8 minute read
The Business of Crafting Experiences
By Regent Hong Kong
What luxury travellers are seeking in 2024 and how an iconic Hong Kong hotel reenvisions the guest experience
What is trending for luxury travel in 2024 and what kind of experiences are most sought after?
As per the 2024 Virtuoso® Luxe Report “travelers are increasingly demonstrating a committed sense of adventure and urgency for once-in-a-lifetime experiences in far-flung locations ” The annual Luxe Report highlights consumer preferences and upcoming trends in high-end luxury travel For this year’s report and travel predictions, global luxury and experiential travel network Virtuoso surveyed its travel agency members and advisors across more than 50 countries.
In the report, Japan is at the top of reemerging destinations. Travellers also want to rediscover Southeast Asia, with Thailand and Vietnam on many ‘must-see’ lists in 2024. With this renewed global interest in Asia, hopefully Hong Kong will also reap the benefits as both an in-demand hub and stop on multi-destination travels in the region.
A focus for many is the value of time and the significance of how and with whom we spend it Amongst the top trends and motivations in luxury travel for 2024 are celebration travel, family travel (with immediate family) and multigenerational travel Despite inflation and global unrest, clients of Virtuoso travel advisors still plan to pursue their travel aspirations and are willing to pay for new experiences, with more than half of advisors surveyed expecting travel demand and spend per trip to increase this year
Accordingly to a recent Deloitte article on the future of luxury travel, “Despite the rise of online research and travel bookings, high-end travellers are turning to luxury travel agents for unique and hassle-free travel experiences Customer demand for one stop solutions is also leading to cross-brand alliances enabling unique and comprehensive experiences.”
“Luxury travellers place a much higher value on experiences today, and hotels are essentially competing with destination management companies and tour operators in this regard,” shares Peter J. Bates, Founder and President of Strategic Vision, a New York based global marketing and communications firm for leaders in luxury lifestyle, travel, and hospitality He adds, “Travelers may also be less willing to spend extravagantly on F&B and other hotel services Today’s luxury consumer has a different mindset; their expectations have changed Hoteliers are wise to expand their product offering by curating experiences for guests to capture more of that spend No longer just booking great restaurants and arranging transfers, today’s concierge must be creative and prepared to work with hotel guests to develop memorable moments ”
Meanwhile in a recent Forbes “Travel Trends 2024 Report”, a top travel trend is deep and meaningful travel –connecting with local communities, learning about local cultures and harnessing authentic experiences While another trend relates to ways advances in technology and artificial intelligence can aid the hospitality sector. While there is no substitute for personalised service for a truly meaningful guest experience, technology and AI can play an effective role for guests and staff in interactions requiring a less human touch, such as expediting various housekeeping requests.
So, what are luxury hotels in Hong Kong doing to address these trends and bring experiential travel to life?
While Peninsula Hong Kong ‘reimagines the timeless glamour of travel in modern Asia’ with its holiday train car and helicopter Fly & Dine experiences, and Rosewood Hong Kong offers ‘wellcations’ at Asaya Spa for its health-conscious guests, we take a deep dive into the operation of the newly relaunched Regent Hong Kong to discover how it is curating immersive experiences that connect to the destination and meet the expectations of its discerning guests.
Having reemerged from the biggest transformation in its history, the reimagined Regent Hong Kong, is redefining how a heritage hotel with generations of collective memories, especially in the local community, resonates with the modern luxury traveller
In an interview with CNN, Regent Hong Kong’s Managing Director Michel Chertouh shared “We are very proud of our legacy, but we aren’t hostage to it We are moving into the hospitality of today and tomorrow ”
The hotel’s November 8 2023 Grand Opening marked a major milestone in that direction for Regent Hotels and Resorts, part of IHG Hotels & Resorts Luxury and Lifestyle portfolio, which aims to firmly re-establish the Regent brand at the forefront of modern luxury. Its goal – to once again be a pioneer in ultra-luxury hospitality, as Regent Hong Kong was when it first opened in 1980.
The physical transformation of the flagship property by Hong Kong-born design visionary Chi Wing Lo has seen the hotel reimagined as a tranquil haven on the harbour with a design that celebrates the “Beauty of Contrast” with serene interiors juxtaposing the spectacular harbourviews. It is an oasis where guests can recharge and feel revitalised, removed from the frenzied pace of city life, enveloped in an ambience of discreet luxury with immersive experiences But besides the striking new design, how does the Regent Hong Kong team bring this vision to life?
