So That They Come Back — Getting Down to Earth with EAST Beijing’s Summer Xiong​

COMMUNITY

So That They Come Back — Getting Down to Earth with EAST Beijing’s Summer Xiong​

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 “We always wanted to be different from other hotels: to reduce the distance between us and guests, and chat naturally.”

Summer Xiong


For one, Summer shares how before COVID, EAST Beijing was a go-to for the city’s international school teachers and their families, somewhere the kids could play while the parents got some badly needed rest. “Even after the pandemic, people still come for staycations because they’re either looking for a place to relax by a nice pool,“ she adds. “It’s also convenient because it’s connected to the mall, so they like that they don’t have to go very far.” ​



But beyond the existing conveniences of the hotel’s amenities and location, Summer has dedicated herself to the human factor: from casual staff uniforms to speaking with guests in a conversational tone, the lack of airs at EAST Beijing has helped set it apart from traditional hotels with more stratified relations. “With guests, there isn’t this sense of ‘you’re royalty and we’re servants,’ she says. “At the same time, our business guests appreciate our efficiency and how smooth the process is.”​


Summer recalls one visiting artist who declined the hotel options her management had chosen for her, instead choosing to stay at EAST.​
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Her reason? Despite the tangible sense of luxury offered at the other hotels, what she wanted most was time out of the spotlight — the lack of recognition she’d find in a more down-to-earth environment. “Everybody was staring,” Summer says, relating the artist’s story at another hotel. “Altogether, there were five staff with her in the elevator. She told them ‘I don’t need all this.’” ​

For her, building a place that constantly welcomes repeat guests over the years, from out-of-town travelers to long stays, doesn’t actually need all the red carpet and fanfare. Instead, it’s about creating an environment where guests, staff — and yes, even stars — can feel at ease in a place different from their day-to-day. ​
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Unsurprisingly, this authentic sense of community has won more than a few hearts, and thanks to Summer and her teams, it’ll be here to stay. ​