for the proper arrangement until departure .
6 . Making Use of Unexpected Moments
We are very often rushing from one end of the resort to the other to meet up with guests . Then suddenly a guest appears out of nowhere . My hosts stop , catch up , and walk with the guests before we head off to our original destination . Luxury guests love it when my hosts interrupt their plans and help the guests in each and every way . “ Thank you ever so much for showing the way ,” have been words to a Guest Experience Maker of mine last week who was on the way down from our Dining by the Rock restaurant . He walked up again to show the way , not once , but three times within 20 minutes because many guests were simply enjoying the company .
This simple principle is part of luxury hospitality in the sense that guests likes attention . The more unexpected moments hosts see , hear , and feel , the better my host is enabled to learn from the guests , and to craft experiences and to create revenue by upselling services . It is certainly easier to ask a guest to participate in a paid service when we dedicate our time to the guest than just asking the guest to spend money without having spent time to learn about them .
7 . The Emotional Touch
I am proud to share that many guests whom I bid farewell become emotional when they leave because of the heartfelt service . Simple touches can be some ice-cream for early arrivals when the villa will not be ready for another 20 minutes , a bunch of fruit for children who are sick , a glass of warm water instead of cold for guests from China , a sundowner for guests who love sunsets , and an upsold bottle of Champagne with strawberries in chocolate dip sauce on top of a mountain with a 360-degree panoramic view over the ocean .
Honestly , most guest sojourns go according to profound plans . They let us know when there is a service gap , and this is an opportunity to turn an unpleasant guest experience around by adding extra value , by making time to be with them , or simply to hold a conversation with them . Every guest is different . The management of the differences is partially an art .
Luxury guests love it when we touch their heart by creating lifelong lasting , memorable moments . A third time return-guest hiked with me the other day and shared that although he had hiked here before , it was special to him to go once again to enjoy the rock formations with me . He was so touched when he received a picture of the hike upon leaving the resort .
8 . An Unexpected Surprise
A guest during the Lunar New Year approached me and informed that he would like to organize a birthday cake for his friend , and that he was willing to pay for it . I showed my gratitude to his wish and informed him that we had already made the arrangement for a birthday cake . I requested to share the time to set it up . He was so surprised and speechless .
A daughter of a friend of mine booked with us not knowing that I worked there . Out of a conversation with the guest and thinking how to surprise somebody who has everything in life , a Guest Experience Maker of mine organized breakfast on the beach for them . The reward was a waterfall of compliments for the team until departure and afterwards .
9 . Profound Perfection I had never imagined to work in a resort where guests spend US $ 1,000 per night . There is no room for error . The team works around the clock to offer impeccable products and services . My hosts find that simple words , such as “ Good morning , ( guest ’ s name )”, are very well received . The relationship starts from there . No matter what kind of activities or services the guest selects , everybody in the team always goes the extra mile to facilitate extraordinary delivery . Luxury travellers are intelligent and they know what they pay for is what they should receive . Certainly , the expectations are profound perfection .
A guest that we welcomed some years ago was a critic . The private Pool Villa he booked was below his expectation although he received all the information prior arrival . We upgraded this hotel chain owning family to a Spa Villa . Then , a call . There is one tile broken by the seating area outdoors . This family of three received then an upgrade to a Deluxe Beach Villa where the child received sweet chocolate surprises upon arrival to the villa . My hosts took so well care of this family during the entire sojourn that we received US $ 500 for our annual host party at check out . The little boy hugged my hosts time and time again .
About the author Christian is a star , currently based in Vietnam . He has worked for 10 years in South-East Asia , including the opening and successful management of guest service at Fusion Maia Da Nang , a Conde Nast-listed hotel , and at MGallery by Sofitel . He is currently working at Six Senses Ninh Van Bay in a key role in Guest Service Management .
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