The future of hospitality is marked by a shift towards deeper connections and meaningful interactions with both the environment and local cultures. This shift speaks to a growing demand for hotels that go beyond the conventional, offering not just a place to stay but also a rich, multisensory experience.
The aftermath of the Covid lockdown underscores guests’ emphasis on hygiene and safety, and contemporary amenities. What elevates the appeal of their stay is how their hotel can cater to comfort, cleanliness and superior travel experience. This includes access to first-class technology, top hospitality and continuous maintenance and upgrades.
“Guests are looking for something different in a world of endless accommodation choices, most of which tend to offer the same thing,” says Michael Phillipson, general manager at Southern Sun’s Arabella Hotel Golf and Spa Resort. He and The Cullinan general manager, Jacques Moolman, speak on how the hospitality industry is shifting their perspectives to create a guest experience of lasting impressions.
It’s in the tiny details
When travellers of all classes enter a hotel, the general expectation is that their luxury stay will offer more than just opulent surroundings. “High-end travellers are constantly looking for personalised experiences that offer quality, exclusivity and, in some cases privacy,” says Michael.
Jacques explains how, through his experience at The Cullinan, guests appreciate personalised touches, such as beautifully presented platters or a perfectly prepared room, to discern whether their stay is worthwhile. “These small, thoughtful gestures go beyond convenience — they are designed to forge emotional connections and turn a simple stay into an unforgettable experience,” he says.
But what about the cost? Surely top-class hospitality means reaching deep into your pocket? Jacques explains that hotels create stay bundles, such as high-end dining with a nightly rate, to allow guests an all -inclusive luxury stay that emphasises hyper-personalisation and convenience.
Innovating with technology
In the digital age, technology has also become an integrated part of hospitality. Michael explains how they, like many other hotels, use technology to create a unique virtual experience of the hotel before guests arrive. This way, guests can explore the grounds and facilities before they make their booking. They may also feature digital concierge services, smart device integration and seamless room connectivity. Many hotels with state-of-the-art conference rooms will also feature top class digital equipment and technology, such as environmentally friendly air conditioning, so guests can enjoy their stay with a clean conscience.
Committed to Excellence
As hotel guests seek more personalised experiences — a home away from home —the industry is shifting its perspective towards “delivering tailored, high-quality stays”, says Jacques. “Through continuous innovation and commitment to excellence, we aim to create unforgettable, personalised experiences that resonate with our guests.”
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