Who doesn’t love a luxury hotel breakfast? Photo: Freepik.com
Who doesn’t love a luxury hotel breakfast? Photo: Freepik.com
Daniel Langer
Opinion

Opinion

Daniel Langer

Why luxury hotels and restaurants fail to deliver memorable experiences: million-dollar real estate and Michelin-starred food don’t make up for generic customer service

  • Luxury brand audits reveal hospitality groups rarely go beyond ‘category experiences’ – providing world-class service that isn’t unique enough for customers to return
  • The best fine dining can be likened to a theatre play, with each ‘actor’ playing a role to create a ‘target emotion’ in the brand story that can’t be found anywhere else

Who doesn’t love a luxury hotel breakfast? Photo: Freepik.com
Who doesn’t love a luxury hotel breakfast? Photo: Freepik.com
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