Boutique Hotels - Giving More for Less

Great communication is great customer experience. An exceptionally treated customer is the best ambassador.
  • Mar 16, 2021
  • 0
20 years ago I would be in Gaborone, Botswana once a month. Sometimes twice. While I stayed in all the major hotels in the town - I finally found Innisfree Hotels a boutique place, as my most preferred place to stay. It wasn’t the Gaborone Sun or the Grand Palm but it was smart, comfortable with a quiet bar. Clean rooms some with a kitchenette, good shower, fresh bedsheets and pillowcases. The staff were friendly, helpful and discrete. It was a home away from home. I also stayed at some of the fanciest hotels in the world with grand lobbies, meeting and conference facilities, dining choices and staffed to the hilt to make life comfortable. It is same in the many Mauritian luxury resorts that we spent several enjoyable vacations. With picturesque golf courses, great sports and health facilities, stupendous entertainments and world class #hospitality they rank among the best. The common thread however among these hotels is the great customer experience. Keeping the din and bustle and the huge price tags that come with the big #hotels and #resorts to their advantage, #boutiquehotels have many challenges to carve out its niche and hold on to their customers.
Some of the key challenges are:
  • Mostly stand-alone, need to market by themselves
  • Lacks benefit of shared services of larger groups. Having to focus on many more functions, management is overworked
  • Not attractive to top hotel management graduates
  • Problems of leaves and holidays: All hands on deck for staff with limited number of employees.
  • As widely expected by clients, lacks latitude to provide personalized services to clients
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