The View | What is Great Service? Iconic Hotels Share Insights into How They Make Every Stay Special

Grand-Hôtel du Cap-Ferrat—A Four Seasons Hotel

In our modern, hyper-connected world, people have the means to explore every nook and corner of the world. Every destination that was once unheard of and unattainable is now within reach. What’s left sacred is the overall experience that elevates a journey from ordinary to extraordinary. It's more often than not the impeccable service we encounter – a local sharing their culture, a hotel staff going above and beyond to make our stay uber comfortable, a meal that’s prepared to give us a taste of home away from home.

We interview General Managers, Managing Directors, and Vice Presidents of Iconic Hotels to understand their perspective on defining and providing exceptional service.

Grand-Hôtel du Cap-Ferrat—A Four Seasons Hotel

François-Régis Simon, General Manager: “The notion of luxury has evolved considerably in recent years, becoming more emotional than material. At Grand-Hôtel du Cap-Ferrat, A Four Seasons Hotel, our clients can enjoy unique moments of connection with their loved ones, in a spectacular French Riviera background. They can indulge in once-in-a-lifetime experiences, whether it’s a gourmet Michelin-starred dinner at sunset, a custom-made wellness program or a private nomad dining with our Chef in the vegetable garden. Our goal as a team is to review every single detail to ensure our service is personalised to their particular needs and expectations so they can focus on quality time. With three brand new private villas offering secluded gardens and sea views, and a panoramic Penthouse overlooking the Mediterranean Sea opening up this summer, we have all the ingredients to provide our guests with exceptional vacations and lifetime memories.”

The Peninsula, Hong Kong

Joseph Chong, Regional Executive Vice President, Asia, and Managing Director: “Exceptional service in the hospitality industry is not just about meeting expectations. It's about exceeding them with a personal touch. At The Peninsula Hong Kong, we believe that the key elements of outstanding service lie in our commitment to personalised interactions, meticulous attention to detail, and a relentless pursuit of excellence.

Our philosophy revolves around anticipating our guests' needs and going above and beyond to create memorable #PenMoments for them. We understand that challenges are inevitable, but it's how we handle them that truly sets us apart. By embracing innovative strategies and empowering our team, we ensure that every guest feels valued and special.

Perhaps what makes The Peninsula most unique is that all hotels are either wholly or partly owned, which allows us to have control over product and service quality, guest experience and most important of all the well-being of team members. Embedded in The Peninsula culture, is the value and sense of “family.” The company is often internally referred to as “The Peninsula family,” hence “team members” are actually “family members.” It is with this love and care for team members that they embrace their work with passion, dedication and loyalty and our guests are treated and welcomed as one would to his or her home.

We take pride in upholding the highest standards of service excellence, making each stay at The Peninsula Hong Kong an unforgettable journey."

Mandarin Oriental, Bangkok

Anthony Tyler, Area Vice President, Operations & General Manager: “At Mandarin Oriental, Bangkok, we understand that exceptional service goes far beyond impeccable ballrooms and luxurious amenities. The true magic lies in the hearts of our passionate team members. No matter how sophisticated our training programmes or how cutting-edge our technology is, it's the genuine care and dedication of our colleagues that elevates your experience from ordinary to extraordinary. We are fans of passionate and service-oriented people.”

The Carlyle, A Rosewood Hotel

Marlene Poynder, Managing Director: “The key to offering great service is knowing how to individually read our guests and learn their preferences so that we can specifically tailor their stay to offer a special and meaningful experience. It can be as simple as sending a thoughtful note acknowledging the reason for the visit along with a celebratory bottle of Champagne or their favourite treat – or it can also be a much grander gesture, such as planning an engagement or surprise moment to delight a guest. At The Carlyle, many of our guests have been staying with us for decades and over time these guests have become like family, so we truly know them on a personal level which allows us to plan and anticipate their needs before they ever need to ask. We also have many first-time guests to The Carlyle, and we have a tremendous focus on these individuals to get to know them well so that we can provide a personalised level of service to ensure they become loyal Carlyle guests for decades to come.”

Soneva Secret, Haa Dhaalu Atoll

Josje Van Engelen, General Manager: "Exclusive luxury integrated with a personal touch is what makes service great at Soneva Secret. As the first and only resort in the Haa Dhaalu Atoll, our barefoot paradise enjoys an exclusive and remote location with the beauty of nature and an undisturbed marine life which is truly unparalleled. Our island offers 14 overwater and beach villas, each with a dedicated team of three: Your barefoot guardian, your barefoot assistant and your dedicated chef who will prepare delicious meals from all over the world, especially for you. From destination dining to leisure and wellness experiences, we offer a completely personalised stay. Discover the magic of the secret yourselves and create memories that will last for your lifetime." 

The Dorchester, London

Sean Davoren, Director of Butlers: “For me, great service is never saying no to a guest’s request. We always find solutions no matter how tricky that may be. Attention to detail is also a large component of the unique level of service we offer our guests. At The Dorchester, we try to ensure we are anticipating what the guest needs without them having to ask, making their stay as smooth and stress-free as possible. It is important to remember that each person who stays at the hotel is an individual, not a room number.”