1. Simplicity, Luxury, and Service
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“I have the simplest tastes. I am always satisfied with the best.”
-Oscar Wilde

2. 2
Luxury
Hospitality
Services
In order to become a
destination in it’s own right, a
property needs to build a
reputation for outstanding
customer service.

3. Rethink
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In the Hospitality Industry the
main goal is guests’ ultimate
satisfaction, their expectation to
receive it and our way of
delivering it!
Progress has been made in the
past years, but have we gone off
track, trying to correct the
situation with discounts, clever
and catchy promotions and
wasting marketing money?
It’s time to reconsider what
makes a memorable experience.
guests are becoming more
discerning, more experienced,
more aware and no longer
swayed by our claims of value. As
a result, they are becoming more
demanding.

4. 4
Hospitality Professionals can learn to ameliorate the management
of the critical and crucial guest experience with a new strategy.
Endorse the relationship with the guests, as their perception and
values indicate their expectations and needs.
Analyze and assess by matching guests, products, services and
staff.
Guest-centric Policy

5. It requires an investment from hoteliers
to be innovative and enter the realm of
excellence.
The goal was to assess resources,
realign processes, personnel and
services and then compete with
advantage, meeting the
expectations of our valuable
“invitee.”
In the past years every industry has
made a turn to being more guest
oriented. Consequently companies had
to make their transition by
reengineering, re-designing, etc.
No where is this more important than
the Hospitality industry. Guest
satisfaction should be the driving factor
for change and improvement.
Refresh

6. 6
Customer Loyalty
Anticipate your guests’ needs.
Indulge your guests’ desires.
Excellent Customer Service leads to a high level of customer
loyalty.
Loyal customers promote you by Word of Mouth.

7. 7
Customer Loyalty
Anticipate
Make the most use of loyalty programs by keeping track of
guests’ preferences and anticipating their requests and desires.
Have their favorite newspaper or type of pillow in their room
upon arrival.
Welcome your beloved guests, provide delicious in-room gifts
with a friendly personal touch.

8. 8
Customer Loyalty
Indulge
Offer your guests at their arrival or
departure, homemade delights;
present your gift with flair and
originality. People appreciate and
remember the gesture!
Offer your guests freshly ironed
crisp linen with a signature
monogram. Caress them with
velvet bath and skincare products.
Enrich your services and tingle your
guests senses! An experienced Spa
Manager knows how to create a
unique treatment menu that will
relax and rejuvenate your guests.
Remember, spas can be found
everywhere...but the best spa
comes from the best therapist!

9. 9
Customer
Loyalty
Word Of Mouth
Organize your Guest Relations
Dept. with fully trained
personnel. Offer personalized
services and quirky little extras
to stand out from the crowd!
Guests need to get more than
just a superb room and exquisite
bathroom amenities. Regale
them, they will promote your
authenticity inexpensively!
Even your youngest guests,
growing up with you, can be your
best ambassadors!

10. 10
Our Strength Is Our People
Νeeds have to be diagnosed, competent people need to be
found, trained by modern and systematic means, in order to
constitute the cornerstone for a smooth operation, which
transforms simple service into a unique experience of total
satisfaction.
Train your employees well!

11. 11
Implement “Outstanding Hospitality”.
All staff must reflect this behavior: the
basis of performance is strictly Guest
Satisfaction. And, those employees
who excel with this value proposition
must be rewarded.
Every interaction and approach with
guests has to emphasize that you will
care for them, attend to their needs
and that their concerns and business
are valued.
This is not a new model, but its
application to Hospitality is now being
introduced. We need to focus more on
gaining the guests’ loyalty and
engaging them, meeting, exceeding
and formulating their expectations,
managing their experience better and
then on creating a real value and
marketing our uniqueness.
Re-value

12. 12
Simplicity and grace, the way to offer signature
class service. Charm and your welcoming staff are
both essential ingredients for even more awe-
inducing hospitality moments.
Keep it simple!!
“Simplicity is the ultimate sophistication.”
― Leonardo da Vinci
Simplicity