The quality of welcoming, information and services delivered for customers and visitors to tourist destinations is a major issue in terms of loyalty and reputation. This is even truer in the face of the difficulties encountered by the hotel, restaurant and tourism industry in 2021.
Getting to know and understand better the visitors to the destination, their needs and their expectations, allows everyone to always better treat them but above all to personalize the experiences to make them unforgettable!
A brief overview of the types of customers and visitors in order to be able to better understand them, differentiate them and adapt our offers, our services, our experiences to their expectations in relation to their mode of operation.
Do not hesitate to bring me your comments to enrich the country sheets! Discover their characteristics, how to better welcome them, the rhythm of the meals, gastronomy, digital development, shopping, management of waiting times, value for money, security and a few useful words in their language.
Content
In each section, click on the link to directly access to the complete sheet.
The French… tourists at home
They don’t like to be seen as tourists in their country !
The British… connoisseurs and relax
They seek authenticity and a local atmosphere !
The Americans… enthusiastic and demanding
Very direct and easy contact, they easily use the first name !
The Spanish… aficionados and warm
Do not hesitate to warn them about the time slots !
The Italians… exuberant and spontaneous
They are not always comfortable with English – A welcome in Italian is highly appreciated !
The Belgians… regulars and friendly
Ensuring the languages spoken by your interlocutor is particularly important !
The Germans… autonomous and precise
They appreciate the efficiency of the staff and the precision of the responses provided to them !
The Chinese… serial shoppers and connected
They encounter significant language difficulties during their stay and therefore need precise information !
The Dutch… curious and pragmatic
They particularly appreciate a welcome and information in their language !
The Australians… adventurous and casual
Looking for a unique experience, sometimes as part of a longer stay in Europe !
The Swiss… attentive and discreet
They are particularly attached to punctuality, organization and discretion !
The Canadians… explorers and organized
Ensuring the language spoken by your interlocutor is therefore particularly important !
The Brazilians… dreamers and enthusiasts
They are particularly sensitive to smile and warmth in the welcome !
The South Koreans… sensitive and ultra-connected
They don’t want to be confused with either the Chinese or the Japanese !
The Japaneses… delicate and discreet
They never complain right away, but do so when they return !
The Russians… traditional and passionate
They appreciate the firm and assured side of the answers to their questions, and the advice given without hesitation !
The Mexicans… insatiable and enchanted
They want to see everything, do everything and experience a stay in France full of emotions !
The Indians… novices and worried
Many languages are spoken in India: make sure of those spoken by your interlocutor !
French clientele // tourists at home !
“They don’t like to be seen as tourists in their country”
TO WELCOME THEM BETTER
• Offer services that go off the beaten track
• Offer services that allow them to be independent
• Pay attention to details for a tourist clientele little impacted by the effect of change of scenery
• Allow them to express themselves
PACE OF MEALS
• Breakfast: 7 am-9am
• Lunch: 12 p.m. to 2 p.m.
• Dinner: from 7:30 p.m. to 8 p.m.
GASTRONOMY
• Don’t come for the food
• Assimilate gastronomy to a few large luxury restaurants
• Favor the atmosphere, proximity to their places of visit or accommodation
DIGITAL DEVELOPMENT
• Use the Internet to plan their stay and enjoy reading recommendations from Internet users
• Consult geolocation applications on site on their smartphone or Tablet
• Post positive comments less often than negative, on websites of sharing of opinions
SHOPPING
• See shopping as a mandatory step
• Enjoy window shopping and enjoy sensory experiences in luxury stores especially
• Usually limit their purchases to souvenirs of their visiting destination and rather inexpensive
WAITING MANAGEMENT
• Easily turn away from the most touristic places when the wait is too long
• Appreciate booking time stamped tickets online
• Want to be informed in real time of the waiting time
• Look for places to sit
• Expect more automatic checkouts
VALUE FOR MONEY
• Pay more attention to their spending than foreign tourists
• Are particularly sensitive to the quality / price ratio
• Consider all activities to be expensive, especially in large cities and Paris compared to the rest of France
• Some perceive as abusive prices
• Looking for good deals
SECURITY
• Are vigilant, especially in public transport and heavily frequented places
• Said they are reassured by the presence of security forces and controls at the entrance to tourist sites
What sets them apart from other nationalities // Attend shows and concerts
British clientele // connoisseurs and relaxed !
