爲吸引中國遊客西班牙也是拼了!
With 300,000 Chinese tourists expected to visit Spain this year and a million by the end of the decade, hotels are rushing to adapt in order to receive a "Chinese-friendly" stamp of approval.
今年預計有30萬中國遊客到西班牙旅遊，而到2020年中國遊客人數將達到100萬。鑑於此，西班牙的賓館酒店正在爭相調整服務策略，只爲獲得“中國友好”認證。
"It's paradoxical that Spain, the biggest tourist destination after France and the United States, is practically unknown in China," said Kurt Grötsch, chief executive of Chinese Friendly International, whose endorsement is recognised in all 28 EU member states. The World Tourism Organisation estimates that 100 million Chinese will leave their country on holiday this year.
“西班牙是繼法國、美國之後的第三大旅遊勝地，但是在中國卻鮮爲人知，這實在有些矛盾，”中國友好國際項目主席Kurt Grötsch說。該項目認證已獲得28個歐盟國家的認可。世界旅遊組織預計今年將有1億中國人出國度假。
Among the adjustments hoteliers need to make is to never give a Chinese visitor a room with the number four in it, nor one on the fourth floor. In Mandarin the number four sounds so similar to the word for death that Chinese go to great lengths to avoid saying it.
策略調整之一就是，酒店經營者不能將帶有數字4的房間安排給中國遊客，也不能將他們安排在位於4樓的房間。在漢語中，數字4與漢字“死”的讀音相似，因此中國人都儘量避免提及。
There should be no physical contact when greeting guests, and the hotel's visiting card should be presented with both hands. The restaurant menu and other hotel information should be offered in Mandarin, fruit should always be served in portions, never whole. Hot water should be served with meals, especially if the guests have ordered meat, and all rooms should have a kettle, even though guests often use them to cook noodles.
迎接中國客人時，應儘量避免肢體接觸，酒店名片應該雙手奉上。餐廳菜單、酒店信息將提供中文版本，水果應以小分量提供，而不是整隻擺放。正餐時應提供熱水，尤其是在客人點了肉食的時候。所有客房應備有水壺，儘管客人只是用其燒水煮泡麪。
Furthermore, waiters should remember to serve the eldest or the most highly educated person first. They should never point with the finger, only with the hand.
此外，服務員應記住以長者或是學識最高的人爲先。指向某人時絕對不能用手指，而要用手。
"Word of mouth counts for a lot in China," said Grötsch. "If a Chinese enjoys themselves somewhere, more will come. Often you can become Chinese-friendly without any great investment."
“在中國，口碑極其重要，”Grötsch說道。“如果一箇中國人在某個地方玩得很開心，就會有更多的中國遊客到來。無需多投資，你就能獲得中國友好的認可。”
He recommends that waiters learn a few basic phrases in Mandarin, such as asking diners whether they've enjoyed their meal.
他建議服務員學習一些簡單的中文，例如，詢問客人用餐是否愉快。
Currently, 14 hotels in Spain have been rated Chinese-friendly. "Being rated Chinese-friendly by a recognised association is a big help in dealing with Chinese companies and positioning ourselves in an emerging market," said Alex Rodríguez, marketing director of the Vincci hotel chain. The company's five-star hotel in Málaga has acquired the rating and the chain may soon seek approval for its three Barcelona hotels.
目前，西班牙有14家酒店獲得了“中國友好”的認證。維西酒店連鎖市場總監阿歷克斯·羅德里格茲說：“獲得中國友好認證，這在與中國公司處理業務，以及在新興市場佔領先機都將大有益處。”位於馬拉加的維西五星級酒店已獲得認證，下一步，位於巴塞羅那的3家酒店也將申請認證。
Grötsch admitted that the Chinese were not always the most popular guests, especially those travelling abroad for the first time. "They can be rude, people see them as arrogant, they talk loud and smoke like chimneys in non-smoking areas."
Grötsch承認中國人並非總那麼受人歡迎，尤其是那些第一次出國的遊客。“他們粗魯，甚至自大，總是大聲地喧譁，喜歡在禁菸區吞雲吐霧。”
One Barcelona hotel that has been approved as Chinese-friendly since 2013 no longer wants to be associated with this type of tourism as it drives away other visitors. Germans, in particular, are inclined to cancel their reservation if they know there will be Chinese in the hotel, a hotel spokesman claimed.
一家在2013年就獲得中國友好認證的酒店不想繼續跟這個項目合作了，因爲這個認證讓酒店喪失了其他的客源。一位酒店發言人表示，德國人尤其明顯，如果他們知道酒店裏會有中國人入住，他們就會取消預訂。
However, the Chinese government is anxious to create a good impression and has drawn up a blacklist of citizens who behave badly abroad. People found guilty of antisocial behaviour, vandalism, gambling or going to strip clubs will be placed on the list for two years and will face additional, unspecified punishments.
不過，中國政府也在積極爲提升中國人的國際印象做努力，他們出臺了不文明行爲黑名單。違反社會秩序、破壞公物、參與賭博、觀看脫衣舞表演的遊客將被記錄在黑名單2年，並且還會受到別的處罰。
