How do Luxury Hotels Provide Personalized Service?
May 12, 2018, 9:34 am
#1
Original Poster
Join Date: Apr 2017
Posts: 5
How do Luxury Hotels Provide Personalized Service?
Hi everyone!
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!
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!
May 12, 2018, 10:02 am
#2
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Part of it is simply training staff at all levels to pay attention. For example, if a housekeeper notices that you prefer one type of the coffee capsules being offered, they bring you more of the same type. Similarly for the thermostat setting: don't change it and make a note for the guest's next stay. Notes are made about all kinds of preferences and, if the hotel belongs to a chain, the hotel makes a point of consulting notes from stays at other chain members, including special requests that might have been forgotten by the guest, such as extra towels/pillows in the room, feather free or nonsmoking rooms, etc. It helps too that these hotels tend to attract better staff and usually there's little turnover. One suspects that most such places treat their staff extremely well in local terms, and these jobs can be considered by locals to be extremely prestigious even for positions that normally are minimum wage work in other establishments.
One one of my first repeat visits to a renowned European palace hotel, I was impressed when, upon offering my passport at check in, the response was that the hotel would never ask for any information that I had already given to them.
More recently, when I stayed for the first time in a luxury hotel that belongs to a chain in which I have top tier status, when I was escorted to my room, the person mentioned that the thermostat had been pre-set to my preferred temperature and my favorite wine had been provided as a welcome gift, but if I would prefer some other wine....
One one of my first repeat visits to a renowned European palace hotel, I was impressed when, upon offering my passport at check in, the response was that the hotel would never ask for any information that I had already given to them.
More recently, when I stayed for the first time in a luxury hotel that belongs to a chain in which I have top tier status, when I was escorted to my room, the person mentioned that the thermostat had been pre-set to my preferred temperature and my favorite wine had been provided as a welcome gift, but if I would prefer some other wine....
May 14, 2018, 9:38 am
#4
Join Date: Aug 2007
Location: OSL
Posts: 2,145
I was in a hotel kitchen once at an Aman. I then briefly saw a grid with guests names, pictures (from passport) and preferences, room numbers etc. I also once found papers left in a buggy or hotel car which had information about different guests staying, status, did they have something special included, should they get upgraded or get VIP service etc. This was at a Four Seasons. Both many years ago so the systems might be more up to date by now, but these are the specific things I have seen with regards to how they keep track.
May 16, 2018, 7:39 pm
#5
Join Date: Feb 2006
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Posts: 3,892
Part of it is simply training staff at all levels to pay attention. For example, if a housekeeper notices that you prefer one type of the coffee capsules being offered, they bring you more of the same type. Similarly for the thermostat setting: don't change it and make a note for the guest's next stay. Notes are made about all kinds of preferences and, if the hotel belongs to a chain, the hotel makes a point of consulting notes from stays at other chain members, including special requests that might have been forgotten by the guest, such as extra towels/pillows in the room, feather free or nonsmoking rooms, etc. It helps too that these hotels tend to attract better staff and usually there's little turnover. One suspects that most such places treat their staff extremely well in local terms, and these jobs can be considered by locals to be extremely prestigious even for positions that normally are minimum wage work in other establishments.
One one of my first repeat visits to a renowned European palace hotel, I was impressed when, upon offering my passport at check in, the response was that the hotel would never ask for any information that I had already given to them.
More recently, when I stayed for the first time in a luxury hotel that belongs to a chain in which I have top tier status, when I was escorted to my room, the person mentioned that the thermostat had been pre-set to my preferred temperature and my favorite wine had been provided as a welcome gift, but if I would prefer some other wine....
One one of my first repeat visits to a renowned European palace hotel, I was impressed when, upon offering my passport at check in, the response was that the hotel would never ask for any information that I had already given to them.
More recently, when I stayed for the first time in a luxury hotel that belongs to a chain in which I have top tier status, when I was escorted to my room, the person mentioned that the thermostat had been pre-set to my preferred temperature and my favorite wine had been provided as a welcome gift, but if I would prefer some other wine....
May 16, 2018, 8:02 pm
#6
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Join Date: Oct 2006
Location: New York, NY
Posts: 557
I once heard that the really good luxury hotels have some type of mini meetings at the beginning of each shift - I think it was referred to as a lineup - It's right before the current shift is going off - the manager of the department reviews any complaints by guests in the past 24 hours - including pictures and resolution. Pictures of guests checking in during the next shift are shown with any notations about their preferences plus any notes about their last stay. I would guess there is a different focus with different teams with bell staff, concierge and front desk focused on arrivals since they will be the first point of contact.
May 17, 2018, 3:15 am
#7
Join Date: May 2016
Posts: 393
I once heard that the really good luxury hotels have some type of mini meetings at the beginning of each shift - I think it was referred to as a lineup - It's right before the current shift is going off - the manager of the department reviews any complaints by guests in the past 24 hours - including pictures and resolution. Pictures of guests checking in during the next shift are shown with any notations about their preferences plus any notes about their last stay. I would guess there is a different focus with different teams with bell staff, concierge and front desk focused on arrivals since they will be the first point of contact.
Smaller and more luxury properties do indeed go much deeper and discuss all guests preferences, allergies, activities, etc. How else do you think all the Aman staff know you went on that tour today?
May 17, 2018, 7:06 am
#8
Join Date: Aug 2009
Location: SYD
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Posts: 8,527
Pretty much all hotels have an AM and PM “pass-on” (usually sent via email) that covers most of those things (minus discussing ALL arrivals) + a morning meeting for managers.
Smaller and more luxury properties do indeed go much deeper and discuss all guests preferences, allergies, activities, etc. How else do you think all the Aman staff know you went on that tour today?
I too have found briefing sheets a Butler left in our room which had our photos and preferences attached.
Hotels also use CCTV to identify when you have left your room or where staff may find you.