Recently I stayed at the world-famous Ritz Carlton in Kapalua, one of the most opulent and well-managed hotels I have ever had the privilege of entering, let alone residing at for a week. What really impressed me—the incredible views of the Pacific, the bleach-white beaches, delicious meals, and lavish furnishings aside—was the unbelievable responsiveness of their concierge services.
When I arrived, I noticed that my alarm clock was out of order. I picked up the phone, rang the concierge desk, and was greeted by Mr. Johnson, who in less than ten minutes personally delivered a brand new alarm clock along with his sincerest apologies. Somehow, Mr. Johnson transformed what might have been a very bad initial impression into an even better first impression than I would have had without the alarm clock mishap! Throughout my stay, this unparalleled attention to detail in regards to service was constant.
Even at such a renowned establishment, things will go wrong, or will not meet the immediate expectations of a discerning guest. As a guest, I have no problem with this. To expect perfection in an industry that relies so much on personal touch and minute attention to detail is asking to be disappointed. What matters to me after all of my years spent travelling is the reaction, response, and reliability of the people whose duty it is to make things right.
For decades, The Ritz Carlton has been one of the greatest sources of inspiration for my own company, Manilow Suites, the original corporate and short term housing company in downtown Chicago. Whether a business executive has been relocated for a project and will be spending a considerable amount of time in Chicago, or a weekend traveler (well aware of the advantages of avoiding a hotel stay) reserves an apartment with us just for a few nights, our guests can expect an extra layer of service tailored to their individual needs that most hoteliers simply cannot provide. Rather than proffering a single bedroom with very little living space, our guests enjoy the comforts of a fully furnished, finely decorated, spacious apartment in one of ten luxury high-rise buildings of their choosing. With more room to relax, work, or live for that matter, Manilow Suites has more of an opportunity to go the extra mile for our guests.
I am constantly learning from service industry institutions such as the Ritz Carlton and applying what I see to the Manilow Suites model. Above all else, flexibility and responsiveness reign supreme in this business, and are the reasons why the Ritz Carlton is synonymous with exceptional quality. At Manilow Suites, we are true believers in the old saying “imitation is the best form of flattery.” Our guests can expect the same level of service, reaction, response, and reliability as they would at the finest hotel, not to mention a fully equipped kitchen, spacious living room, state of the art electronics, and the feeling of being a local downtown Chicagoan, even if just for a little while.
