Guests come from different
backgrounds, with dreams and
aspirations conditioned by various
factors that affect their choices.
No longer are they widely
influenced by five-star ratings,
logo-driven brands, and celebrity
endorsers. They look beyond the
smoke and mirrors and shun the
superficial and status-driven focus
given to products and services.
Instead, they consider what
their peers say on hotel
recommendations, for example.
They put more emphasis on the
value they get in terms of overall
personal experience.
3. Technology
Modern guests are also typically
tech-savvy. They value technology
and what it does to bring ease and
satisfaction.
Hotels that have adapted to new
technology on how they cater
to their guest’s score points
with this new generation of
visitors. Booking rooms online,
for example, is a welcome
convenience for those who live
the fast and furious lifestyle.
Looking at the drivers above, how,
then, can hotels deliver the lean
luxury experience to their guests?
Here are some ways to do so:
1. Heartfelt hospitality
Even if they appreciate
technology, these hotel guests
would still very much value the
warmth of human interaction a s
well as sincere and impeccable
service.
Addressing them by their names,
providing thoughtful welcome
kits in their rooms, and even
arranging for transportation to
nearby attractions can spell the
difference in earning their favor.
For example, a surprise slice of
98 ILHA
birthday cake (gleaned from
information they keyed in while
booking) during their stay can
already make their hotel stay
extra memorable.
2. Endow with essentials
Used to the “instant” lifestyle,
the majority of these modern
guests would appreciate a no-
fuss, no-frills way of delivering
service. They want quick, efficient,
and friendly service that does
not necessarily come on a silver
platter or delivered by a white-
gloved butler.
They don’t want to pay for things
they do not really need but would
be thankful for the basics. A clean
and fresh room with a comfortable
bed and sumptuous food can
already go a long way in satisfying
their basic needs.
3. Carefree comforts
From a bath towel magically
appearing on their lounge
chairs to a complete wellness
and spa center that offers over
30 indulgent spa treatments,
modern guests would undoubtably
appreciate the thoughtful
considerations you make to
ensure their stay is as carefree as
possible.
Looking after the welfare of your
guests is a given but going the
extra mile to make their stay
more relaxing adds to their overall
satisfaction. Letting them choose
from a variety of leisure activities,
for example, allows them the
freedom to engage in whatever
they feel like doing whenever they
feel like doing it.
4. Elevate the experience
Most importantly, what defines
lean luxury to this new set of hotel
dwellers is the mindful effort to
elevate their hotel experience.
From booking their room to the
time they check out, every aspect
of their stay will stick with them
especially if it was done with
utmost regard to their needs.
Well-thought-out service that
they don’t have to pay for will
most likely earn appreciative nods
and, more importantly, referrals
to their peers.
The luxury of giving them
time to experience such little
pleasures in life while in your
hotel will certainly make a lasting
impression. Aim to please without
being too in-your-face, and your
efforts will be rewarded.
LIVING THE LIFE
What modern guests truly
appreciate more than the trappings
and trimmings is a holistic hotel
experience. When you put enough
effort to understand each customer,
you can create a relevant and distinct
impression in their minds and hearts.
With careful attention to detail and
a dedication to delivering essential
service, you will be able to offer
excellent and carefree comfort to
these discerning guests of the new
generation.
About the author
Thomas Grundner is the Vice
President of Sales and Marketing
for JA Resorts & Hotels. He has
more than 20 years of expertise in
the hospitality and leisure industry
– across international markets
including Germany, Egypt and
Spain. Grundner oversees all sales,
marketing and revenue efforts as
the company continues to build on
its key growth and development
strategies and further cultivates
its unique blend of “Heartfelt
Hospitality” and “Casual Luxury.”