How can we attract more guests to Luxury Hotels & Resorts worldwide? The hospitality industry generally accepts hotel star ratings designated by critically-minded organizations. But there are no set standards for “luxury hotels,” and both four-star and five star hotels generally describe themselves as “luxury. Expedia Travel describes a five star hotel as “characterized by luxury appointments, superlative service, and the highest standards of comfort. Five-star hotels offer originality in architecture and interior design, high-grade materials in construction and decor, and such special touches as fresh flowers and plants in abundance. These properties also maintain a high staff-to-guest ratio, gourmet dining, and 24-hour room service.” I would add “fancy gyms, swimming pools and spas, and more” to an endless list of offerings that comes with a steep price. However, luxury is not about claiming to be a 5 star hotel and 5-stars is not an award, it’s a declaration by the hotel that good is not in its vocabulary; only excellence. A 5 star hotel that delivers functional service – however efficient is not a luxury hotel. Only when it provides service that is purposefully efficiently does it enter the realms of luxury. Translated into one of the numerous staff-guest interactions, it is the difference between the doorman opening the hotel’s door and the doorman providing a welcoming experience .Hotel guests paying high luxury-hotel rates have a right to expect certain luxury hotel standards, in service, in rooms, in dining, and in everything else a “luxury” hotel offers. In short, the guest experience (also referred to as ‘experience customization’), that mentioned must go way beyond expectations. A luxury hotel is thus enormously different. It prides itself on being different. It flaunts each unique piece of its service offering. As a result, luxury hotels get talked about. Hotel Collection based on the concept of providing exceptional service for guests who value luxury and have the means to pay for it. His concept of “sensibility” resonates especially today despite the reality that our industry has fallen into the trap of one-penmanship and amenity creep, Trump has always believed and reinforced the simple concept that what people really want is great service provided by dedicated individuals who share his passion, drive and enthusiasm. Although there has been an ongoing focus in the luxury hotel sector on providing over-the-top amenities view - that having the right people in place matters most of all, was endorsed by Forbes Travel Guides (formerly Mobil Travel Guides) executives that the Five-Star criterion used by that recognized organization for evaluating service is that “Staff are intuitive, engaging, passionate, and eagerly deliver service above and beyond the guest’s expectations”. Likewise, we learn that in today’s economy, guests want great service, first and foremost, and that the free newspaper or high-thread-count towels or the Italian marbled flooring is unlikely to compensate for the delivery of an experience that blurs between the normal and the average. In other words at this level the less demanding guest expectations are for a well ventilated noise/smell-free room, edible food, clean and free flowing water on tap and a comfortable bed for a good sleep at night. So, how can your hotel facilitate explains that self-actualization also comes from creating new experiences for the guest. An example: providing the guest with an opportunity to learn about the ecological environment of the property with complimentary guide books and binoculars. Even a bar with several hundred different scotch whiskeys and a knowledgeable bartender could form the basis of a self-actualizing activity. It is these types of ‘wow’ activities that a guest recalls years later as they continue to re-actualize their previous experiences within their own mind.etc etc etc lab lab lab):
Posted on: Sat, 10 May 2014 06:50:18 +0000
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