whether there's one thing I've learned from my nearly two years of living in hotels,it's that the petite touches are what determine my overall perception of stays.
A couple of years back I wrote a blog post entitled "Hospitality Happens At The Margins," in which I explained that a large part of my perception of airline and hotel experiences is derived from very minor interactions which resonate with me.
I wrote that post after a Starwood SVP appeared on Bloomberg to explain that 2% of their guests generate 30% of their profits. The more I thought approximately it, or the more I realized that I could near up with a similar 2%/30% breakdown -- 30% of my perception and memory of a brand is derived from 2% of my experiences.
Sure,it's important that a hotel is beautiful and has grand amenities, but nowadays that's not necessarily enough to originate a hotel stay memorable. It's all the petite touches which originate stays truly special.
The post This Is Hospitality: St. Regis Mauritius Edition appeared first on One Mile at a Time.
Source: boardingarea.com