Hoteliers at luxury properties are akin to puppeteers –they hold the strings of their guest’s happiness, comfort and safety, and have to operate these at multigenerational, multi-racial, multifarious levels. After all, their audience seeks, nay demands, personalisation, attention and service with a smile, whether they are individuals celebrating special occasions or corporate clientele conducting business meetings.
Even in this era of minimal contact, guests want to feel special while visiting a hotel. Hoteliers have been obliged to reinvent the perception of safety with luxury without skipping the human element, which is the very genesis of the luxury hospitality.
So, when guests visit JW Marriott Hotel Kolkata, associates welcome them with a smile, their masks notwithstanding. The hotel’s General Manager, Sumeet Suri strongly believes that the warmth and positivity of a genuine smile is contagious and can be sensed even through a mask. “This small gesture makes our guests feel welcomed and at home,” he noted.
These are few steps that the property has taken to extend a veneer of normalcy in life-after-shutdown. It has upped the ante in the traditional definition of luxury by offering personalised amenities to its regular and long-staying guests. Going a step further, associates even do their best to learn guest preferences in advance, and keep these amenities in the room even before people check-in.
“We frequently check on guests telephonically as we attend to their requests to provide a sense of belongingness. This personalised touch is becoming increasingly significant. Whether it is a call from our operators, orchestra managers or our events team, we convey our willingness to offer personalised services through as much as possible,” Suri added.
This story is from the {{IssueName}} edition of {{MagazineName}}.
Start your 7-day Magzter GOLD free trial to access thousands of curated premium stories, and 9,000+ magazines and newspapers.
Already a subscriber ? Sign In
This story is from the {{IssueName}} edition of {{MagazineName}}.
Start your 7-day Magzter GOLD free trial to access thousands of curated premium stories, and 9,000+ magazines and newspapers.
Already a subscriber? Sign In
The Big Fat Indian Wedding
With a slew of initiatives, hotels are ensuring that the wedding day is special for the couple as well as for the hotel's bottom line.
An Organization Of Rainmakers!!!
Rainmakers are revered for their ability to generate income (rain) for an organization by cracking deals, attracting clients/guests and holding on to them; often, for a lifetime... Revenue generation (rainmaking) is the job of everyone on the team.
Hospitality: A Rewarding Career Awaits
Delving into the roles and responsibilities that professionals in the field of hospitality can undertake in carving a rewarding career.
"India is my first baby!"
Bader Ali Habib, Regional Head of Proximity Markets, Dubai Department of Economy and Tourism, gets candid.
The Essence of Landscape Architecture
Innovative landscaping can enhance the luxury hospitality experience by enriching guest interaction with the natural world.
Teaching the Art of Tea
The first global tea artist from India, teaching the art of making and drinking fine tea, Susmita Das Gupta talks about her mission to make Indian specialty tea reach a global audience.
Feeding Profits
Food and beverage is driving revenues in hospitality in novel ways as hotels innovate with new-age experiences.
Acing the Revenue Game
Hotels are looking at new avenues to generate revenues that go beyond rooms and food.
The Power of Predictive Maintenance
A strategic approach to enable Indian hotels to become leaders in sustainable hospitality.
Shaping a Sustainable FUTURE
To mark the occasion of World Environment Day this month, we find out how the hospitality industry is paving the way for a greener, healthier tomorrow...