Luxury Hoteliers Magazine 3rd Quarter 2018 | Page 73

As we meandered down the alley entering an obvious residential area off the main thoroughfare in Marrakech this past November , I thought for a brief moment we had made a bad decision . Our liaison , who met us in the heat of the day in the main tourist filled Jemaa el-Fnaa square , was not of many words but of immediate action , taking our suitcases and moving them into a hand-pulled cart . We followed not knowing for sure where this kind gentleman wheeling our goods would lead us , but that is part of the excitement with every adventure – the unknown . It ’ s what drives us toward trying a new part of the world each year .
I had expectations of arrival and how we would be coming from a long , prior night sleeping in the Sahara Desert , starting over in a bustling city the next day . It was more than either of us had anticipated .
The sincerity of our Riad host upon arrival was amazing . Preparedness was key to the success of the service . Prior to leaving the United States , we were contacted by the host and for a seamless transition from our desert tour , it was recommended to plan ahead and estimate our exact arrival with a call from our local guide 30 minutes before arrival . Being that we did not have a phone of our own with local cellular service available , we become dependent on the courtesy and effort of those around us . Our trip would not have been as easy or stressfree had it not been for the spirit of hospitality provided by so many of the wonderful people we met and befriended in Morocco .
Upon arrival in the entertainer filled square , then traversing through the maze of the Medina , the owner , Mickael , was waiting and eager to show us to our room and make us as comfortable as possible . Green Mint Tea , a rooftop balcony tour and a one on one session assured us that our first evening would be the best possible in Marrakech . During each step of our arrival and stay , we were guided seamlessly by the team , which ultimately made us very apt to lounge during the evening and heat of the day – taking in wine and dip in the pool .
The overall sense of welcoming and confirmation that ownership , as well as staff , were genuinely appreciative of our stay elevated the normalcy of most accommodations .
As leaders in the luxury industry , this is truly where the bar of excellence and expectation is set for ILHA members . Service is an expectation , but wellversed travelers are also looking for the authenticity in delivery . If you have worked in the industry for any period of time , then you identify that a heart for service is necessary and clearly evident to your guests .
The ability to showcase the authenticity of your accoutrements is not enough . Having an onsite Sommelier , locally sourced saffron induced liquors or the ability to rest your head in a restored a 17th century residence is not adequate unless your team is providing authentic and unparalleled service .
Ultimately , as hospitality leaders , we are the extension of our hotel surroundings and the force which drives the perception of how guests consider and share their experiences in a new landscape . The innerweb of experience touchpoints may be well outside of your control , but within your lavish domains and reach is the ability to control and lead that amazing experience .
Guests crave the ability to interact with the knowledge experts and your team members have become these .
Where is the best place to see the sunset from a patio viewpoint ? Where can I have an amazing Hammam experience ?
We , as travelers , have the passion and our ability to create the perfect day occurs only when a true partnership is delivered by your team extending their knowledge , connections , and sincerity to serve .
As we ended our final day in “ The Land of the Setting Sun ” the authenticity of what was being provided , in the delivery of service , the people and of the history the building in which we were resting our jet-lagged heads , had won us over .
The ability of the owner to inspire us to try new dining locations from those in which he found from his own experiences living in Marrakech , allowed us to partake in a full assortment of culinary experiences . A rooftop view to have lunch , a romantic dinner , terracotta tagine , fresh juice , all made the experience that much more as we did not have to worry about wading through the endless walkways of pedestrians , goods , and wares to find memorable meals .
But through it all , the authenticity of the service and sincerity of the people during every step provided ultimate satisfaction knowing that it could not be replaced or replicated ever again .
About the author As Signature Worldwide ’ s National Director of Sales , Sara Djubek is responsible for developing and maintaining relationships with hospitality organizations throughout the United States . With more than 17 years of sales and marketing experience , she serves as a respected consultant to her hospitality clients , offering suggestions to increase revenue and improve guest loyalty through training and business solutions . She is a frequent world traveler , dynamic speaker and active partner with the ILHA , and national hospitality organizations and associations .
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