Hilton highlights Xi’an team as Canopy introduces new identity

Hilton has highlighted the service approach at Canopy Xi’an Qujiang in China as the Canopy brand introduces a new identity across its international markets. The latest instalment of the company’s Behind the Stay series focuses on how hotel employees use their interests and local knowledge to connect guests with the city’s history and contemporary culture.

According to Hilton, the new identity is intended to reflect Canopy’s personality and its emphasis on introducing travellers to local culture. The Xi’an profile provides an operational example of that approach, describing how staff across guest-facing, culinary and engineering roles bring personal skills into their work.

Personal skills shape guest encounters

Hilton describes the hotel’s role as extending beyond recommendations for landmarks to helping visitors understand the people and traditions of Xi’an. Duty Manager Cheery characterises a visit as “embarking on a journey through time”, linking the Tang Dynasty with the present.

One example involved Chief Butler Lacey, who drew on her dance training when five women arrived wearing traditional attire. After offering to photograph the group, she noticed their uncertainty about posing and gave them guidance intended to make them more comfortable, according to the company.

Senior Sales Manager Amber’s contribution centred on music, through a collaboration with a DJ that combined electronic melodies and dance tracks with traditional Chinese opera. Hilton presented the collaboration as an example of the property’s efforts to connect historic art forms with contemporary tastes.

“We are constantly striving to create new and innovative fusions,” Amber said. She described the aim as encouraging travellers to return to Xi’an and discover more of the city.

Local recommendations and individual service

Front Office Manager Daisy recalled helping a young Australian couple during heavy snowfall shortly after Chinese New Year. With sightseeing disrupted, the team discussed their interests and suggested alternative places to visit.

According to Hilton’s account, the couple subsequently returned to Xi’an intending to settle there for the long term. Daisy viewed their decision as evidence that their encounters with the hotel and its staff had helped them envisage living in the city.

The company also highlighted Chef de Partie Star’s interest in creating culinary experiences and Duty Engineer Sam’s use of ideas from DIY videos to address problems for guests and colleagues. For operators, these examples illustrate the property’s stated practice of encouraging employees to apply interests beyond their formal responsibilities.

A service approach carried into the brand identity

General Manager Barbara said allowing employees to express their individuality makes service more personal and gives the property its character. She linked that approach to the hotel’s role in introducing visitors to both historic and modern Xi’an.

Hilton said the connection between staff, guests and local culture will also feature in Canopy’s evolving brand presentation. As the new identity is introduced, the company said guests will encounter further expressions of that approach in markets around the world.