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Customer experience at the heart of hospitality professionals' concerns

The hospitality sector is above all based on human relations and the fact that customers experience unique and timeless moments. The customer experience must therefore be at the heart of all the strategies and approaches adopted by professionals in the sector, with the ultimate goal of customer satisfaction. Because a strong emotional and original customer experience is synonymous with loyalty, which represents a considerable advantage in a market as competitive as that of hospitality.

Memories Made at Marriott is an opportunity for the group's customers to celebrate events as they should after long and numerous restrictions. And Marriott doesn't just want to host events, but rather create memorable souvenirs. The ambition is to launch a concept that positions the group as a renowned events expert in the sector. To achieve this, Marriot has developed a coherent yet flexible offering that is customer-focused and in tune with their expectations such as Instagrammable locations and ambiences.

#HOMPPY, the life of a castle at the price of a studio is an initiative launched during the health crisis to allow the hotels of the HOMPPY brand to remain open and maintain their activity. It was thus possible to rent a hotel room for a month for less than 900 euros. The success of this initiative is based on three pillars: an innovative concept, co-construction of the offer with the operational teams and rapid deployment via strategic partnerships with specialised websites and estate agencies.

Movie nights out, an offer from Courtyard by Marriott Vilnius City Center that provided guests with their own private cinema in a hotel room. This initiative was developed in response to the closure of all cultural venues, including cinemas, during the pandemic. Guests could even enjoy their movie with snacks provided by the hotel, for a complete cinema-like experience. 

Themed room experience by Moxxy Kaunas Center was an opportunity to travel without travelling during the pandemic. The hotel designed a unique experience by offering its guests a room decorated on the theme of Mexico, the stay included a dinner and cocktails to immerse themselves in the Mexican atmosphere for an evening.

YOU URBAN HOME is a concept developed by Groupe SD2P that breaks the codes of the hotel industry by proposing a hybrid offer adapted to new demands. The establishment includes various categories of rooms, from suites to shared rooms that can accommodate 12 people, as well as common areas that can be transformed into a co-working space during the day and a relaxation area in the evening.

A popular word, full of affection & kindness for your special One by Chouchou Hotel Bar & Bains is an establishment that honours the French art of living but in a modern and fun way. On the programme, a bar-ginguette and a food court with fresh and local French products, a stage with a very eclectic program and finally many spaces available for rent to organize all types of events in particular and unique atmospheres.

Aiden by Best Western@ Lorient Centre offers its guests an experience that goes far beyond the traditional accommodation offer and goes against the standardisation of hotel chains. Indeed, the decoration and atmosphere of the establishment immerse guests in the world of the Compagnie des Indes, which was the origin of the creation of the city of Lorient.

Les Maisons de Campagne- Reinventing the ideal of a country house, developed by Les hôtels (très) particuliers, is based on a simple concept: to offer individuals and companies the possibility of enjoying the comfort and charm of a country house without the constraints. Les Maisons de Campagne offers a friendly, warm and relaxed experience that is primarily aimed at an urban clientele seeking a closer connection with nature.

amã Stays & Trails - Branded Homestays from IHCL promises unique stays with immersive and authentic local experiences in picturesque destinations while offering new travel venues. Each amã bungalow highlights the local heritage and culture where it is located while providing optimum comfort for travellers.

The Little Kingdom of Royal Maxim Palace Kempinski Cairo is a concept that promises fun and educational activities delivered by trained staff members who create unique moments throughout each family's stay to ensure an unforgettable experience from arrival to departure with unforgettable memories. So it's not just about keeping the children occupied during their stay, but leaving them with a head full of magical moments.

Yes our Hoteliers take care of everything is a 100% digital campaign launched by The Originals Hotels that highlights the care that hoteliers take of their guests, reinforced by the brand's promise of unique, local experiences. The group's teams bend over backwards to satisfy all guest requests, putting the guest experience at the heart of their concerns.

Gastronomic dinners in Radisson Rosa Khutor by Radisson Hotels was launched in 2021 and quickly became a regular offering due to its popularity among hotel guests. It is the first hotel in the region to organise regular gourmet dinners with guest chefs.

Culinary Safari - A gastronomic experience around the world organised by the St. Regis Mardavall Mallorca Resort since 2011, is an exclusive gastronomic event where guests can taste different dishes prepared by chefs from all over the world. "Feasting across the world" is the motto of the culinary safari.

Themed dinner by Courtyard Vilnius City Center aimed to transform the hotel's rooms into amazing gastronomic destinations. The borders were closed and the only way to get food from restaurants was by delivery, so the hotel's solution was to take guests on a journey from their rooms by offering themed dinners such as Provence or Italy with meals typical of these destinations.

Californian sophisticated Brasserie in Paris, the Montecito restaurant at the Kimpton Saint-Honoré Hotel was designed by the architectural duo Humbert & Poyet and inspired by the brand's Californian roots. Montecito combines seaside-inspired recipes with American generosity. All guests can rediscover contemporary meals made from fresh, seasonal and locally sourced produce. A bar is also available to guests and a DJ entertains 3 times a week.

BESH Gastropub - Conceptual F&B outlet at newly-built by Courtyard by Marriott Baku is a gastronomic space created during the pandemic that blends cultures from around the world with premium service. The aim was to provide an exceptional guest experience to maximise revenue and enhance the group's portfolio. It also saved money in a difficult period for the hotel industry.

Re-centering Customer Experience: Athens Capital Hotel and the "Voice of the Guest" from the MGallery Collection brand is a platform that has enabled the hotel to differentiate itself from its competitors, create tangible positive change and put the guest back at the centre of the hotel industry. This data provides key points for reflection and improvement, enabling future hotel developments to be shaped by direct guest experience as it is essential for the hotel to put the guest back at the heart of all strategic thinking.

The Bonfire by W Hotels is a concept where the primary elements of fire and water meet to create a unique dining experience surrounded by the theatre-style cuisine of FIRE restaurant. The positioning and style of the FIRE restaurant stems from a dining experience that blends casual and formal, with a highly original culinary offering and affordable prices. W Barcelona has created a strong storytelling for The Bonfire by positioning the project as one of the hottest dining experiences of last summer in Barcelona.


Nota Bene: The HON editorial team highlights and values the entries submitted for the Hospitality Awards 2021 in complete independence from the competition itself, which is governed by precise rules. This in no way prejudges the outcome of the specific process of nominating finalists or winners, which follows the rules of the competition through the examination of the entries by a jury followed by a sworn bailiff and live voting on the day of the ceremony. The abundance of initiatives submitted during this 21st edition is a fine illustration of the efforts made by the profession in the face of the crisis and it was important for us to share them with you.


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