Service that stands out

Each pillar alone, or in combination, has the ability to transport you from everyday life. In this short read, we cover one of our pillars: distinctive service. The other pillars are curated sensory engagement and an intriguing element through design or distinct product offerings. A hotel's capacity to offer excellent service hinges on creating a welcoming, warm atmosphere where the staff consistently go above and beyond to meet each guest's needs. Distinctive service can be distilled into three key elements. The first is attentiveness, where the hotel tailors its service to each guest's unique preferences and needs. This personalized approach makes guests feel valued and catered to on an individual level. The second element is anticipatory service. Here, staff proactively anticipate and fulfill guest needs before they even ask, often before they realize what they want. This level of foresight creates a sense of luxury and care that sets the experience apart. The third element is ensuring that every aspect of the guest experience feels smooth and effortless. When everything operates seamlessly, it allows guests to fully relax and enjoy their time at the hotel. Together, these elements combine to create a truly exceptional and memorable experience.

Every hotel has their own way of incorporating distinct service into their customer journey and experience. One global hotel chain renowned for its exceptional service is the Four Seasons. From its inception, the brand has prioritized a personal style of service. The first Four Seasons hotel in 1961, a 125-room motor hotel in Toronto, set the standard for this approach. "We opened our first hotel with a simple principle: treating every customer as a special guest," says Isadore Sharp, the Canadian hotelier and founder of Four Seasons Hotels and Resorts.

In an interview with Dolce Mag, Isadore Sharp shared his determination for the Four Seasons: “I decided early on that we were going to make the quality of our service our distinguishing feature. If we were going to compete, we had to have something sustainable and reliable. Because service is intangible, we set out to make it better than other companies. To achieve that, we needed a workforce committed to delivering exceptional service.” This philosophy remains the cornerstone of the Four Seasons today. In the service sector, true excellence is driven by people. In hospitality, the secret to success lies in a highly empowered workforce. The best hotels thrive on a culture where employee empowerment is paramount, ensuring exceptional service and seamless operations for all guests and visitors.

At the Ritz-Carlton, the Three Steps of Service outline how every staff member, from housekeeping to management, should engage with guests to craft memorable and personalized experiences. The approach begins with a warm and sincere greeting, using the guest’s name. The staff are trained to anticipate and fulfill any needs during the stay. Guests are given a fond farewell, once again addressed by name, as they leave. Hyatt, for example, allows employees to be themselves during guest interactions—no service script required. The brand provides the flexibility needed for staff to create more authentic customer experiences, enabling employees to establish personal and genuine connections with guests.

Another way hotels offer the flexibility needed to deliver outstanding service is by providing staff with a budget they can use to create exceptional experiences tailored to customer needs. This approach plays on the deeper psychological benefits of customer experience. A thought leader and expert on customer experience philosophy, Micah Solomon suggests that “iconic, loyalty-building customer service happens when you anticipate and address desires, needs, and questions that a customer has left unspoken. Crafting an experience that becomes a memorable story in the customer's mind is what lasts. Since people naturally think and remember in terms of stories, creating a "wow" experience is one of the most effective ways to forge lasting connections with customers. These memorable stories are likely to be remembered, prompting customers to return and share their experiences with friends, family, and colleagues—and, increasingly, on social media.” As a cornerstone of Portel’s curated selection of hotel experiences, distinct service is a defining element of luxury hospitality on many levels. From attentive guest interactions and personalized touches to creating unforgettable moments that last long after departure, explore hotels on Portel that offer distinct service and have the power to transport you to another world.