I was wondering if anyone has any insight into how ultra-luxury hotel staff are able to provide highly personalized service, such as knowing every guest’s name, room number, and activities, even when the guest has never talked to the staff member. For example, at Aman the staff at the restaurant might know your name, what room you’re in, and that you went snorkeling that day, even if you’ve never spoken to that staff memeber before.

From an operational and hotel management perspective, what are the procedures that have to be in place in order for this level of service to occur? Do these hotels have their staff memorize the names of guests in the hotel? How do they associate the names of the guests with what they look like? Do they have pictures of the guests?

This is something I’ve been curious about, and I appreciate any insight you might have!