HOW DO YOU CREATE PERSONALIZED STAYS FOR YOUR GUESTS?
We have a Golden Nuggets initiative which requires active listening, and paying
attention, we train on this daily and it allows our team members to connect with
our guests and create truly remarkable WOW moments. We have a customer
centric approach that translates beyond team members and management into
senior resort leadership. While at other properties meeting the General Manager
or Hotel Manager is a rarity and generally occurs for VIP clients or in the process
of guest pacification, at Acqualina it is our goal that every guest is met by not
only a senior member of the leadership team but by either of the aforementioned
if not both throughout their experience on multiple touch points. By conversing
with our guest we are able to find out valuable information that can be utilized to
improve the existing and further enhance their stay at the resort.
DO YOU USE TECHNOLOGY TO GAIN INSIGHT INTO THEIR
PREFERENCES OR ENHANCE THEIR STAY?
We do use technology to help us with anticipatory service, and employee
engagement to create special personalized experiences that exceed expectations
and make a lasting impression. We are always looking for technology solutions
that translate into fast service delivery while not compromising our quality.
During the third quarter of 2019, we will introduce a new App to help us further
personalize our services from the moment our guests reserve their hotel room
through their entire stay.
10 ILHA