Service at hotels more important than free amenities

Personalised attention to service is key to loyalty in post-recession era

Luxury hotels are realising that courtesy, respect and kindness are more important now, in the post-recession era, than giveaways such as high-quality lotion and soap in the bathroom. Hotel executives gathered for the Reuters Global Luxury and Fashion Summit agreed that expert service that understands guests’ personal preferences was the key to their satisfaction, especially in Europe and the US. As rates rise, this is the least that guests expect from luxury hotels.
Employees are being trained to recognise customers to be able to extend a warm, personal greeting. “Guests want to be recognized,” explained one executive. Meanwhile, many international chains, including Hyatt, Marriott and Starwood, are creating their own boutique-style brands.
Technology may help to create a bridge of personal attention, for example via Apple Inc’s iPad tablets. But the executives at the summit would not explain how their individual companies’ ongoing research into the matter could make this happen.
[pictured: Luxury room at a Starwood property in London]


Check Also

Marriott, Starwood, Sheraton, branding, renovation, public areas, rooms, hotels

Marriott reveals vision for Sheraton overhaul

The company estimates that owners have already committed $500 million in renovation investment in the US.

hotels, Marriott, London, MICE, royal, wedding, Harry, Megan, Queen Elizabeth, Grosvenor House, Langham, castle, Tower of London, Kensington Palace, palaces, meeting, conference, congress, event

London spotlights MICE venues with royal touch

London Convention Bureau is highlighting “royal” hotels and meeting venues to coincide with the Royal Wedding.

Moxy, Copenhagen, Marriott, design, cocktail, lobby, millennial, Denmark, Nordic, hotel, stay, rooms, quiet

More details about the Moxy Copenhagen

The new millennial-focused Moxy property is scheduled to open in the Danish capital next March.

JW Marriott, resort, luxury, Maldives, atoll, island, family, hotel, cabin, poop, dining

Marriott plans luxury Maldives debut

The company is hoping that the 61-villa property will bring tougher competition to the Maldives.

Marriott, Stawood, Sorenson, ceo, brexit, trump, election, opinion, nationalism, interview, award, tanya Beckett, BBC

“Wave of nationalism” worries Marriott CEO

Nationalist policies seen in Europe, the UK, the US and beyond are affecting travel trends, Arne Sorenson says.

Marriott, Moxy, brand, roll-out, expand, Nordic, market, Germany, France, Norway, Stavanger, Oslo, Copenhagen, pipeline, plan

Marriott’s Moxy reaches further into Nordics

More than 40 hotels in Europe will be added to Marriott’s new Moxy brand over the next three years.