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Quintessential, high-quality customer service has become indispensable in today’s burgeoning luxury hospitality industry. A PwC report shows that affluent customers are willing to break the bank by paying as much as 16% for exemplary customer experience.
It’s no wonder general managers of leading hotel brands are rushing to hone techniques that drive customer success.
Now that wellness centers and infinity pools have become too common in resorts, many hotels are trying to stand out by offering exquisite activities that are increasingly bespoke and Instagrammable.
“We are leaving no stone unturned in finding innovative things for our visitors to do,” says Olivier Lordonnois, M.D. of Aman Luxury Resorts in New York. “This can mean delivering exclusive behind-the-scenes tours of artists’ studios ($7,500), implementing immersive workshops on handcrafted sushi, or exclusive fish prep classes ($750).”
The Clayoquot Wilderness Lodge, nestled in the rainforests of Vancouver Island, offers helicopter rides for mountaintop adventures ( $475), salmon fishing, canyoning, and more.
Corey Lens, assistant G.M. of Hidden Pond in Kennebunkport, ME, says, “We go to great lengths to provide a wide variety of activities for our guests, including those that are part of the room rates such as watercolor lessons, forest-bathing sessions, and visits with orphaned turtles.”
Unique local touches equal unforgettable stays. The most successful luxury hotels go the extra mile to offer guests local experiences. Whether it’s local tradition, décor, regional delicacies, or traditional music, these unique touches provide guests with an experience not found elsewhere, not even by generic chains.
Hyatt Hotels & Resorts focuses on offering personalized customer experiences, including local cuisines in its global locations. When you visit the Grand Hyatt in San Francisco, you’ll witness a dazzling art display from local artists displaying the city's indomitable vibe.
That’s not all. Hyatt’s Andaz deluxe Tokyo hotel has Japanese “Matsuri” culture elements interspersed throughout the customer journey to make guests feel part and parcel of Tokyo's heart and soul.
Annabel Rayer, global communications head for IHG-affiliated brands like InterContinental, Regent, and Senses, among others, says offering customized experiences in luxury hotels is non-negotiable. “Merely offering a three-Michelin Star meal just doesn’t cut it anymore,” she says. “Guests want to meet the chef and understand everything behind the scenes.”
For example, at the InterContinental London Park Lane, guests can take a kitchen master class led by Michelin-starred chef Theo Randall before tucking into a carte du jour.
Customers feel special when staff meet their needs before even expressing those needs. Such anticipation only occurs when staff have actionable data about their customers. That’s why outstanding hotel brands invest heavily in upskilling their employees to serve customers banking on important data.
CRM implementation, for instance, can track repeat client preferences and relay this information to employees efficiently and timely. The result is a super-customized service where the customer speaks less because everything is as they wish. “Welcome back, Mrs. Smith. We have prepared your usual table.”
Marriot has a training program for all its employees because the luxury hotel wants genuine and positive interactions between guests and staff. To this end, the hotel regularly adjusts to keep employee satisfaction scores high. This move aligns with Mariott’s founder, J. Willard Marriott, who said, “Happy employees make the customers happy.”
Hotel experts predict that the arms race for more creative and bolder experiences is only heating up. “Guests yearn for new experiences as they seek a break from algorithm-based services,” says Gills, who oversees guest relations at the Langham, Chicago.
Luxury hotels that want to remain competitive constantly push the boundaries of guest experience to give their guests genuinely memorable stays.
Quintessential, high-quality customer service has become indispensable in today’s burgeoning luxury hospitality industry. A PwC report shows that affluent customers are willing to break the bank by paying as much as 16% for exemplary customer experience.
It’s no wonder general managers of leading hotel brands are rushing to hone techniques that drive customer success.
Now that wellness centers and infinity pools have become too common in resorts, many hotels are trying to stand out by offering exquisite activities that are increasingly bespoke and Instagrammable.
“We are leaving no stone unturned in finding innovative things for our visitors to do,” says Olivier Lordonnois, M.D. of Aman Luxury Resorts in New York. “This can mean delivering exclusive behind-the-scenes tours of artists’ studios ($7,500), implementing immersive workshops on handcrafted sushi, or exclusive fish prep classes ($750).”
The Clayoquot Wilderness Lodge, nestled in the rainforests of Vancouver Island, offers helicopter rides for mountaintop adventures ( $475), salmon fishing, canyoning, and more.
Corey Lens, assistant G.M. of Hidden Pond in Kennebunkport, ME, says, “We go to great lengths to provide a wide variety of activities for our guests, including those that are part of the room rates such as watercolor lessons, forest-bathing sessions, and visits with orphaned turtles.”
Unique local touches equal unforgettable stays. The most successful luxury hotels go the extra mile to offer guests local experiences. Whether it’s local tradition, décor, regional delicacies, or traditional music, these unique touches provide guests with an experience not found elsewhere, not even by generic chains.
Hyatt Hotels & Resorts focuses on offering personalized customer experiences, including local cuisines in its global locations. When you visit the Grand Hyatt in San Francisco, you’ll witness a dazzling art display from local artists displaying the city's indomitable vibe.
That’s not all. Hyatt’s Andaz deluxe Tokyo hotel has Japanese “Matsuri” culture elements interspersed throughout the customer journey to make guests feel part and parcel of Tokyo's heart and soul.
Annabel Rayer, global communications head for IHG-affiliated brands like InterContinental, Regent, and Senses, among others, says offering customized experiences in luxury hotels is non-negotiable. “Merely offering a three-Michelin Star meal just doesn’t cut it anymore,” she says. “Guests want to meet the chef and understand everything behind the scenes.”
For example, at the InterContinental London Park Lane, guests can take a kitchen master class led by Michelin-starred chef Theo Randall before tucking into a carte du jour.
Customers feel special when staff meet their needs before even expressing those needs. Such anticipation only occurs when staff have actionable data about their customers. That’s why outstanding hotel brands invest heavily in upskilling their employees to serve customers banking on important data.
CRM implementation, for instance, can track repeat client preferences and relay this information to employees efficiently and timely. The result is a super-customized service where the customer speaks less because everything is as they wish. “Welcome back, Mrs. Smith. We have prepared your usual table.”
Marriot has a training program for all its employees because the luxury hotel wants genuine and positive interactions between guests and staff. To this end, the hotel regularly adjusts to keep employee satisfaction scores high. This move aligns with Mariott’s founder, J. Willard Marriott, who said, “Happy employees make the customers happy.”
Hotel experts predict that the arms race for more creative and bolder experiences is only heating up. “Guests yearn for new experiences as they seek a break from algorithm-based services,” says Gills, who oversees guest relations at the Langham, Chicago.
Luxury hotels that want to remain competitive constantly push the boundaries of guest experience to give their guests genuinely memorable stays.
