According to McKinsey, the secret to delivering exceptional customer experiences in luxury hospitality lies in cultivating a culture of excellence
Feb 4, 2025
Today, the greatest differentiator in the service industry is fostering a culture of excellence driven by people who can anticipate customer needs, exceed expectations, create memorable experiences, and make it all seem effortless. For luxury properties, investing in this kind of culture often yields greater returns than lavish decor or extravagant amenities.
Key takeaways
- Excellence starts with culture: Exceptional service comes from a culture rooted in quality and commitment. Building such a culture requires strong, consistent leadership. As one luxury hotel general manager (GM) put it: “Culture isn’t a slogan on a wall or a concept in a textbook – it’s lived and led every day, through challenges and successes.”
- Leadership drives values: A winning service culture starts on day one. One GM shared, “I personally attend every new employee orientation to set expectations. I emphasize the importance of addressing guests by name, anticipating their needs, learning their preferences, and ensuring that every interaction leaves them satisfied.”
- Empowering employees is key: Providing staff with the right tools and trusting them to use those tools effectively is essential to maintaining a premium service environment. Continuously updating the guest experience keeps it fresh and engaging. Efforts to deliver exceptional service can significantly increase customer loyalty and long-term value.
Get the full story at McKinsey
