1. HOTEL SERVICES IN THE FUTURE
Delivering high quality service: a new key battle to
conquer
What are the key drivers of service change? How
does the Hospitality Industry need to position itself to
overcome such changing environment?

2. As companies look towards the future, they can see the vision of a
swinging balance of power, the focus of which is the man-power lying in
each and every individual at an organization’s disposal…..
the era of Human Capital is upon us!

3. Introduction
-
The Human Capital used to be seen as an underused value in the
heart of a company and is now considered today as a truly
performance driver and are by far the only advantage to shape the
customer experience and add some more value to the stay
-
Hoteliers now face a more demanding application on the part of
customers seeking now a service delivery excellence
-
The guest expect to live a unique experience which will be worth
remembering where the human touch in the service delivery is at
the fore (guest recognition, its feeling to be treated as a special
guest)
What are the key factors of such a new service equilibrium where the
words excellence, personnalization, customer focus are the key for
success?

4. Towards a new customer service
expectations revival
- an customer changing habits highly influenced by our
ever changing environment
- customers are more and more eager to pay a premium
quality service and receive the best in class quality service
- guest expects a successful service delivery provided with
an added value - customers always expect more from what
he gets

5. An unstable economic and social
context - key factors of service
changes
- a new dawn of hyper competition
each hotel need to stand out from the crowd in order to
distinguish themselves and get a real competitive
advantage
- the era of service and emergent technologies
the digital revolution and its massive invasion on the
Hospitality market has profundly changed positively the
host guest relationship

6. - a volcanic financial environment
due to the weakness and failures of our current financial
market, a new equilibrium need to be reach towards
Human Capital; relying on such asset will today make the
service difference
- information systems; the true precursor of the
revolution
the lack of attribution of responsibility to employees from
the managers allowed redefining a new balance by
assigning a new managerial role.

7. - the era of a service focused economy is upon us….
human quality is seen as the main driver of this industry
success, helping hotels all over the world to engage and
thrives in one of the most competitive global marketplaces
- a step forward toward innovation
Hoteliers must deal today with a customer becoming more
and more demanding , this it is now necessary to create
value not only through material capital but also through
intangible assets such as fully maximising human
innovation

8. Towards a new customer service
equilibrium in the Luxury
Hospitality
-
customer focus orientation (high guest service providers commitment
to make the guest bliss)
-
a host guest relationship highly personalized (playing with guest
touchpoints through guest preferences, desideratas…)
-
a permanent customer experience development (reach out the guest
beyond hotel borders is a key success to win the customer loyalty)
- a quality service delivered with added value (deliver a quality service
through a wow factor - going above guest expectations)

9. Conclusion
Hotel Services in the Future
-
New challenges are today facing the Luxury Hospitality
Industry making every hotel managers more difficult
than ever to stand out from the crowd
-
Satisfy the customer is definitively not sufficient enough
to gain the customer loyalty, seen today as the most
successful key factor for a business survival
-
Managing to reach customer entire devotion is what will
make today the difference

10. The era of customer service
excellence…
Personnalization, Exclusivity, Customer focus are now
defined as the new key factor for success!