Adrián González is General Manager at Sol Varadero Beach Meliá Hotel in Cuba.
In the first place and taking into account the current situation, we start by asking how you are… How are the spirits in the hotel sector?
The spirits are very good. The recovery after the pandemic is evident and the simple fact of being able to receive clients is a satisfaction.
If the spirits were not good, what kind of service would we provide?
It is important to be positive and at the same time keep your feet on the ground.
How is technology helping you right now?
Technology in our industry is constantly on the move. There is the visible by the client and the invisible. The first helps us to communicate and market ourselves and the second to improve processes that will ultimately benefit it. Both necessary and vitally important.
What do you do to improve the experience?
- First of all, we do everything possible to guarantee the well-being of the staff and a good working environment. This is critical. It is important that the whole team row in the same direction, at the same pace and seeking the same goal. We are all protagonists.
- Secondly, we must respect and be faithful to the brand’s standards and procedures, adapted to the culture and traditions of the place where we find ourselves.
- On the other hand, we like to always be in contact with the client and learn about their tastes, preferences and concerns. At the hotel we have the figure of the Guest Experience, who collects all possible information during the guest’s stay and is responsible for creating experiences and memories. This person could not do all the work alone, so all employees are clear that we have to contribute our grain of sand to the process (in my opinion, we should all have a Guest Experience inside).
To give an example: knowing how much sugar the customer likes in his coffee
How do you retain customers in the sector?
Our company has a loyalty program that offers exclusive benefits for its members.
In our case, the level of repeat customers is quite high and we are clear that every detail adds or subtracts, but the factor that makes the most difference is the treatment offered and the personalization of the service.
Are you optimistic about the future of the sector? How do you see the future?
Of course. We must focus on guaranteeing quality and sustainable tourism. Personally, I am very optimistic about the future.