Most companies profess to provide excellent service and yet surprisingly few manage to consistently deliver, and this begs the question – what is the secret to success in the luxury hotel market?
It’s quite simple actually, however as with many simple things, doing them well consistently can be exceptionally challenging. Great service requires the focus of the entire business operating in tandem with an acknowledged financial commitment in order to succeed. Many companies regularly direct their teams to provide great customer service, but then fail to provide the support required by their teams to ensure they succeed. Companies wishing to provide excellent service must have the entire business provide an unwavering commitment to the process.
Luxury service itself is a very common concept, and yet a precise definition can be somewhat elusive. Most guests can easily define many service attributes, including for example: great service, friendly service, or even luxury service. However what do these terms really mean to your customer and how do they define luxury? Better yet, how do you win new customers and build loyalty amongst your existing customers in the ultra competitive market of luxury service?
By: James Ridenour (Chef Concierge at the InterContinental Melbourne the Rialto and the Assistant General Secretary for Les Clefs d’Or International.)
The above is an extract of the original article available at: ehotelier