In focus: The Chedi Muscat
2 years ago by Usman Ghani
In an interview with CustomerService.ae, Thomas Guss, General Manager at The Chedi Muscat explains how they put human values first and their focus on training staff on emotional intelligence for 2022. He also speaks about how their service starts at the airport and lasts till the guests check-out.
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“WE PLAN ON PROVIDING MORE BESPOKE, PERSONAL AND AUTHENTIC SERVICES THAT ARE RELEVANT TO OUR GUESTS”
Q: Tell us a bit about The Chedi Muscat and what sets you apart from your competitors in the hospitality sector?
Thomas: Since 20 years, The Chedi Muscat is an iconic luxury hotel, the clear positioning never changed over the years. We drive the highest repeat guest ratio I ever experienced in my entire career. We do not try to be the luxury hotel for all guests and segments, we stay true to ourselves, which sets us apart from our competitors. We react faster than our competitors that are submerged with SOPs and centralized decision making process that are not always in the benefit of each individual hotel owner and the clients.
Q: Can you highlight some of the facilities and amenities that you provide which enhance the guest experience?
Thomas: Our journey starts at the Airport with a smooth Airport arrival experience with our Partner Prime Class waiting for you with a buggy to assist you to exit the airport and our driver awaits you with our brand-new fleet from Range Rover and Jaguar. In addition to our two beach front pools, our third pool is one of the longest pool in the GCC facing the Sea. Our private tour guide will customize for you bespoke tours to discover Oman. Our awarded SPA will ensure your full relaxation and reenergize your body and soul.
Q: Please share with us the customer journey at your hotel from the moment a guest enters till they check-out?
Thomas: Guests are seated in the Lobby while a welcome drink awaits them. Every guest is escorted to their room with a small tour of the hotel. Our Suite Guests enjoy free Mini-bar, free Laundry, and complimentary access to the Lounge. Multiple venues are offered to our guests with different type of cuisines.
Q: What is your philosophy when it comes to ensuring customer happiness?
Thomas: Engagement, emotional connection and focus on details.
Q: What feedback mechanisms do you have in place and how do you deal with negative feedback from your guests?
Thomas: Putting the human values first, focusing entirely on human response, with intellectual and emotional connection. We monitor daily & monthly positive and challenging feedback to improve our guest response and become more proactive.
Q: Do you offer online customer support and is this support 24/7?
Thomas: Not at this moment but we are looking at this option in the near future.
Q: How are you incorporating the latest technology to make the customer experience better?
Thomas: Technology has its limits and must be suitable for your targeted audience. Guests like to be connected with high-speed internet and have the capacity to download fast or watch a movie with no interruption. We provide this service free of charge.
Q: In light of the ongoing Covid-19 pandemic, what are some of the changes and safety measures in place at your hotel?
Thomas: First, all our colleagues are vaccinated, trained, and certified by an outside company. The safety of our guests and colleagues is our priority. We provide hotel disinfection, masks, gloves and all the rooms are sanitized after check-out. For the comfort of our guests, our Hotel Nurse provides PCR Tests which are conducted at the hotel.
Q: Do you have any staff training programs in place and what key soft skills do you focus on?
Thomas: For 2022, our main training will be on how to develop emotional intelligence, focus on energy management technology and promote diversity.
Q: How do you plan on making customer experience better in the future?
Thomas: We plan on providing more bespoke, personal and authentic services that are relevant to our guests. We have carefully chosen our partners that share common brand values to accomplish this goal.
About Thomas Guss
Thomas is an accomplished hospitality professional with over 30 years of experience in the luxury hospitality industry. He efficiently worked his way through various roles in the industry from being the Director of Food and Beverage to the Director of Sales and Marketing, allowing him to gain an all-rounded hospitality experience.