Luxury hospitality begins with a signature property, but a well-situated, beautifully designed hotel is only a start. Stellar service, driven by devoted hotel staff, is what makes a great property come alive. As one general manager (GM) of a luxury hotel told us in an interview, “Our facility is our stage, and guests are paying for a performance.”
Distinctive, superior service is more important now than ever. The luxury segment is projected to grow at 6 percent per year through 2025—faster than any other chain-scale hotel class—and competition for customers is intensifying, as luxury hotels proliferate and alternative options (such as stylish rental villas equipped with chefs and staff) enter the marketplace. Nonluxury…