“They seek authenticity and a local atmosphere”
TO WELCOME THEM BETTER
• Do not hesitate to introduce yourself by your first name
• Pay special attention to smile and kindness
• Offer personalized advice based on their situation
• Offer a fun dimension, especially in the cultural offer
PACE OF MEALS
• Breakfast: 7:30 a.m. to 8:30 a.m.
• Lunch: 12 p.m. to 1 p.m.
• Dinner: 6 p.m. to 7 p.m.
GASTRONOMY
• Particularly appreciate this aspect of their stay
• Look for authentic and typical places
• Pay attention to the decor and the view offered
• Await explanations and advice on dishes, wines and their pairings
• Say they are interested in tastings or even cooking classes
DIGITAL DEVELOPMENT
• Technophiles, they travel with smartphone and tablet
• On site they mainly use geolocation
• Leave reviews on dedicated sites
SHOPPING
• Have little interest in shopping in Paris
• Make purchases related to gastronomy: champagne, alcohol, cheese, chocolate
• Often book their purchases for duty free shops at airports
WAITING MANAGEMENT
• Often anticipate the wait and are not surprised
• Expect good organization and good management
• Would like information on the wait time
• Would like to receive informative brochures
VALUE FOR MONEY
• Estimate that costs in Paris and major cities are comparable to other major European capitals
• Criticize the prices in very touristy areas, in particular those of restaurants
• Families are more often forced to make compromises in order to control their budget
SECURITY
• Don’t feel particularly insecure
• Reassured by the visible presence of the security forces
What sets them apart from other nationalities // Fewer sites visited, except Disneyland® Paris
American clientele // enthusiastic and demanding !
“Very direct and easy contact, they easily use the first name”
TO WELCOME THEM BETTER
• Pay particular attention to tourist reviews, especially on the internet
• Offer rather “high-end” services
• Offer full service
• Pay close attention to the quality of the welcome, the enthusiasm and the smile
• Take into account their specific needs at all stages of the stay
PACE OF MEALS
• Breakfast: 7 am-8am
• Lunch: 12 p.m. to 1 p.m.
• Dinner: from 6 p.m.
GASTRONOMY
• Cafes and brasseries are part of the visit, especially for the atmosphere and decor
• Are sensitive to smoke from smoking areas
• Prefer a gourmet meal rather in the evening and have lunch close to their daily activities
• Easily opt for food trucks and take-out
• Appreciate cheeses and wines, and wish to taste gastronomic specialties
• Say they are interested in tasting courses, especially wine
DIGITAL DEVELOPMENT
• Technophiles, they travel with smartphone and tablet
• Enjoy free Wi-Fi
• Mainly use geolocation and information applications
• Active on social networks, they easily share their travel impressions
SHOPPING
• In the department stores and luxury boutiques, see places of visit steeped in French culture
• Appreciate the architecture and decoration of stores
• Buy a variety of products, from souvenirs to luxury goods
• Preferably looking to bring back something typical that they would not find at home
WAITING MANAGEMENT
• Have prepared for the wait that is part of a stay at a tourist site
• Appreciate the efforts made to improve comfort while waiting: shelters, water points, benches
• Like to be informed: waiting times, various brochures
VALUE FOR MONEY
• Want to have fun and not be limited
• Overall, say they are satisfied with the quality / price ratio
SECURITY
• Appreciate the visible presence of the security forces
• Like to be informed of the measures put in place to ensure safety
What sets them apart from other nationalities // Market visits, flea markets; Discovery of gastronomy; Shopping
Spanish clientele // Aficionados and warm !
“Do not hesitate to warn them about the time slots – 30% of them travel with their family”
TO WELCOME THEM BETTER
• Be specific about the opening hours
• Offer a generous and personalized welcome
• Pay special attention to their children if they are traveling as a family
• Provide information in Spanish as they do not always speak English well
PACE OF MEALS
• Breakfast: 7 am-9am
• Lunch: 2 p.m.-4 p.m.
• Dinner: 9 p.m. to 11 p.m.
