Episode Details

This is part of my research series with Sojern on guest experience today. Download our special report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

In this episode, Fernando Calvo, General Manager of Bohemia Suites Gran Canaria, shares insights into creating a luxurious and personalized guest experience that feels like staying with a friend. Listen now to learn about:

• Philosophy of Service - Learn about the philosophy of service that emphasizes making guests feel comfortable and at home.
• Team Management and Motivation - Discover how the management team encourages staff to feel like hosts and part of the company.
• Balancing Professional and Personal Growth - Understand the importance of balancing professional growth with personal life in the hospitality industry.
• Guest Personalization Techniques - Explore the methods used to gather guest preferences and tailor their stay accordingly.
• Building Long-term Relationships with Guests - Find out how the hotel builds lasting relationships with repeat guests and creates a community.
• Handling Feedback and Continuous Improvement - Learn about the importance of listening to guest feedback and continuously improving the service.
• Maintaining Quality Basics - Understand why maintaining quality basics is crucial before building additional guest experiences.
• Adapting to Different Types of Hotels and Guests - Gain insights into how the type of hotel and guest expectations influence the level of service provided.

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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands