Business World |
March 2015
208
By closely observing the behavior of their
guests – from the types of drinks they like to
the types of services they prefer, information
is collected – and then shared –Quinones
and his team use the power of technology to
further enhance old-fashioned hospitality
techniques.
“Let’s say that you stay at the hotel and you
came to the bar last night and you loved
the Capella Margarita, since you drank 3-4
of those,” he explained. “This gets recorded
into the system as a guest preference. The
next day, when you are at the pool, the soft-
ware allows the pool attendant to know that
you loved the Capella Margarita, so he can
certainly offer it to you as recognition of one
of your preferences, since the pool attendant
has the information readily available.”
“Because our main focus is personalized ser-
vice, our staff and our personal assistant are
crucial in our ability to execute service geared
towards the guest preferences already identi-
fied before our guest even asks for it. That’s
what really makes it special, as it makes the
guest feel valued and ultimately creates loy-
alty.”
