John Wagner, founding partner of ASAP Business Partner Cycas Hospitality, discusses the need to delight guests and create memorable experiences throughout the hospitality sector, including extended-stay guests.

He states that this should be achievable in the aparthotel sector, which already offers many services of a full-service hotel, such as 24-hour reception, breakfast, housekeeping, gyms and other shared facilities, but since guests are generally checked in for longer periods, and there are fewer of them, there is the opportunity to build a rapport, especially with business travellers looking to feel at home but lacking the familiarity of home.

In order for operators to distinguish themselves from one other as well as full-service hotels and alternative accommodation providers like Airbnb, staff should look beyond ‘smile and greet’ but get to know guests better, to deliver an outstanding, memorable service that in return attracts brand loyalty.

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