While the definition of “luxury” and “luxury travel” may change from person to person, the one thing today’s luxury travelers have in common is that they are all increasingly interested in exceptional accommodations, unique destinations, and authentic experiences.
For me, a “luxury” experience is all about the little things: exceptionally attentive service, a warm welcome, a friendly staff that calls me by name, and even a chocolate on my pillow. It’s the little details that make me feel special and enjoy my stay.
I always keep the small details in mind when scouting out a hotel for my clients. Whether they’re traveling for business or leisure, most of my clients are used to extremely exclusive luxury experiences. I always make sure to pay particular attention to the service at a hotel, so I can successfully match my clients to the perfect accommodation and ensure they have the best possible travel experience.
On a recent destination scouting trip, one hotel asked me to complete a “Getting to Know You”form upon booking my stay. The questionnaire asked about my personal favorites; color, flower, coffee, cocktail, sports, hometown, etc. I filled out the form and didn’t think about it again.
When it was finally time for my scouting trip and my stay at the hotel, my check-in was incredibly smooth and efficient, and I had totally forgotten about the detailed questionnaire I had filled out months earlier.
When I arrived to my room, I was touched—and very pleasantly surprised— to find an abundant bouquet of white roses, my favorite flower, on the desk. The staff draped a purple throw, my favorite color, thoughtfully across the couch. The next morning, I set up a personal training session in the gym and a massage at the spa. When I returned to my room, I found a blueberry coffee protein shake awaiting me. My favorite coffee is blueberry, and it is not easy to find so the hotel substituted the shake in its place! To top it off, when I was at the hotel bar later that evening, the server approached me and said, “Can I get you a lemon drop martini?” The fact that he knew my favorite drink was very impressive.
The hotel’s outstanding service and personal gestures enhanced my experience more than I ever imagined. Although I didn’t realize the true extent initially, the hotel took care of me from the very beginning – right from the initial questionnaire.
Needless to say, this hotel stood out not only in customer service but also in going above and beyond in ensuring every guest had the best possible experience.
This hotel knocked me off my feet, and I have to admit the other hotels I stayed at paled in comparison. The other hotels in the location did not have me fill out the form and did not pay special attention to my personal preferences. Although the service was great and my stay lovely at the other hotels, they were not my first recommendations to my client.
You can probably guess which hotel I recommended to my client: the hotel with the generous personal touches and exceptional customer service. My clients stay at luxury hotels all the time, and I knew the small personalized details of this particular hotel would be well received.
Whether it’s the most luxurious hotel in the world or less expensive one, it’s pretty easy for a hotel to transform their guests’ experiences. It all begins with a “Getting to Know You” form. This simple step kicks off the guests’ experience on the right foot. It establishes and emotional connection that resonates with guests’ weeks, months, and even years, after their stay.
For any hotelier that isn’t currently using a “Getting to Know You” form, I am proof it makes a big difference in the most positive way.
