5 strategies to help you create out-of-the-ordinary luxury resort guest experiences
October 19, 2020
There is no place for ordinary at a luxury resort. Ordinary is for city chains, for airport hotels, for Airbnbers. If you’re offering your guests a luxury experience, that’s what you must deliver at every step. Luxury is not day-to-day, it’s not business-as-usual; it’s once-in-a-lifetime, it’s above-and-beyond.
If you want to give your guests the kind of experience they could never have even dreamed of, what you offer must be out of the ordinary. Here are five strategies for how to deliver just that.
1) Make Booking Easy
If you’re offering luxury, you’re offering comfort and ease, and barely-having-to-lift-a-finger service. This should be true from beginning to end, and that includes booking. So often akin to pulling teeth, a simple and elegant booking process is out-of-the-ordinary, and puts your guests at ease from the off.
Don’t fall short on giving your guests exactly what they expect –
5* service with extraordinary luxury.
“Luxury travel has changed. Even before 2020, affluent travellers were looking for more than just a high thread-count and a private pool. In 2018, a Horwath HTL report concluded that, “while HNW travellers still expect…”
2) Start the Trip Before Guests Arrive
As a guest, once you’ve made your booking (no matter how far in advance), you rarely expect an update from your hotel until your trip is imminent. As a luxury resort, you must defy that expectation. Introduce yourself, get to know your guests, give them a sneak-peak of what lies in store for them, ask them what they want from their trip. That way, even before they’ve stepped foot on your property, they’ll feel better looked after than ever.
3) Embrace Digital Apps
In the wake of COVID-19, it is time to rethink how you deliver information and services to your guests. They do not want to trawl through a 30-page hotel room directory, or wait in reception after a long journey to check-in, or find a member of staff when they want a drink on the beach. By using a slick and experiential digital app, guests will no longer need to do any of that. Because they will have everything you offer at their fingertips; whether it’s the next day’s weather, the housekeeping staff or the lunch menu. Learn how to bridge the gap between physical and digital luxury in this blog post.
4) Personalise Every Experience
Making each and every guest feel distinct and valued is the key to providing an out-of-the-ordinary luxury experience. That means understanding guests’ wishes before they arrive and ensuring they have exactly the room they wanted. It means your front-of-house staff knowing each guest by name. And it means being authentic in your concern for the differing demands of every individual that stays at your resort.
5) Listen to Feedback
This means both the good and the bad. Encourage both praise and criticism, because it will help you constantly improve. Things can always be better, and it is only your guests who can truly tell you what you’re doing wrong and what you’re doing right. And the best resorts will get the most valuable feedback, because they will have the best relationship with their guests. That’s an out-of-the-ordinary experience for a guest, when they are valued above everything else.
Hear how Tewkesbury Park creates unique and personalised experiences for each and every one of their guests, ensuring they exude luxury in everything they do.