GASTRONOMY
• Seek to (re) discover the classics of French cuisine
• Appreciate regional cuisines
• Are interested in activities around the discovery of gastronomy or oenology
DIGITAL DEVELOPMENT
• Make a lot of use of the various digital tools available
• Are reassured by the comments they can find on various forums or online review sites
• Want the development of digital content making visits simpler and more fun
• Like to use mobile applications to be guided
SHOPPING
• Consider Paris as the shopping capital
• Often limit their purchases to souvenirs at affordable price
• Love to visit shopping districts and department stores
WAITING MANAGEMENT
• Want to be able to buy their tickets in advance on the Internet and are interested in their dematerialization
• Particularly appreciate the entertainment offered in the queues
• Perceive the wait as inevitable
• Would like to be informed of the waiting time
VALUE FOR MONEY
• Are more price sensitive than other nationalities
• Often traveling with the family, the expenses quickly seem more important to them
SECURITY
• Do not feel particularly insecure
• The strong police and military presences are understood but are experienced as anxiety-inducing
What sets them apart from other nationalities // Amusement park visits
Italian clientele // Exuberant and spontaneous !
“They are not always comfortable with English – A welcome in Italian is highly appreciated”
TO WELCOME THEM BETTER
• Be warm and spontaneous
• Be specific about the information, especially the opening hours of the places to visit
• Offer evening or nighttime entertainment
• Offer personalized services and advice, targeted suggestions
• Have documentation in Italian
PACE OF MEALS
• Breakfast: 7:30 a.m. to 8:30 a.m.
• Lunch: 12 p.m. to 2 p.m.
• Dinner: 7:30 p.m. to 9 p.m.
GASTRONOMY
• Have a strong gastronomic culture and are wary of certain restaurants which they see as “tourist traps”
• Looking for traditional French cuisine
• Appreciate the translation of menus into Italian
• Say they are interested in activities around the discovery of gastronomy and oenology
DIGITAL DEVELOPMENT
• Organize their stays on the Internet and search for the best deals
• Use their smartphone during their stay
• Are looking for mobile applications to help visitors
• Easily share their impressions on social media
• See digital developments as a means of accessing information in Italian
SHOPPING
• Shopping is not a priority of their stay
• Make purchases ranging from souvenirs to luxury goods
• Find high prices, for all French brands
WAITING MANAGEMENT
• Used to “cultural destinations” they are not surprised by the wait
• Appreciate the professionalism and cordiality of the staff
• Await the provision of information (mobile applications, brochures, etc.)
• Are looking for entertainment, especially when traveling with their children
VALUE FOR MONEY
• Are sensitive to the price / quality ratio. They find the destination Paris-Île-de-France expensive
• Appreciate tips and advice
SECURITY
• Live a feeling of insecurity linked to the size of the city and the climate inherited from the attacks
• Reassured by the police and military presence
What sets them apart from other nationalities // Night life
Belgian clientele // Regulars and friendly !
“In Belgium, there are three official languages: French, Dutch and German. Ensuring the languages spoken by your interlocutor is particularly important”
TO WELCOME THEM BETTER
• Offer a particularly warm welcome; hospitality is very important to Belgians
• Remember to provide information in several languages (there are three official languages in Belgium)
• Offer visitor experiences that go off the beaten track; they often know France very well
• Be friendly, smiling, courteous and genuine
PACE OF MEALS
• Breakfast: 8 a.m.
• Lunch: 12 p.m. to 1 p.m.
• Dinner: 6 p.m.
GASTRONOMY
• Turn to French gastronomy in the evening
• Like to rediscover the tastes they enjoyed on previous stays
• Show interest in activities around the discovery of gastronomy
DIGITAL DEVELOPMENT
• Wish to be able to buy entrance tickets and transport tickets on the Internet in advance.
• Would like to have applications that allow them to better orient themselves (maps, etc.)
SHOPPING
• Are price sensitive, mostly window shopping in department stores
• Buy mainly souvenirs (delicatessen, gadgets and products from museum shops)
• Have a good image of French brands, but consider them rather expensive
WAITING MANAGEMENT
• Can avoid a site or a visit if the wait is considered too long
• Would like a more comfortable and playful wait
• Expect to be informed in queues (waiting time)
VALUE FOR MONEY
• Favor budget accommodation
• Note the free admission measures in the cultural sector (under 26 years of the European Union, Sunday …)
SECURITY
• See Paris like other European capitals in terms of security
• Post-attack measures seem necessary to them
What sets them apart from other nationalities // Amusement park visits
German clientele // Autonomous and precise !
