Miguel Ángel Gálvez is General Manager at Hotel Duquesa de Cardona Barcelona and Duquesa Suites.
In the first place and taking into account the current situation, we start by asking how you are… How is the mood in the hotel sector?
We are really very happy to have left this damn pandemic behind, recover all the staff and see the hotel full of life again, it has been two very hard years, but luckily, we can say that Barcelona remains a benchmark and fills us with satisfaction to see tourists on the streets again and the sector more alive than ever.
How is technology helping you right now?
During the pandemic we decided to update ourselves and become as digital and sustainable as possible. We are in a digitization process with new projects that will help us meet our zero paper goal. In addition, new technologies help us to have much more fluid communication with our clients, knowing in real time what happens in our facilities to be able to solve the queries of the guests as quickly as possible.
What do you do to improve the experience?
We take the satisfaction of our guests very seriously and we listen to their suggestions, for example, we realized that our customers demanded to be able to watch a variety of content on television in their language, so we implemented a ChromeCast system on all our televisions through So that they could watch their favorite platforms in the comfort of their room, thanks to that, we have managed to improve customer satisfaction.
How do you retain customers in the sector?
Our philosophy has always been to have as much contact with the customer as possible, all hotels offer beds or Wi-Fi connection, but what in my opinion really builds loyalty is human treatment, our guests demand personalized attention and we are proud to say that At the Duquesa Collection hotels we are always one step ahead so that your stay in one of our hotels is an experience that you will remember forever and that you can recommend to your friends and family without fear.
Are you optimistic about the future of the sector? How do you see the future?
I am an optimistic person by nature, but it is true that there are a series of variables that make us be cautious, we have left behind a very hard pandemic and we have linked it with an armed conflict at the doors of our homes and a possible economic crisis and energy, even so, I dare to say that 2023 will be a year of stability in the hotel sector and that it will give way to a 2024 of growth.