Delivering an “experience” and offering personalized service depends on the owners investment into staff, not better computer program.
The challenge we face is that luxury hotel guests are also luxury cruise guests, and they don’t emotionally distinguish between the two – a room is a room, no matter its geographic position.
Guests today want and need more than a roof over their heads; they need their trips to be memorable in a way that surpasses tourism of the past.
Oftentimes, sweeping changes aren’t necessary to bring a hotel up to speed but a commitment to refining service delivery through the mastery of all the little things that make a stay complete.
If serving is beneath you, then leadership is beyond you.
With most guests, it is never a single flaw that drives them away; it is always a cluster of complaints along with a failure from the staff to ameliorate those grievances.
True service excellence is about delivering the seemingly ordinary with care, consistency and empathy – a foundation upon which the extraordinary can flourish.