8 CALIFORNIA LODGING NEWS www.calodging.com COVER STORY care for you,” is the message hoteliers should strive to deliver to their guests, said Wali. This notion of belonging and care is where special memories are made. Magic Castle Hotel’s reputation has been built around such personalized service. “It’s okay to take baby steps, one guest at a time,” encouraged Ross. “You don’t have to completely turn the ship around on day one, but just start—make the big offer. A clear example is if somebody calls down and asks what time our breakfast closes? Our answer is it closes at 10:30 a.m., but we’re happy to keep it open for you personally.” Ross explained that in 21 years, only three people have taken them up on the offer. The goal is to foster opportunities for personalized service that creates memorable experiences. “This is what leads to more successful properties and true guest loyalty.” At its core, guest satisfaction is driven by the human element. While technology continues to enhance convenience, it’s the personal touches—the warm greetings, the thoughtful gestures, and the empathetic responses—that create lasting memories. “Make the big offer,” Ross said. “Even if only a few guests take you up on it, the impact is profound.” Continued
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