ECHO 2016 COLLEGE MAGAZINE
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HOTELIER’S ARTICLE<br />
“Creating Memories for guests – A key<br />
business model in today's hospitality<br />
sector”<br />
During my early days when I talk about<br />
early days I meant the time when I<br />
started my career into hospitality sector I<br />
was told by a wise gentlemen in my<br />
induction days probably first day at work<br />
“ Ladies and gentlemen we are not in a<br />
business of running hotels but in a<br />
business of creating memories for our<br />
guests” if we create those memories for<br />
our guests the business will always<br />
flourish and in the flow we as individuals<br />
will grow. This thought has left a deeper<br />
impact on me through my life and I am a<br />
firm believer for this concept.<br />
I still remember when Steve Jobs<br />
launched the very first iPhone. It was a<br />
WOW moment so creatively packaged<br />
that the audience was left mesmerized.<br />
When was the last time you experienced<br />
a WOW moment? Was it when you<br />
received that offer to join the company<br />
you’d been dying to work for? Or Perhaps<br />
when your friends surprised you with a<br />
huge birthday cake? Or when you got<br />
upgraded to a business class?<br />
what does it mean to WOW someone?<br />
Let’s go with an accepted definition – to<br />
not only meet but exceed expectations in<br />
a memorable way. In hospitality, this<br />
means understanding where the guest is<br />
coming from, the needs of the guest,<br />
learning about the guest wants, then<br />
gathering all the resources you have to<br />
craft a mind-blowing experience that will<br />
very likely be talked about,<br />
Every day, we have a variety of different<br />
ways to deliver WOW moments to our<br />
guests. These WOW moments do not<br />
have to be grandiose nor do they have to<br />
be expensive. What these moments have<br />
to be, however, are genuine and from the<br />
26 <strong>ECHO</strong> - <strong>2016</strong><br />
heart. It could be as small as a<br />
personalized book mark or a small bon<br />
voyage cake for a guest who is checking<br />
out of the hotel or a small hand crafted<br />
bag for a lady to keep her ornaments.<br />
Every gesture which comes straight from<br />
the heart creates an everlasting and<br />
longing impact on guest which will<br />
compel them from coming back to the<br />
Hotel time and again. It is these guests<br />
who become the Brand Ambassador who<br />
promote the hotel extensively through<br />
word of mouth.<br />
In order to create those wonderful guest<br />
memories it is very essential to empower<br />
people to think out of the box and do<br />
those small gestures for the guests. I<br />
always mention this to all my colleagues<br />
Treat your guests the way you would like<br />
to be treated and you could never go<br />
wrong. The beauty of Hospitality sector is<br />
that each and every one of us have<br />
developed the tricks of ensuring that<br />
every guests who walks in to our hotel is<br />
looked after very well through our<br />
upbringing since childhood as being<br />
hospitable to any guests who comes to<br />
our house is always looked after very well<br />
by the hosts which is a basic norm in our<br />
culture and society. We just have to<br />
implement the similar culture in our day<br />
to day interaction with guests at the<br />
hotel/ restaurants.<br />
Exceeding expectations is not a new<br />
concept. Guests have always been<br />
looking for memorable experiences, but<br />
those desires are even more magnified<br />
today. Customers yearn for those<br />
p e r s o n a l i z e d a n d u n s c r i p t e d<br />
interactions. If you can WOW each guest<br />
that passes through your doors just once<br />
and have them tell one other person<br />
Sonam Kapadia<br />
Learning Services Manager<br />
ITC Kakatiya, Hyderabad<br />
wish to congratulate each one of<br />
Ithe students, on this commendable<br />
achievement and indeed great<br />
pleasure in conveying my best wishes<br />
to all of you. Regency College of Hotel<br />
Management has a reputation for<br />
attracting the best students & It is a<br />
matter of great pride that the College<br />
about their remarkable experience, with<br />
social media platforms being so active it<br />
is very essential that we as an<br />
organization work on a model which is<br />
unique and different which will help us<br />
differentiate ourselves with the rest of<br />
the world. Social media portals like Trip<br />
Advisor, Facebook and Twitter now a<br />
day’s play a vital role in brand positioning<br />
in people mind as these portals are<br />
majorly used and updated by our guests<br />
who travel and visit us.<br />
In the end I would like to sum up is that we<br />
can work in the finest of the hotels around<br />
the world with swanky amenities and<br />
luxury lobby and rooms, but if we fail to<br />
create those small touch points which we<br />
call memories for our guests then sole<br />
existence of hospitality industry is<br />
diminished.<br />
G. Vamshi Reddy<br />
Assistant Manager,<br />
Food and Beverage Service.<br />
Trident, Hyderabad<br />
has made consistent progress, year<br />
on year, in academic and co-curricular<br />
activities.<br />
On your journey ahead, Challenges<br />
and Opportunities are two sides of the<br />
s a m e c o i n . T h e m a n a g e r ,<br />
businessman and the entrepreneur of<br />
today needs many more weapons in<br />
armory, so get ready to go and conquer<br />
the world.<br />
As part of the Hotel fraternity, a warm<br />
welcome extended to each one of you.<br />
Wishing you all the best for achieving<br />
greater success and scaling newer<br />
heights in your career ahead.
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