The hotel industry is an important part of China's economy. Since 2012, as macroeconomic growth began to slow and competition grew fiercer, hotel occupancy rate has been declining.

As a result, the country requires a new program to provide better help and support. The hotel industry, as a whole, must focus on improving customer satisfaction, as well as avoiding potential risks, including environmental, social and economic.

With these points in mind, SGS successfully held the Hospitality Experience and Food Safety Forum in Sanya, China on May 18, 2018. More than 70 managers from major hotels, including Atlantis, Banyan Tree, Ritz-Carlton and IHG, gathered to discuss the opportunities and challenges of the hotel industry in the digital age, and ensure that hotels do their best to achieve the highest level of customer satisfaction.

In-depth discussions

Hotel representatives and SGS experts conducted in-depth discussions on risk management, avoiding bad customer reviews, improving marketing, collecting and analyzing user experience efficiently, and comparing hotel performance in the industry with online databases.

SGS Global Product Manager for Travel and Hospitality for Asia and the Pacific, John Reily D. Baluyot, and SGS Certification Service Product Manager, Sunny Ouyang, shared global hotel experience and good practice insights and introduced the SGS Hospitality Experience (HX) solution with hotel representatives.

Participants at the SGS Hospitality Experience & Food Safety Forum in Sanya, China
John Reily D. Baluyot and Sunny Ouyang presenting the
SGS Hospitality Experience (HX) solutions.


SGS HX is a comprehensive property management audit solution for the hospitality industry, aimed at improving brand reputation and customer experience. This comprehensive program consists of four separate modules, each focusing on a specific area of concern, including risk, sustainability, corporate social responsibility and quality of service experience:

  • Risk: food safety, water safety, building safety, security, cybersecurity and business continuity
  • Sustainability: environment, waste management and energy savings
  • Corporate social responsibility: employee welfare, community involvement and respect for diversity
  • Quality of service experience: conducted as ordinary guest visits, or mystery inspections, without your property's knowledge

In addition, SGS HX also establishes a customer complaint prevention system, and includes the use of an online database for industry index benchmarking and other optional service modules.

Providing the world's most comprehensive tourism and hotel industry standards, the HX program offers three levels of performance assessment: Platinum, Gold and Silver. It has been recognized by a number of hotels around the world.

SGS can provide integrated solutions for hotels with different methodologies, such as benchmarking management, training services and technical services.

For further information about SGS HX, please contact:

Peter Hvidberg
SGS Global Head, Travel & Hospitality
t: +41 22 739 94 76

About SGS

SGS is the world’s leading inspection, verification, testing and certification company. SGS is recognized as the global benchmark for quality and integrity. With more than 95,000 employees, SGS operates a network of over 2,400 offices and laboratories around the world.