Can the Design of Guests Experiences be Copied?

This article has been posted on March 22, 2010 on Hospitality Net website by Osvaldo Torres Cruz.

Differentiation is one of the main way to be well positionned on the market and is a major competitive advantage. It is a fact that hotels tend to copy services that are successfull for competitors.

The article deals with the specific experience of a guest while staying at a specific hote. If he ever has a wonderful experience, could it be also copied by competitors??

According to me, I do believe, just like the author does, that experience is linked to feelings and unmaterial things. It is more linked to the empathy, the service quality and so on that could make the experience being unique.

Therefore I would say that it cannot be copied. It is linked to an environment, to a specific place and the services it provides, linked also to the staff and the empathy they are capable of.

Hotels Uses Language To Change Service Culture

This article has been posted on March 9, 2010 by Adam Kirby.

As far as I am concerned, I found it pretty interested since it deals with a new service vision and vocabulary.

It actually seems crazy: the idea is that in this hotel -the Glenn Hotel located in Atlanta- they have chosen a specific vocabulary for each job of the personal member, so that it would valorize the staff, their part in the hotel management and the value of the service they offer.

For instance they call housekeepers "designers", considering they are preparing the future stay and well-being of the guests.

On the one hand it could seem strange and not valuable at all, but considering it from an other point of view, it cold actually create a new consideration for staff members, and more 'funnier' way to see the big picture that is a hotel employees team.