I started writing these daily messages in 2009 when working on the opening of the Resort at Pelican Hill, known for its Palladian architecture and grandeur. It was a lot like Bellagio and Wynn Las Vegas, also known for their luxury design and service. Luxury that goes beyond function and is meant to touch all the senses to create memorable personal experiences. The designers of those luxury resorts understood the importance of making them come alive with and by the service their employees provided. That’s what makes a great experience. And great experiences can be found at all levels of the hospitality industry – big or small, fostered by a warm smile and genuine interest in guest satisfaction. You’ll find that at family establishments, those owned and operated by a family and those that aren’t but run like they are. Both are managed by people who care about their employees, treat them the way they want to be treated, and inspire them to care about their guests. In today’s hyper-competitive business environment, that is what separates good from great. Great being where it's personal. That takes a little extra effort, but it’s worth it today.
Marcel Wanders (born 1963): Dutch architectural, interior, and industrial designer, and art director in the Marcel Wanders studio in Amsterdam.
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