“They appreciate the efficiency of the staff and the precision of the responses provided to them”
TO WELCOME THEM BETTER
• Offer services that allow them to be independent during their stay / visit
• Have an efficient, fast and fluid service
• Ensure cleanliness and comfort and pay special attention to the atmosphere
• Reassure them about practical issues (prices, itineraries, etc.)
• Pay attention to the reliability of the written information made available
PACE OF MEALS
• Breakfast: 8:30 am-10am
• Lunch: 12:30 p.m.
• Dinner: 7 p.m.
GASTRONOMY
• Wish to (re) discover the classics of French gastronomy
• Promote gastronomic culture as a French specificity
• Show interest in discovery activities around French gastronomy
DIGITAL DEVELOPMENT
• Are looking for mobile apps with informative content
• Request free Wi-Fi spots
• Appreciate being able to buy their tickets online, or even dematerialized tickets
• Are interested in payment by smartphone
SHOPPING
• Shopping is not part of their stay objectives
• Frequent all types of shops: from souvenirs to major brands
• Appreciate being able to enter stores without buying
WAITING MANAGEMENT
• Expect an improvement in comfort in the queues (shelters, bins, toilets, benches, water points, etc.)
• Require more informative content in the queues (screens, brochures, etc.)
• Wish to be informed in advance of the waiting time and conditions
VALUE FOR MONEY
• Sensitive to the value for money, especially when traveling with family
• Expect more attractive prices, or even low-cost tickets with limited duration
SECURITY
• Reassured by the presence of security forces and their visibility
• Appreciate the numerous controls at the entrance to tourist sites
What sets them apart from other nationalities // Night life
Chinese clientele // Serial shoppers and connected !
“They encounter significant language difficulties during their stay and therefore need precise information”
TO WELCOME THEM BETTER
• Pay close attention to the quality of the welcome
• Quickly offer solutions to any difficulties or problems encountered
• Provide hot water throughout the day
• Illustrate your documents and digital tools with images and photos
• Reassure them with a welcome in Chinese or translations
• Emphasize the official nature of the information you provide
PACE OF MEALS
• Breakfast: 7 am-8am
• Lunch: 12 p.m. to 1 p.m.
• Dinner: 6.30 p.m.-8 p.m.
GASTRONOMY
• Are looking for typical and / or well-known places
• Appreciate particularly wines and spirits
• Like the idea of tasting and sharing dishes
DIGITAL DEVELOPMENT
• Very heavily equipped (smartphone, tablet and camera)
• Look for internet user reviews, tips, translation tools and geolocation
• Very active on social networks, they share their experiences in real time
• Appreciate all developments on social networks, as sources of additional information
• Deem Wi-Fi essential
SHOPPING
• Consider shopping a must-have during a stay in France
• Particularly appreciate luxury brands, but also middle luxury brands
• Looking for good deals, at the airport or in luxury stores
• Like the certainty of having an authentic model and of the current collection
WAITING MANAGEMENT
• Would appreciate more comfort in the queues (shelters, seating areas, etc.)
• Wait for real-time information
• Would like there to be more entertainment in the queues (Internet connection, distribution of brochures, shows …)
• Look for pre-booking possibilities on the Internet
VALUE FOR MONEY
• High-end and demanding customers
• Everything is much more expensive than in China in absolute terms
• Appreciate the quality / price ratio of tourist services
SECURITY
• Particularly fear pickpockets
• Need to be reassured about security issues
• Appreciate the visible presence of the security forces
What sets them apart from other nationalities // Guided tours of neighborhoods – markets, flea markets and river cruises
Dutch clientele // Curious and pragmatic !
“They particularly appreciate a welcome and information in their language”
TO WELCOME THEM BETTER
• Be courteous, direct, efficient and prompt
• Give them unusual information and addresses outside the tourist circuits
• Offer parking facilities
• Give them enough information so that they can stay on their own
• Master English at all stages of their journey
• Offer them information in Dutch, even if they speak English most of the time
PACE OF MEALS
• Breakfast: 8 a.m.
