Step-By-Step: How We Deliver a 5-Star Guest Experience – Ashish Verma, Hyatt

Ashish Verma is Senior Vice President of the Luxury Division at the Unbound Collection by Hyatt. In this episode, you’ll hear the practical steps his team takes to ensure each guest receives a personalized and exceptional experience.

Listeners will learn about:

• The importance of a tailored guest experience in luxury hospitality.
• The role of a Guest Experiences Manager (GEM) in coordinating and synchronizing the efforts of various departments.
• The meticulous process of guest arrival, from personalized handwritten notes to the careful selection of amenities.
• Strategies for gathering guest information pre-arrival without being obtrusive, using email and phone calls with emotional intelligence.
• The significance of internal coordination and communication among team members in providing seamless service.

Tune in to discover how The Chatwal, voted the #1 hotel in New York City by Condé Nast Traveler, sets the standard for luxury stays and how you can apply these principles to elevate your own hospitality services.

This episode is brought to you with support from Sojern. I teamed up with Sojern to study how hoteliers use data to drive revenue and build stronger guest relationships. You can see what we found in this research report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships.

Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands