Times are changing and what was a recipe for success only a few years ago doesn’t necessarily attract new customers now. I started my career in hospitality at the Hotel Imperial in Vienna, which is by any definition one of the finest luxury hotels in Europe. The hotel was originally built as a palace and later transformed to one of the most prestigious hotels in the world. I was fascinated by the expensive silverware, the elegant design of the furniture, the fine craftmanship of the hotel, the high standard of service and dedication, and the luxury that was displayed in every little detail of the hotel experience…

Hotel Imperial Vienna

Things are changing, and most of our guests don’t define luxury with sumptuous bouquets of flowers and abundance in amenities anymore, they search for rare experiences that enrich their lives and serve as memories that last beyond the length of their stay.

Now what does this mean for us? What do we need to do to stay attractive and relevant? It means we cannot define ourselves anymore as a luxury hotel by simply having crystal chandeliers, marble floors, branded silverware and fine amenities, we need to be able to provide an experience that cannot be found anywhere else, cannot be duplicated, and emotionally connects to our customers. Just having the advantage of a prestigious luxury hotel with a rich history is no guarantee for future success anymore.

So how can we change and what’s stopping us?

• We are our worst enemy! We ourselves are our worst enemy as we are afraid of change, afraid to let go of the past and hesitant to reinvent ourselves to remain significant in the future. We refuse to believe that what worked so well in the past, is not as important anymore. Guests rate a hotel not only by the goods and services offered anymore, but by the experiences the hotel was able to provide.
• Show empathy with our guests! Being able to put yourself in your guests’ shoes is not only important when trying to resolve customer complaints, its understanding the needs and wants of our guests from the time they walk into our doors to the time they check out, and being able to cater to their specific needs.
• Developing your emotional intelligence is a must! Being able to read between the lines and develop a feeling for what the guest really wants without having to say it out loud is becoming the cost of entry. A guest complaining about an inferior service experience isn’t necessarily going to be satisfied by a complimentary bottle of wine as amenity anymore.
• Personalize guest service! We all want to be understood and recognized, not just as a room number, but as an individual with needs and wants.

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