Luxury and Hospitality in a Global Pandemic

Luxuries can make a real difference in the hardest of times

For the purposes of this article, let’s agree that Luxury is all about consumer expectations. How we meet and exceed those expectations is how we build our brands. The luxury consumer expects thoughtfulness from start to finish. This attention to detail is all the more important in a world where we can’t share physical space.

As you pivot from brick and mortar to e-commerce, don’t forget to empathize with your customer, and reimagine your offering to suit. Put your brand story and merchandising expertise to work to create experiences that respect the circumstances and transcend expectations.

Punctuality and professionalism are key. Follow up with your customer after the transaction to get their candid feedback. You may find aspects of these experiences that you’ll want to retain in the post-COVID world.

Thoughtful touches
The hard truth is that your guests may be confined to their rooms for most of their stay, but there are many ways to demonstrate care, even when in-person interaction is limited.

Ensure that your entire team is familiar with all safety protocols and procedures, and that they take solemn responsibility for the well-being of everyone who comes in contact with your property. Hospitality is about caring for people, and that includes those who may never have come through your door.

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