• Lunch: 12 p.m. to 1 p.m.
• Dinner: 6 p.m.
GASTRONOMY
• Strongly appreciate the classics of French gastronomy
• Go to Michelin-starred gourmet restaurants more than other nationalities
• Say they are very interested in activities related to gastronomic discovery
DIGITAL DEVELOPMENT
• Use their smartphones during their stay
• Check for Wi-Fi
• Appreciate the digital developments to be used in cities or on visit sites (directions, information, etc.)
SHOPPING
• Appreciate the big French and middle luxury brands
• Strongly diversify their purchases
WAITING MANAGEMENT
• Appreciate being told the estimated wait time
• Would like an improvement in comfort in the lines (water, umbrellas, shelters, benches, etc.)
• Express an interest in entertainment, especially for children
• Looking for time stamped tickets
VALUE FOR MONEY
• Pay particular attention to the quality / price ratio which may dictate some of their choices
• Good customers, they are willing to spend, if the offer is at the right price
SECURITY
• Overall say they feel safe
• The police and military presence increased their sense of security
What sets them apart from other nationalities // Amusement park visits
Australian clientele // Adventurers and casual !
“Looking for a unique experience, sometimes as part of a longer stay in Europe”
TO WELCOME THEM BETTER
• Be relaxed and professional at the same time
• Offer services that go beyond traditional tourist trips
• Start the conversation
• Be courteous and warm
• Give them the floor and allow them to express their appreciation
PACE OF MEALS
• Breakfast: 7:30 a.m. to 8 a.m.
• Lunch: 12:30 p.m. to 1 p.m.
• Dinner: 7 p.m.-7:30 p.m.
GASTRONOMY
• Like to find a French atmosphere of bistros and cafes
• Await information on products and dishes
• Are less curious than other nationalities to discover French gastronomy
DIGITAL DEVELOPMENT
• Are less tech savvy on the spot because their journey is often prepared in advance
• Appreciate the possibility of creating their tailor-made program or visit
• Are looking for the possibility of booking in advance
SHOPPING
• Have an image of a destination of luxury and refinement
• The products are expensive, but meet their expectations
WAITING MANAGEMENT
• Often use skip-the-line tickets
• Appreciate good management and animation of the wait
• Like to be informed while waiting
VALUE FOR MONEY
• Consider the destination expensive, but in line with their expectations
• Appreciate the quality of the destination and therefore its value for money
• Identify mid-range offers that they particularly appreciate
SECURITY
• Paris is a big city with security problems such as London and Sydney
• Aware of the presence of pickpockets in tourist sectors
What sets them apart from other nationalities // Attend cabaret shows – Guided tours of neighborhoods – markets, flea markets
Swiss clientele // Attentive and discreet !
“ They are particularly attached to punctuality, organization and discretion”
TO WELCOME THEM BETTER
• Allow them to be autonomous by giving priority to practical information
• Offer translations in German, in addition to English
• Pay particular attention to cleanliness and details, especially in the decoration and atmosphere of the premises (displays, flowers, etc.)
• Provide information on current events (temporary exhibitions, shows, festivals, etc.)
PACE OF MEALS
• Breakfast: 7 a.m.
• Lunch: 12 p.m. to 1 p.m.
• Dinner: 6 pm-7pm
GASTRONOMY
• Give importance to the quality / price ratio of the catering
• Wish to be advised in the choice of dishes and wines
DIGITAL DEVELOPMENT
• Are not very consumers of digital development in situ and prefer contact with professionals
• Appreciate having Internet access, especially in their hotel
• Show a slight interest in mobile applications or digital support tools visit
SHOPPING
• Shopping is not one of the reasons for going to France
• Having strong basic purchasing power, they are not looking for good deals
WAITING MANAGEMENT
• Buy in advance, when possible, online and skip-the-line tickets
• Appreciate the operations to extend the opening hours
• Want the wait to be organized and smooth
VALUE FOR MONEY
• Have strong core purchasing power
• Are willing to pay highly personalized and individualized service
SECURITY
• Are vigilant, particularly in public transport and highly frequented locations
• Said they are reassured by the presence of security forces and controls at the entrance to tourist sites
What sets them apart from other nationalities // Attend shows, concerts – attend cultural events, exhibitions
Canadian clientele // Explorers and organizeds !
