Luxury hotels experienced the development of “palace” state guesthouses in the 1950s and 1960s, the imitation of international brands in the 1970s and 1980s, the dominance of real estate in the 2000s and 2010s, and the entry of new players in the 2020s, some luxury hotels stood in the development history of Chinese hotels for more than ten or two decades. If you stick to the past, can not keep up with the development of The Times, their own hardware is “old”, the product is “solidified” but they regard themselves as lofty, then “senior” seems to bring a little ironic taste.
Some luxury hotels built earlier and operated for a longer time should look at themselves, are they “old and yellow” or “still charming”? Is it “old and stale” or “old and new”? Is it “making progress” or “disappearing in the crowd”? How can these once brilliant luxury hotels “make a comeback” or “take advantage of the situation”, not only alleviate the “aesthetic fatigue” of the customers, but also make the “sense of age” deduce “freshness”? The following combined with the experience of colleagues in the industry to discuss one or two.
Establish close connections with customer groups and maintain communication
Not wanting to be slapped on the beach by the wave, the hotel must maintain fresh products and content to attract and retain consumers, including customers who have been fans for decades or new friends who do not know themselves. Therefore, the hotel must first understand the needs and preferences of the target customer group.
Target audience, ten years, twenty years, how have they changed? How have the needs of the single, aggressive business guest who checked into a hotel a decade ago changed with his or her family two decades later? At the same time, for business guests who are now increasingly pursuing a “sense of vacation”, “taste of class” and “sense of relaxation”, will business service products with a simple look be favored?
Insight into customer needs can be achieved through market research, customer feedback and industry analysis.
The “butler service” of luxury hotels is also one of the channels for hotels to listen to the needs of guests at any time. The author used to be the CEO of Bailian Hot Spring Resort Group, which is the top luxury resort group in China. Their customers have a high demand for personalized customized services. Therefore, the hotel group has launched the “Personal Butler Service” to provide guests with round-the-clock personalized service, including itinerary arrangements, restaurant reservations, holiday advice and other one-stop services.
Personal butlers are available to listen and respond to your individual needs in a timely manner. With the growth of customers and the continuous emergence of new customers and new demands, this has put forward higher requirements for the “private butler” post in luxury hotels. Luxury hotels should not only maintain some “ancient” fine traditions of this post, but also keep pace with The Times to meet various new demands of guests. Therefore, the quality improvement of “butler service” should be the focus of the luxury hotel general manager’s desk supervision project.
Turn “waste” into “treasure” and re-create uniqueness
The positioning of luxury hotels makes them consider their own uniqueness and even pursue uniqueness during the preparation and design period. Some have unique natural landscapes, some are master architects, and some are tall service products.
“The face is easy to age, youth is easy to pass away”, especially for some luxury hotels that once had unlimited hardware, how to use their own “history” to tell new stories, how to make those seemingly old and backward hardware become the uniqueness and uniqueness of the hotel?
Lu Yang, senior partner and chief architect of IMAGO Image Space, shared that people are not tired of all “aesthetics”. True beauty does not become outdated and boring with the passage of time and the changes of The Times. For example, nostalgia and homesickness are classic aesthetic feelings and tendencies. The key is what is the essence of the “beauty” of the hotel?
Some luxury hotels built earlier and operated for a longer time should look at themselves, are they “old and yellow” or “still charming”? Is it “old and stale” or “old and new”? Is it “making progress” or “disappearing in the crowd”? How can these once brilliant luxury hotels “make a comeback” or “take advantage of the situation”, not only alleviate the “aesthetic fatigue” of the customers, but also make the “sense of age” deduce “freshness”? The following combined with the experience of colleagues in the industry to discuss one or two.
As a journey station and a container of life, the hotel wants to convey and share the “beauty” to the guests whether it is accurate, natural, harmonious and integrated. The high-end luxury hotel built under the aesthetic vision more than a decade ago, since “high-end luxury”, was inevitably costly, if there is a “outdated” problem, we should first respect the imprint left by its “past era”, and think about which of these marks can be inherited, and even which to strengthen the formation of characteristics, which need to be completely abandoned. This is the core of upgrading its hardware and software facilities and decorative levels. The hotel should be regarded as a living entity, and the design update should be effectively combined with the optimization and improvement of the operation content mode, such as embracing new technology or appropriate integration into contemporary art, highlighting personality and enriching its connotation soul. Regardless of addition, subtraction, multiplication and division, it is necessary to adapt to local conditions, so that the overall health of the hotel is full of vitality.
