“ scheme.” Every day is different. There are some repetitive checklists and doublechecks of the daily business, but the beauty of the job is the unpredictability of what comes up. Therefore, people need to be more resilient to stress and be able to make quick decisions. Of course, with experience comes calm, as one knows certain kinds of requests already and already knows whom to“ call” or“ what to do” to create the magic of the moment.
HOTELS: Luxury hotels tend to have a discerning— and demanding— clientele. How does that impact your job, and how do you ensure you accomplish what guests want?
Köck: It is true: Our clientele is demanding, and they have every right to be, as they paid huge sums of money for staying in the hotel. Ultimately, the highest good is the human connection. We start there; from there— and with a lot of empathy— one can then pick up certain golden nuggets, which originate in meaningful chats and then lead to options to go beyond and create bespoke experiences. Some of them are requested, and you make them happen and exceed expectations; others, you proactively initiate. Consider guests looking for a romantic, Viennese way to spend their anniversary; one can use the whole toolbox of Vienna: horse carriages, palaces, champagne, a candlelight picnic in the vineyards. Conversely, if someone is on a business trip, and in a conversation you learn that he is looking forward to the weekend because he plans to hang out with his friends in a local pub and loves beer, one could surprise the guest with a bespoke beer / popcorn setup, which surprises him after a full day of meetings. It is about overachieving requested services and going beyond with surprise and bespoke touches. It is moving away from classic packages and more toward curated and bespoke individual experiences.
HOTELS: Stories about getting a reservation at the toughest restaurant in town or tickets to the sold-out opera
Rosewood Vienna opened in August 2022 and at the time was the fifth European property in the Rosewood Hotels & Resorts portfolio.
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