“ Not all Canadians speak French : ensuring the language spoken by your interlocutor is therefore particularly important”
TO WELCOME THEM BETTER
• Don’t be too formal; spontaneous and direct, Canadians are easy to learn
• Allow them to be independent by providing them with as much information as possible
• Offer them services that go off the beaten track
• Strengthen your visit experiences by offering formulas that are both fun and enriching
•Communicate about your tips and addresses, in a spirit of personalized advice
PACE OF MEALS
• Breakfast: 7 am-7.30am
• Lunch: 12 p.m.
• Dinner: 5.30 p.m.-6 p.m.
GASTRONOMY
• Want to discover French gastronomy
• Wait for a refined dining experience
• Await information on products and dishes
DIGITAL DEVELOPMENT
• Want to be able to download maps or plans
• Use the Internet before their trip and during their trip to book
• Internet is a way to share experiences and get good deals
SHOPPING
• Have of France, especially Paris, an image of refinement, quality and luxury
• Are willing to pay for “the only one”
WAITING MANAGEMENT
• Very often use skip-the-line tickets
• Want a stronger development of online booking and time-stamped tickets
• Expect comfort while waiting (entertainment, information, sale of drinks, etc.)
VALUE FOR MONEY
• Particularly appreciate the prices of public transport
• Believe that the price points are equivalent to major European or North American cities
SECURITY
• See France as a tourist destination like any other in terms of safety
• Aware of the presence of pickpockets in tourist areas
What sets them apart from other nationalities // Discovery of gastronomy – markets, flea markets – river cruises
Brazilian clientele // Dreamers and enthusiasts !
“ They are particularly sensitive to smile and warmth in the welcome”
TO WELCOME THEM BETTER
• Offer “top-of-the-range” services
• Be open to exchanges, warm, friendly, smiling and friendly
• Master at least English, if possible Portuguese
• Offer “confidential visits”, exchanges of good addresses, good ideas off the beaten track
PACE OF MEALS
• Breakfast: 7:30 a.m. to 8 a.m.
• Lunch: 1 p.m.
• Dinner: from 9 p.m.
GASTRONOMY
• Looking for traditional gastronomy, the classics of French gastronomy
• Interested in tasting suggestions, or even cooking classes
• Appreciate being able to choose their table in restaurants, as in Brazil
DIGITAL DEVELOPMENT
• Very highly equipped, they use smartphone and tablet to plan their day
• Consider basic digital developments
• Expect to find Wi-Fi everywhere
• Share their experiences live on social media and leave comments on review sites
SHOPPING
• See shopping as a must-do activity
• Focus on luxury and middle luxury brands
• Buy lots of souvenirs (objects, trinkets and gourmet products)
WAITING MANAGEMENT
• Ready to wait to visit the must-sees of the destination
• Would like to be informed of the waiting time in real time
• Looking for more comfort in waiting areas (shelters, seating areas, Wi-Fi connection)
VALUE FOR MONEY
• Find the prices justified in relation to the provision and offer of services provided
• More luxury services than other nationalities…
SECURITY
• Have the right reflexes not to attract pickpockets
• Share a general feeling of security
What sets them apart from other nationalities // Discovery of gastronomy – night outings – markets, flea markets
South Korean clientele // Sensitive and ultra-connected !
“ They don’t want to be confused with either the Chinese or the Japanese”
TO WELCOME THEM BETTER
• Offer a very high level of service quality
• Show kindness and respect when welcoming
• Master a Korean welcome note, which they appreciate very much; very often they speak english
• Pay particular attention to the level of cleanliness and comfort
• Offer free Wi-Fi
• Don’t confuse them with other Asian tourists
PACE OF MEALS
• Breakfast: 7 am-8am
• Lunch: 12 p.m. to 1 p.m.
• Dinner: 7 p.m. to 8 p.m.
