“Our vision is through the heart, and from the heart. We create these little magic moments that make guests come back… I see the hotel experience as a book. And the guests, they write it.”
– Hervé Lampert, Co-Founder, Naya Palad Hideaway
The world’s most extraordinary hoteliers are noticing a movement which prioritises agility, resilience, and the relentless pursuit of the unexpected for their guests.
The new measure of a premium stay is no longer defined by traditional accolades but by the memories and personal connection fostered. Hoteliers must listen closely to both guests and employees to deliver the unexpected. This involves personalised “magic moments,” such as custom-made gifts, based on a genuine understanding of the guest’s preferences.
This level of service requires a barrier-free culture where employees feel empowered to act naturally, without a strict script. Importantly, this culture must also embrace mistakes. Perfect service is no longer the goal; instead, it is the sincerity and effectiveness of the recovery when things go wrong that defines a “very real experience”.
Architecturally and operationally, properties must continuously adapt. Examples include the increasing demand for connecting rooms for family travel and the opportunity to completely redesign spaces, such as creating multiple unique lounges to foster connection. This mindset is about always trying to “take it up to 11” with new and innovative offerings.
Looking ahead, a key focus is on sustainability, framed around a “4C framework” (tradition, culture, community, and commerce). The goal is for guests to take home valuable learnings alongside good memories, such as the book on local communities and initiatives that Nay Palad Hideaway has been working on. Examples of valuable learnings include the Blue Century Initiative, which engages guests by inviting them to build fish domes and actively propagate local marine life. The main commercial challenge remains delivering genuine value for money in the face of rising operational costs. The consensus is that the future belongs to properties that make guests feel truly known and special.
“There’s no question that costs are going to continue to increase for the consumer… The secret is to ensure you continue to deliver value for money.”
– Dean Winter, Managing Director, Upper House
“I’ve realised that as we get older… we care more about the memories. The places you create memories with your kids.”
– Krissada Sukosol-Clapp, Owner and Creative Director, The Siam