As per Michel Chertouh, “One key ingredient is attention to every detail and touch point – from design to service – in a discreet manner.”
It starts with Regent brand hallmarks which include Personal Havens – intimate spaces in guestrooms and dotted throughout the property from The Lobby Lounge to Regent Club and the Pool Terrace, where guests can savour precious moments crafted by Regent Experience Agents.
Pre-arrival, guests are contacted by their Regent Experience Agent, one single point of contact who handles all logistics, special arrangements and requests, including curating bespoke Hong Kong experiences in the hotel and around the city Guests can choose their preferred communication platform There is also a RegentChat App
Meanwhile the hotel‘s Regent Service Centre, a 24/7 call centre for internal and external guests, works behind the scenes to ensure a seamless experience In guestrooms, there is no keypad on the phone It connects directly to the Regent Service Centre for one-stop assistance
Heading the Regent Service Centre is Joyce Lai, a veteran of the hotel since the original Regent days. Joyce shares, “We are a seamless liaison connecting guest enquiries with our Regent Experience Agents. We use a variety of technology platforms to help us manage restaurant reservations, guest history, in-room dining, track guest enquiries and much more. As a Regent flagship property, we are the first to launch this one-stop Regent Service Centre.”
She adds, “I remind my team that service is created by people, and what makes Regent Hong Kong successful is its people. With empathy, we try to understand our guest’s perspective; and with the help of innovative technology (behind the scenes), we aim to serve our guests better and offer a very personalised level of service We go that extra step and notice even the smallest details ”
But how do you teach the art of five-star service and “crafting experiences” to a new generation of young hoteliers? The hotel has extensive in-house training programmes and online learning opportunities available for all employees The team also undergoes training of rigorous service standards with the goal of regaining its Forbes Five Stars, following the hotel’s major transformation and rebranding Michel Chertouh shares, “Our service philosophy is ‘on your terms’ There is a natural flow and a sense of calmness that radiates through the entire guest experience ”
At the hotel’s Dining Destination, each restaurant has been reimagined based on three key pillars –reinvented, innovative and immersive. Every aspect of the culinary journey is curated. At The Steak House, in addition to the bespoke selection of the world’s finest beef, guests have a choice of chef quality Nesmuk knives; and the mustard is made from scratch. At the two MICHELIN star Lai Ching Heen, a tea sommelier introduces a curated menu of the finest Chinese tea leaves to compliment Executive Chef Lau Yiu Fai's refined Cantonese dishes, elevating the overall dining experience. At Qura, the hotel’s new destination bar, a menu of rare spirits has taken two years to curate, as has the eclectic décor, reflecting the exotic collectables of a worldly connoisseur.
As per Michel, “Each experience is one of discovery – showcasing artistry, craftsmanship and a touch of decadence, with inspiration from Hong Kong’s rich heritage and culture ” The ambience envelops you in discreet luxury with mesmerising views of Victoria Harbour and the Hong Kong skyline
Guests-in-residence in harbourview rooms feel a unique connection to Victoria Harbour from windowfront daybeds and oasis baths overlooking the city skyline, enhanced by experiences from a curated Bar & Bath Menu The exclusive Regent Club is a luxurious residential retreat with indulgent breakfast, afternoon tea and evening cocktail experiences. As the sun sets, “Day-to-Evening Rituals” are mesmerising experiences – the lights dim to magnify the harbourview, the playlist changes, staff emerge in chic evening uniforms.” This is Regent Hong Kong at its most magical time.
More than a place to stay, it’s a destination for discovery and immersive experiences.
It’s a serene haven that uplifts your soul as you gaze over one of the world’s most mesmerising views It’s all about how it makes you feel, which is priceless
About Regent Hong Kong
The reimagined Regent Hong Kong is a majestic haven on Victoria Harbour with 497 guestrooms (including 129 suites), designed by Chi Wing Lo as Personal Havens of serenity Experience mesmerising harbourviews, decadent dining at six exceptional venues, events that create lasting impressions and personalised service on your terms Discover more at https://hongkong regenthotels com/
