When servitization is done well, it leaves customers feeling cocooned in service provision. Comfortable with a product they can trust and happy to rely on services when they need them, sometimes even before they know they do.
“Personalization” is about consistency and interaction
Delivering an “experience” and offering personalized service depends on the owners investment into staff, not better computer program.
Twelve fundamental lessons from the cruise industry
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.
Fostering authenticity is the key to hotel success
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.
In search of hotel excellence – Hotel Lugano Dante
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.
How to make your guest feel unwelcome
Making someone feel welcome when they arrive is something absolutely fundamental that every hotel staff member should know all about and execute with ease, right? Yet so many people get it so horribly wrong.
Your servers make all the difference
Here is a 5-point plan to ensure that your restaurants have the frontline experience necessary to service delivery at its peak and protect your servers from being poached in the labor shortage situation we currently find ourselves in.
Value luxury as the core guest demand
In this interview Andrew Carey, CEO of Newport Hospitality Group, highlights the necessity of service, and in particular the concept of value luxury, denoting how all guests are discerning, no matter the price.
Why educating our leaders is the highest form of service
If serving is beneath you, then leadership is beyond you.
Property and service flaws negate hotel’s renovation investment
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.