To improve the guest experience, hotels need an emotional connection with each guest, because luxury is different for everyone, says Zulal Gul Al Mari. When something goes wrong, own it and fix it at first contact. Mark Welbers points to personalization, speed and small gestures guests remember. Burg de Rave adds: say yes to what the guest wants, and keep a person at the desk.
What 3 hotel leaders say
Zulal Gul Al Mari
Fairmont Gold Manager, Fairmont Winnipeg
“true luxury isn't one size fits all. It's it's for everybody different. ... And to make it happen, you need to have an emotional connection. Because if a guest is coming to our hotel for a business trip, a luxury is different to that person than a family that comes to have a little staycation.”
“once you own that problem or feedback, I would say, and fix it, but but literally own it. ... if you solve that problem in the first contact with the guests, and there is actually a data that they can come back for the future visit, they say. But the more people they see, the more the less likely that the guests return to your hotel.”
Mark Welbers
General Manager, Carlton Square Hotel
“guests' expectations are increasing. That's something that that that that will always be. But I think it it especially is around personalization and speed ... People expect those things that they can do it upfront or that it's already known with us. So all the not necessary things to do, they want it out of there, and we also want it out of the guest experience, out of the guest journey.”
“you had not only guests, but fans for life. I mean That's a memorable experience they never forget. And it's so simple, so small. It's the little things that count. ... it's not not the big things that that you offer or the big things that you do. It is the small things that people give give them some kind of a feeling. That's something they will remember.”
Burg de Rave
Hotel Director, Room Mate Bruno
“we always try to say yes instead of no or trying to think of the negative. Yes, maybe it will cannibalize some on your bar revenue or maybe that one guest is taking an orange juice and sandwich instead of a full breakfast. But if that's what the guest wants at that moment, then I think you should be able to provide that in the best way possible”
“we also try to invest in IT in, for example, doing check ins online, but we will never go into a fully automated check-in where there is nobody at the desk trying to help you or trying to create that smile. Because for us, that's kind of key principle in in having that connection with with the guest.”
