Icon Hotel - Hong Kong

Les Allemands sont connus pour leur talent d’ingénierie, les Français davantage célébrés pour leur savoir faire en matière de mode.

The 262-key Hotel Icon in Hong Kong flaunts its Asian hospitality, which they market as an experience in itself. Let’s take one of General Manager Richard Hatter’s staff members as an incarnation of the establishment to illustrate how Asian hospitality is marketed; we’ll call him Jon. Jon’s uniform is designed by award winning designers to reflect the attention meticulously paid to fine detail in service, the same way the hotel’s architects and stylists designed a clean-cut open staircase that is efficient, modern, and also pays tribute to fine detail. Jon attended the Hong Kong Polytechnic University, School of Hotel and Tourism Management, which is the same institution that owns the Icon hotel. Jon’s experience in customer service is always growing the same way the vertical garden designed by a world famous French botanist grows alongside the staff. Jon practices the art of hospitality as if it were a masterpiece, similarly to the way the hotel’s curator houses some of China’s most talented artists' works. The hotel even goes as far as providing a private kitchen in one of the three dining rooms in case a fortunate guest would like to have a customized meal prepared by his private chef. Open as of 29 April 2011, Hotel Icon is marketing its customer service as a product on the same level as its other amenities. Some guests go back to a hotel because they like the neighbourhood, the rooms, or the fitness center. Looking at the emphasis that Hotel Icon placed in its customer service, loyal customers might be coming back for the Asian hospitality.