What makes a place luxurious, from the first step in?

I never get bored in a hotel lobby! I always arrive earlier for meetings so I can sit down and observe, with a childish smile, all the rooming around!

The ambiance of a lobby is not all about décor, lights, or flowers. 

Is also about the HUMAN Presence and its dynamics! 

The employees set the vibe of the place by handling the guests and interacting with each other in an elegant, efficient, and enthusiastic way.

It must look effortlessly, enjoyable and inviting! Anything different needs adjustments.

Here are some well-cultivated behaviors in the high-end hospitality world, that help create a great first impression, right from the start! 

1. A sense of AWARENESS

Employees act like they own the place and you are their guest.

Always tuned into what’s going on around them, noticing if anyone’s lost, needs help, or is about to ask something.

They are aware of the surroundings, alert, ready to assist, and looking engaging even from a distance. 

2. Everything they do looks EFFORTLESS

Just like swans gliding gracefully across a lake but beneath the water, those feet are paddling like crazy.

You feel like everything you need or wish could be done, and most times by the first employee you meet! Or they will find the best person to assist you. And all with the attitude that you are doing them a favor by allowing them to help you!

3. Making CONVERSATIONS

This may seem an easy one, but in luxury, it goes beyond small talk! 

Employees read cues, pick up on details, and make meaningful conversation. 

The curated conversation where they use the guest’s name, combine closed and open-ended questions to find out preferences, bring value to their visit by offering interesting exploring ideas, relate through personal experiences, and use what they learned about the guest to surprise them with a personalized gesture later.

4. The ONE-STEP AHEAD Approach

I get disappointed when I enter a place of business and I am the first to say “Hello”. Employees must proactively approach the guests, welcoming them, asking “How may I help you?” or discreetly offering “If you need anything, just know I’m right here!”. 

The “Let me! Allow me!” attitude translated into gestures like taking the luggage, showing directions, and assisting with something BEFORE even being asked to!

❗You can think of the “Lobby” as all customer-based businesses: coffee shops, restaurants, bakeries, beauty salons, private clinics, gyms, retail stores, etc.❗

🌟If you are a customer-focused business owner, take another look at your welcoming area and people dynamics!

❓What do you see? (gestures, mimics, posture, words, movements, tones of voice, pace of work, looks exchanged, attitudes when guests are watching, attitudes when guests are not watching (someone is always watching), etc.)

❓What would you like to see?

🤍This is my specialty! I would love to help you convert your “lobby” into a memorable first impression!