VICE PRESIDENT OPERATIONS & GENERAL MANAGER, SHANGRI-LA DUBAI MR. HAKAN OZEL
Training and Development High standards are maintained through rigorous training and development programs. Employees are not only trained in the technical aspects of their roles but also in the soft skills that are crucial for delivering luxury service. This includes empathy, active listening, and effective communication. Continuous development ensures that the team remains at the forefront of industry standards and can adapt to the evolving expectations of guests. Service industry is relatively a high turn-over industry, hence well-disciplined and continuous trainings will help the employees, especially the new joiners to gain more and further knowledge and experience in luxury service. Finally, fostering a culture of learning and development helps in retaining top talent who are passionate about their craft. Creating Emotional Connections Luxury service goes beyond the surface level of providing amenities; it involves creating emotional connections with guests. This is achieved through genuine interactions, where employees engage with guests on a personal level, showing empathy and understanding. These connections are what turn a one-time visitor into a loyal guest. Emotional connections are built on trust and authenticity, where guests feel that their well-being is truly cared for. This level of connection can only be achieved when employees are empowered to go above and beyond in their service. The Role of Technology In the contemporary landscape, technology plays a significant role in enhancing luxury service. From advanced booking systems that remember guest preferences to smart room technologies that allow for personalized settings, technology helps in delivering a seamless and tailored experience. However, it is essential that technology complements rather than replaces the human touch. The integration of technology should aim to enhance the guest experience by providing convenience and efficiency without compromising on the warmth and personal interaction that define luxury service. Guests need technology in terms of practicality of their needs, not the replacement of their luxury hospitality expectations and dreams. Feedback and Innovation Listening to guest feedback is crucial for maintaining and improving the standards of luxury service. Feedback provides insights into areas of improvement and highlights what guests value most. Establishments that excel in luxury service use feedback as a tool for innovation, constantly seeking new ways to enhance the guest experience. This proactive approach ensures that the service remains dynamic and responsive to the changing needs of guests. It is through precious feedback from the guests that the organizations are able to continuously improve their standard in luxury. Conclusion Luxury service and perfection are inextricably linked, with each enhancing the other. Providing luxury service is an art that requires a deep understanding of human nature, a commitment to excellence, and a relentless pursuit of perfection. It is about creating moments of magic that leave a lasting impression and build a loyal clientele. In this quest for perfection, attention to detail, personalization, continuous improvement, and emotional connections are the key ingredients. As the expectations of guests continue to evolve, standards of luxury service must evolve, too, ensuring that it remains a benchmark of excellence in the hospitality industry.
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