The idea of increased personalized service and experience holds particularly true, not to mention most challenging, in the luxury boutique sector. The typical luxury hotel guest tends to be more demanding and certain of what they want and expect. As the majority of hotels that fall into this category are owned or operated by individuals, it becomes a delicate balancing act between running a profitable enterprise whilst delivering a quality product and service. Not always the easiest of tasks to perform and in many cases requiring the owner to take a more active role in the day to day operations of their property.

Extremely important in delivering exceptional guest service is knowledge. The knowledge of what the guest requirements and needs are prior to their arrival and how best to meet them. In an effort to learn more about our guests and to ensure our hotels meet if not exceed guests' expectations, Small Luxury Hotels of the World recently launched a true Customer Relationship Management program, "The Club", focusing entirely on delivering as much information about our guests to the member properties as possible. Guests in the luxury market expect higher levels of personalized service and "The Club" allows Small Luxury ...