Guest Experience Enhancement - Luxury Hospitality Improvement - Luxus Hotellerie - Hotel Quality Check - Hotel Atmosphere Optimization, Mr. Look & Mrs. Feel, www.look-feel.ch
CUSTOMER LOYALTY IS KEY
In today's luxury hotel and cruise industries, there is an enormous choice worldwide and the individual providers are faced with great competition in this luxury segment. Whether in the cities or in the countryside, in the mountains or by the sea, the offer is vast. Guests always have a choice.
Strong customer loyalty requires the "extra mile" to stand out from the competitors. This only works through additional services and unforgettable guest experiences.
In the luxury segment, every house/brand/chain must constantly question and review its appearance, quality and service in order to deliver the extraordinary experiences that all guests seek and expect. It must be ensured that the high standards are permanently met, so that a distinctive uniqueness is guaranteed.
Optimizing guest experiences across all touchpoints is essential. It generates a loyal clientele who are always happy to return and leave positive feedback on social media platforms, as well as within their circle of friends. In addition, the constant questioning and the associated improvements automatically lead to increased revenue and ideally, also to reduced costs.
YOUR CHALLENGES
In which areas can small changes be implemented for improvement?
Are important global trends recognized?
How can the hotel be even more unique?
Does the hotel have a "soul"?
Is there enough focus on our exceptional strengths and USPs?
How can our employees be fully motivated to go the "extra mile"?
Does our gastronomy meet the changing customer demands?
Where are the opportunities for potential cooperations and partnerships?
How can the personalized "family touch" be amplified?
How can the feeling of "being at home" be intensified?
How does a guest become a regular guest?
How can the requirements of all guests be efficiently satisfied?
EXAMPLES FROM OUR PRACTICE
The light in the lobby is always too bright in the evenings. The guests (especially the ladies) feel uncomfortable and only stay for a short time. Consequence: Beverage sales suffers -> With a small change it could be increased. + :) + $
There are mountains of fresh fruits every morning at the breakfast buffet but no one touches them. Why? They are not positioned well -> By repositioning food waste can be reduced and guest satisfaction improved. + :) + $
A small stopper is missing on the floor of the shower. Consequence: The whole bathroom is flooded after showering. This leads to a higher consumption of bath towels by the guests and to a greater workload for housekeeping and laundry. -> If this problem is solved, the laundry and employee costs are reduced and the guests are not annoyed about a wet floor which is dangerous. + :) + $
The company supports charitable projects but unfortunately, the guests do not see or feel it. -> If the communication is improved, it will lead to an immediate stronger customer loyalty. + :)
Branded products can be purchased but there is almost no indication of it -> Generate additional sales with better communication and display. + $
Valet parking is poorly organized. The waiting times are too long. This primarily keeps external guests from visiting the restaurant and/or bar -> Problem solving leads to an increase in F&B sales. + :) + $
Regular guests want a "higher status" -> For example, personalized beverage cups at the bar prove great appreciation and lead to stronger customer loyalty, as the guests feel treated as VIPs. + :) + $