GASTRONOMY
• Want to discover French gastronomy
• Await menus and explanations in Korean
• See French gastronomy as a guarantee of refinement and quality
DIGITAL DEVELOPMENT
• Search for digital media in Korean
• Frequent South Korean sites, especially traveler forums focused on sharing experiences
• Like to share their experiences in real time on social networks
• Would like to find more possibilities for booking or purchasing tickets online
SHOPPING
• Are less attracted to shopping and luxury brands than other nationalities
• Accustomed to a very high level of service quality in this sector
WAITING MANAGEMENT
• Accustomed to a very high level of service quality in this sector
• May be disturbed by the behavior of other people who are waiting (noise, heckling …)
• Expect better management of the wait (announcement of time, stricter organization of queues)
• Want comfort to be enhanced in waiting areas
VALUE FOR MONEY
• Overall have a strong purchasing power
• Appreciate the value for money, especially compared to other destinations they visit
• Hospitality services are where expectations are strongest
SECURITY
• Feel some insecurity due to the presence of pickpockets and homeless people
• Are surprised by the cultural diversity
• Dirt reinforces their feeling of insecurity
• Request a guide to good practices on the issue of security
What sets them apart from other nationalities // Night outings – guided tours of neighborhoods – river cruises
Japanese clientele // Delicate and discreet !
“ They never complain right away, but do so when they return”
TO WELCOME THEM BETTER
• Offer a “top-of-the-range” welcome; the Japanese find it successful when it is close to hospitality standards in Japan
• Be orderly, exact and precise in your advice
• Reassure them; the context is often unknown and unsettling for them
• The “bend down” are a real mark of politeness
• Pay particular attention to cleanliness issues
• Provide information in Japanese to reassure them
• Be attentive, they rarely express directly their non-understanding or their dissatisfaction
PACE OF MEALS
• Breakfast: 6 am-9am
• Lunch: 12 p.m. to 1 p.m.
• Dinner: from 7 p.m.
GASTRONOMY
• Appreciate French gastronomy and gladly taste
• Are looking for a pleasant setting, especially restaurants with a view
• Appreciate French spirits
• Say they are interested in tasting courses
DIGITAL DEVELOPMENT
• Technophiles, they travel equipped (smartphone, tablet, digital camera)
• Looking for free Wi-Fi
• Organize their trip on the Internet
• On site, they use GPS, transport maps and translation apps
• Share their stay on social networks, often in real time
SHOPPING
• Shopping is one of the reasons for their coming, even if this is not the first
• Are looking for brands that are absent or difficult to find in Japan (luxury products, in particular accessories, middle luxury cosmetics, etc.)
• Appreciate souvenirs in dedicated shops or museums and monuments, as well as cultural products (books, musical scores, etc.)
• Love French pastries
WAITING MANAGEMENT
• Quite critical, some give up in the face of queues perceived as endless
• Would like information in Japanese on wait and visit time
• Would like to find more comfort in the queues
• Would appreciate a stronger organization of waiting times (dedicated queues, automatic terminals, Internet reservations, etc.)
VALUE FOR MONEY
• Consider the destination France as expensive
• Compare Paris to other European cities which appear to be cheaper
• The service offers do not always meet all their expectations
SECURITY
• Are divided on the feeling of security in Paris
• Are aware of the presence of pickpockets
• Find the police presence both reassuring and sometimes oppressive
What sets them apart from other nationalities // Discovery of gastronomy
Russian clientele // Traditional and passionate !
“ They appreciate the firm and assured side of the answers to their questions, and the advice given without hesitation”
TO WELCOME THEM BETTER
• Reassure them with a few welcome words in Russian and translations
• Pay particular attention to the quality of service
• Show your attention to them
• Offer “top-of-the-range” services to well-off Russian tourists who are particularly demanding
• Show your heritage, especially historical, they admire French culture
PACE OF MEALS
• Breakfast: 7 am-9am
• Lunch: 1 p.m. to 3 p.m.
• Dinner: 7 p.m.-9 p.m.
GASTRONOMY
• Gastronomy is experienced as an experience in its own right in the discovery of French culture
• Wealthier reserve tables in internationally acclaimed restaurants
• The translation of menus into Russian is a real plus
• Seek to taste traditional French cuisine, especially wines (appreciate tasting workshops) and cheeses
DIGITAL DEVELOPMENT
• Use the Internet to prepare their stay and choose the places to visit
• Easily book online (restaurants, site tickets, excursions, etc.)
