Columns on the future of aviation, personalised hospitality and organic diets OPINION

Authenticity and sincerity are crucial to make the experience memorable for customers, says this London-based hotelier

As hoteliers, providing a personalised and authentic stay experience for guests, is and will always remain to be the utmost priority. e growth of the hotel market is rapidly increasing but the compelling personalised guest experience equation remains the same; general managers, managing directors and head concierges alike will continue to focus on the following e ective components, ensuring a guest’s experience is better than the last:

AUTHENTICITY: The need of the hour is to provide an authentically personal experience. Guests want ingenuity; and can tell what’s pretence from what’s real.

SINCERITY: It is imperative to anticipate the guests’ needs using a sincere and organic approach.

Paying heed to their smallest requirements and making them come to life must be given utmost importance.

MEMORABILITY: In my opinion, a hotel stay is made memorable because of the attention to detail. Plugging in the small touches of personalisation are crucial to make the guest’s stay longlasting and unforgettable. Additionally, it is important that they think of a hotel, not as an accommodation, but as their ‘home away from home’. Personalisation can take many forms, whether it is an individual business stay, celebratory experience with a partner or a family trip to the city; hotel teams are committed to creating personally-curated and cherished moments for their customers.

A small detail can determine a great stay from a good stay, which is why hotel teams consistently create new amenities and service sequences to align with a customer’s stay needs, as each individual stay di ers from the next. And how do hoteliers create unique moments to surprise and delight guests in London? From enjoying the newest shows on West End to experiencing the very best culinary experiences, concierges, also known as the city experts, can provide unprecedented Londoner knowledge and top tips to their guests. Additionally, Guest Relations can arrange special amenities and unrivalled celebratory requests to make the stay special. Just as an example, in homage to our iconic address ‘Grosvenor Square’ and inspired by our quintessential heritage, we o en provide several British welcome amenities such as House of Dorchester chocolate, a selection of tea and London themed cupcakes and mu ns, created by our patisserie team. is attempts to provide a genuine narrative for guests.

I would like to conclude by stating that today’s personalisation experience becomes tomorrow’s expectation; the challenge is to maintain high service standards and consistently look ahead as to how we can improve and continue to provide this level of service to guests during their next stay.

Today’s personalisation experience becomes tomorrow’s expectation