SPECIAL REPORT
AS A BRAND , CUSTOMER SERVICE IS AN OBSESSION . PEOPLE EVEN JOKE WITH ME THAT IT ’ S A RELIGION – THAT WE ARE A SECT BECAUSE ALL WE TALK ABOUT IS CUSTOMER SATISFACTION . AND THAT ’ S THE FOUNDATION OF ALL OUR SUCCESS .
– LEO GHITIS
on a continued basis . Ghitis says one guest wrote a check so big to support a local orphanage , that it would become more money than it would see all year .
Nayara provides childcare for all employees , as well as healthcare for employees and their direct families .
Construction is done in such a way to lessen its impact , ranging from the way they treat sewer and storm waters , to reforestation projects , and power supply to help guests reduce the amount of electricity they use . “ Being sustainable is very good business ,” Ghitis says . “ People call us because they want to learn about the things that we ’ re doing … We were very lucky that our guests believe in the same things that we do … Reforestation efforts resonate , and people care about the things that we care about and want to come to that .”
Pool and wet bar at Nayara in Costa Rica
DEVELOPMENT STRATEGY While growth opportunities persist and there are actually six hotels in various stages of development , including one in the Middle East , the idea is not to make Nayara very big . “ The idea is to have the most special hotels anywhere in the world ,” Ghitis
54 hotelsmag . com June 2022