Bringing a sense of ease and comfort to the travel experience is what InterContinental Grand Stanford Hong Kong is all about. The definition of luxury changes depending on where you are; in a city like Hong Kong, luxury has become a part of everyday life, so much so that many of us have become difficult to impress.
From an extravagant meal at an exclusive chef's table to private viewing of precious jewels at your favourite jeweller, luxury is often defined not by how expensive something is, but rather, how much attention has been paid to ensure every detail is in place.
This is precisely the defining difference between an ordinary hotel and a luxury, five-star property. Providing the right atmosphere, with beautiful rooms and a stunning view is one thing, but being able to anticipate the needs and cater to the demands to guests is what bring a good experience from an extraordinary one at any hotel.
With over three decades of experience servicing luxury-seeking business and leisure travellers, InterContinental Grand Stanford Hong Kong knows a thing or two about delivering five star experiences. As the General Manager Alexander O. Wassermann explains, it involves an intricate mix of hardware and personal touches.
“We have been renovating our guest rooms in the past year to ensure the rooms are kept in shape and add new features such as additional plugs and Bose Bluetooth sound station, which are crucial for the modern traveller these days who is always travelling with numerous electronic devices.”
Catering to the evolving needs of guests is one of the key areas of focus at the hotel. With a repeat visit rate of up to 50 per cent at any given time, Wassermann says it is extremely important to ensure they feel welcome each and every time.
And how do Wassermann and his team achieve this? “It is important for the team to remember the needs and specific preferences of our guests. This shows we are caring and that we pay attention to what makes their stay extra special.”
For instance, Wassermann says they will remember details down to which side of the table a guest prefers to have their tea served. “This involves a lot of communication amongst our staff members, relaying information to each other to ensure the guest experience is flawless.”
While the hotel has no problem attracting returning guests, some of whom had their first stay at the hotel dating back to close to 30 years ago, it’s equally important to draw new guests. And at an establishment where luxury needs to be felt rather than to be seen, the hotel is beginning to rely on social media to get the message out.
“We want to share with travellers who are researching different hotel photos of the property. We are also happy to see a stronger online presence which allows us to engage directly with guests.”
But once the guests decided to make InterContinental Grand Stanford Hong Kong their home for the holidays, the impeccable service begins even before they step in the hotel. “We anticipate the needs of our guests before their arrival. If we know they’ll be arriving late at night, we ensure their rooms are ready to go so they can rest immediately."
The luxury of ease, comfort and familiarity is perhaps what’s most valuable in a city where opulence is found in abundance. And at InterContinental Grand Stanford Hong Kong, the luxury of being home when you’re away from home is what brings guests back time after time.
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