• Would appreciate being able to ask questions online
• Travel equipped with smartphone, tablet and notebook
• Looking for free Wi-Fi
SHOPPING
• Shopping is not the primary goal of the stay but remains a must
• Associate shopping with fashion and perfume, part of the souvenirs brought back from France
• Visit Department Stores and major brand stores as attractions
WAITING MANAGEMENT
• Anticipate the wait which does not surprise them
• Would like to see online booking become more widespread
• Would like more comfort in the queues (especially shelters)
• Seek to occupy and animate their waiting (Wi-Fi, screens, animations)
VALUE FOR MONEY
• Deem the quality / price ratio to be suitable, especially compared to the other destinations they use
• Appreciate the good quality of products and services
SECURITY
• Are reassured by the presence of security forces
• Would appreciate more information on the measures put in place to ensure safety
What sets them apart from other nationalities // Visits to parks / gardens – shopping
Mexican clientele // Insatiable and enchanted !
“ They want to see everything, do everything and experience a stay in France full of emotions”
TO WELCOME THEM BETTER
• Provide information in Spanish
• Personalize your advice; take into account their length of stay, their number, their budget
• Be welcoming and warm
• Offer them solutions to manage their stay and visit times,…
PACE OF MEALS
• Breakfast: 8 am-11am
• Lunch: 2 p.m.-4 p.m.
• Dinner: 9 p.m. to 11 p.m.
GASTRONOMY
• Come discover the classics of French gastronomy
• Experiences vary: from traditional breweries to gourmet restaurants
• Say they are very interested in activities related to the discovery of gastronomy
DIGITAL DEVELOPMENT
• Very connected and multi-equipped, they are heavy users of their equipment
• Seek real-time information to optimize their stay
• Wait for information in Spanish, to be reassured
SHOPPING
• Shopping is not a goal of their trip, but they do enjoy the touristy areas related to shopping
• Make a wide variety of purchases: from souvenirs to luxury goods
• Make “favorite” purchases more easily than other nationalities
WAITING MANAGEMENT
• Are little bothered by waiting, because they anticipate these situations
• Appreciate having information in the queues
• Look for ways to occupy the wait (Wi-Fi, animations in Spanish, information, etc.)
• Are more concerned about the fluidity of their stay than other nationalities
VALUE FOR MONEY
• Strongly upper class, they most often a high purchasing power
• Appreciate the quality / price ratio of accommodation and catering
• Want to streamline their spending, as part of a stay strong emotional issues
SECURITY
• Don’t feel particularly insecure
• Reassured by police and military presences near tourist sites
• Surprised by the visibility of a certain poverty and by the solicitations in the street (begging, petitioners, …)
What sets them apart from other nationalities // Night outings – discovery of gastronomy – guided tours of neighborhoods
Indian clientele // Novices and worried !
“ Many languages are spoken in India: make sure of those spoken by your interlocutor”
TO WELCOME THEM BETTER
• Offer a “top-of-the-range” service
• Give personalized advice and try to take into account their cultural differences as much as possible
• Support them through to their requests
PACE OF MEALS
• Breakfast: 7:30 a.m. to 8:30 a.m.
• Lunch: 12 p.m. to 1 p.m.
• Dinner: 6 pm-7pm
GASTRONOMY
• Looking for vegetarian dishes, even Indian cuisine
• Appreciate the translation of menus into English
DIGITAL DEVELOPMENT
• Use a lot of their digital equipment, well mastered
• Seek to use technological support during their stay, including to remove the language barrier
• Would appreciate more tour support using mobile apps
• Feel hampered by the lack of Wi-Fi
SHOPPING
• Expect a “high-end” service
• Find the average product quality / price ratio
WAITING MANAGEMENT
• Much less patient than other nationalities, they are more demanding when it comes to managing waiting times
• Their tolerance for waiting increases depending on the popularity of the place visited
• Appreciate particularly to be informed of the estimated waiting time
• Seek to occupy their waiting: video screens, interactive terminals, animations
VALUE FOR MONEY
• Find the destination quite expensive
• Are awaiting a high level of service, commensurate with the price
SECURITY
• Reassured by the police presence around tourist sites
• Have a strong apprehension of pickpockets
What sets them apart from other nationalities // River cruises – visits to parks / gardens guided tours of neighborhoods
