Luxury Hotelier - November 2007 - (Page 50)

50| Protocols Top left: The hammam at Faena Hotel + Universe is a quiet retreat for warm bathing. Bottom left: Vancouver Island winery tours are a popular attraction at The Aerie Resort. FAENA HOTEL + UNIVERSE THE AERIE RESORT Making it happen According to the experience experts, there are some practical steps for delivering authentic experiences to your guests: Identify local specialties by working with nearby artists, craftspeople, restaurants, wineries and attractions. Develop sophisticated packages that draw on the hotel’s assets such as a chef’s specialty, a master Yoga instructor or an expert on a local topic. Deliver the experience by responding to guests’ needs while staying true to the hotel’s vision. has the ultimate personal experience. They are trained to listen to guests’ needs and meet those needs even before the guest asks. This person acts as the front desk, concierge, personal assistant and butler rolled into one. The Experience Manager serves the same role as a local friend, says Mr. Faena. “The concept that gave birth to the Experience Manager was my own experience. During the process of construction of the hotel, I received the visit of the investors and friends of friends who wanted to know Buenos Aires and Argentina. I usually received them personally and organized their stay myself, adding an authentic and local view of my own city. Then, in the process, I thought that if I could find a way of translating this same concept to the hotel, I could not go wrong because I would offer our guest the possibility of appreciating the city through local eyes, saving them a lot of time and most of all showing them things that they might not have known otherwise.” Mr. Singh says the local staff brings the Delta Nature Resort to life. “Except for two chefs, the entire staff is local and this is their first job in the hotel industry,” he says. “But they bring their passion. … If a boat driver or naturalist takes a guest out in the area, they would be able to personally relate to the experience.” The Faena experience, according to Mr. Faena, is an authentic cultural expression. “It could be anything: an incredibly traditional restaurant, an artist’s atelier, a great barbecue or a local tango show. What’s important is that we select things that are ‘real’ and not designed for tourism.” The Experience Managers at Faena are more than concierges, he says. Each guest is assigned a three-person Experience Manager team. “The Experience Managers are much more personalized. They work in small groups of 6 or 7 guests, so they really get to know their guests very well,” says Mr. Faena. “They are where you need them to be, not behind a desk. You can even have poolside check-in if you wish.” It’s also this attention to detail that makes the Delta Nature Resort a successful study in authenticity, according to Mr. Singh. “It’s difficult to say, ‘Build me an authentic resort.’ Someone has to feel the vision. I traveled 6,000 kilometers (3,728 miles) all over Romania, actually sitting down with suppliers and designing what would be appropriate for our resort. There has to be personalization. Some passion has to go into it.” — InfoConcierge » FOR MORE INFORMATION: For ideas on local activities and tours offered around the world, visit Specialty Travel Index at www.specialtytravel.com. Helpful Web sites: The Aerie Resort: www.aerie.bc.ca Delta Nature Resort: www.deltaresort.com Faena Hotel + Universe: www.faenahotelanduniverse.com Stanhope Gate: www.stanhopegate.co.uk Luxury Hotelier | November 2007 | www.LuxuryHotelier.com http://www.specialtytravel.com http://www.aerie.bc.ca http://www.deltaresort.com http://www.faenahotelanduniverse.com http://www.stanhopegate.co.uk http://www.LuxuryHotelier.com

Table of Contents Feed for the Digital Edition of Luxury Hotelier - November 2007

Luxury Hotelier - November 2007 Contents Editor's Letter Publisher's Letter Inform: News and Notes Network: People Personalities: Traditional Innovator Insight: Smith Travel Research / The Bench Insight: Ypartnership Properties: A Front-Row Seat to Moscow Properties: Northern Star Inspire: Outdoor Showers Deliver: Wellness and Fitness Protocols: The Real Deal Insight: Cornell University Innovate: In-Room Technology Development: Global Project Pipeline Indulge: Coffee and Tea Insight: Ecole hôtelière de Lausanne Connect: Regional Marketing Update: IH/M&RS Luxury Product Collection Dossier: Davide Bertilaccio of The Rocco Forte Collection’s Le Richemond

Luxury Hotelier - November 2007

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