In Warsaw, Poland, we stayed at the Leonardo Royal Warsaw Hotel. In the centre of Warsaw, we had the opportunity to speak to the city general manager, Mr. Nino Rosenlund. He agreed to an interview; the results were enlightening and informative. Nino has an extensive career with quality hotels in several countries. Further, I was interested in speaking to him about customer service, which he is passionate about.

The interview has so much that we’ve split it into three parts.

Interview Questions

What do you think makes a hotel tremendous/unique?

A tremendous and unique hotel stands out through its impeccable service, personalized guest experiences, attention to detail, exceptional amenities, and warm, inviting atmosphere. It’s the perfect blend of comfort, luxury, and genuine hospitality that creates lasting memories for guests.

What are your hotel’s three primary value propositions? E.g. price vs value offers.

Exceptional Service:

Our hotel is committed to providing unparalleled service, ensuring every guest receives personalized attention and a memorable stay. From check-in to check-out, our dedicated staff goes above and beyond to exceed expectations.

Prime Location and Convenience:

Our hotel is in a prime location and provides convenient access to key attractions, business centres, and local hotspots. This strategic positioning enhances the overall value proposition for leisure and business accommodations guests.

Renovated hotel

The addition of 184 newly renovated rooms in the new part of our building, along with the upgraded lobby area and restaurant & bar, significantly enhances our guest experience. Moreover, the upcoming renovation of our 178 existing rooms and the promise of more developments in the future reaffirm our commitment to providing top-notch accommodations and facilities. This exciting progress positions us for continued success and ensures that our guests can look forward to even more enjoyable stays.

What contributes to extraordinary customer service?

Personalization: Understanding and anticipating customer needs, preferences, and expectations to provide tailored and personalized service.

Empathy: Show genuine care and understanding towards customers, actively listen to their concerns, and demonstrate empathy in resolving issues.

Proactive Communication: Keeping customers informed, especially in the case of any disruptions or changes, and being proactive in providing relevant and timely information.

Prompt Responsiveness: Responding promptly to customer inquiries, concerns, or feedback demonstrates a commitment to addressing their needs promptly.

Going Above and Beyond Exceeding customer expectations by going the extra mile to create memorable experiences, anticipating needs, and providing unexpected delights.

Consistency: Maintaining a consistent level of service excellence across all touchpoints and interactions to build trust and reliability.

Problem Resolution: Effectively address and resolve customer issues or complaints, focusing on finding solutions and ensuring customer satisfaction.

Positive Attitude: Fostering a positive and friendly atmosphere that contributes to a welcoming customer experience and helps create a lasting positive impression.

Team Collaboration: Ensuring all team members are aligned in delivering exceptional service and collaborating effectively to provide a seamless and cohesive customer experience.

These elements create a unique and memorable customer service experience, fostering customer loyalty and positive word-of-mouth recommendations.

How is your hotel different from others?

Our hotel stands out distinctly from others due to two key factors: our exceptional staff and our prime location.

Exceptional Staff: Our team is the heart of our operation. Committed to delivering excellent service, our staff members are not just professionals but also genuine ambassadors of hospitality. Their dedication, warmth, and attentiveness create a welcoming atmosphere that sets us apart.

Prime Location: Nestled in a strategically chosen location, our hotel offers more than just accommodation; it provides an immersive experience. Whether guests are here for business or leisure, our proximity to key attractions, business centres, and local hotspots enhances their overall stay, making it convenient and memorable.

Our exceptional staff and prime location combine to create a unique and unforgettable guest experience, setting our hotel apart in the hospitality landscape.

 

 

 

Written by: Richard Coles

 

 

 

 

 

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