivery, Kempinski's culinary team have continued to innovate to provide the best quality food which will withstand the delivery time, carefully selecting dishes best suited for long-distance delivery with improved packaging. For example, sausages and other dishes were wrapped in tinfoil to keep them warm, and Paulaner beer is sealed in glass bottles to keep it fresh.

During the special period, Kempinski Hotel Beijing implemented more stringent safety standards, including mandatory temperature checks for all kitchen and restaurant employees; a requirement to present public health certificates in public areas; air sanitisation in the dining area daily; strict ingredient regulations; and frequent disinfection of all equipment. Simultaneously, the restaurants' special take-out counter is enhanced with hand sanitiser and thermometers, and customers can take away a Paulaner beer or a Kempi Deli breakfast within an hour of the order being placed.

Paulaner Bräuhaus's operating hours have been adjusted to 12:00 to 21:00. Kempi Deli's operating hours have also been adjusted and are now from 8:00 to 20:00.

Call for order ahead of pick-up: +86 10 64104212 / 4217

WeChat Menu Link: https://h.xmnjdwx.com/template/?flat_id=2&hotel_id=209&id=841&tem=15

'This is a crisis for the catering industry and hotel industry. It is also an opportunity to change. Opening online platforms and take-away services is the first step. We hope that we can explore better online service models for a five-star hotel. For example, the Kempinski WeChat is currently the only resource to reach audiences to inform them of the ongoing promotions and platforms available. Nevertheless, our restaurants' take-away service has been successful. At the same time, we hope to explore how to reduce the number of plastic products to lessen the environmental impact caused by excessive packaging, as we have the opportunity to create sustainable development of this entire industry,' Brice Péan, the Hotel Managing Director, added.

About Kempinski

Created in 1897, Kempinski Hotels is Europe's oldest luxury hotel group. Kempinski's rich heritage of impeccable personal service and superb hospitality is complemented by the exclusivity and individuality of its properties. Today the Kempinski Group operates 82 hotels and residences in 34 countries and currently has more than 25 prestigious projects under development around the globe. Each five-star hotel reflects the strength and success of the Kempinski brand without losing sight of its heritage; each one imbues the quality guests have come to expect from Kempinski while embracing the cultural traditions of its location. The portfolio comprises historic landmark properties, award-winning urban lifestyle hotels, outstanding resorts and prestigious residences. Kempinski is a founding member of the Global Hotel Alliance (GHA), the world's largest alliance of independent hotel brands. www.kempinski.com www.ghadiscovery.com

Katherine Wang
Director of Marketing and Communications
Kempinski