Hotel within Hotel

A hospitality leader talks about the importance of club lounges in today’s scenario

With the rise in focus on privacy and exclusive experiences, members-only niche spots are popping up all over the globe. Be it airlines, hotels, banks, airports, and now restaurants and bars, all have a clique club serving members and patrons. These exclusive clubs certainly carry a price tag but those who value these experiences don’t mind spending a few extra bucks.

When one talks about exclusive and elite clubs, a few things come to mind - opulent ambience, spectacular views, fabulous food and drinks, and a great vibe. The reasons for being a club member may vary, some guests may opt for these for luxury and networking, others may choose it for exclusivity to conduct private business meetings or some may prefer these for personalised service that helps them unwind and reform their wellbeing. Some members dish out extra currency to enjoy these experiences and a lucky few get complimentary upgrades and get a glimpse of this elite world.

The hospitality industry realised the importance of exclusive spaces early on and the concept of the club floor rooms and lounges originated. Combined with a premium lounge, meeting space, business centre and an exclusive reception, the club universe is often called a - hotel within a hotel.

Usually situated on higher floors with unparalleled views, club rooms are more luxurious and opulent. Staying in a club room encompasses a plethora of benefits such as upgraded bathroom amenities, premium minibars and additional features like espresso machines and high-end Bluetooth speakers. Since access to these floors and the club lounge is restricted, guests can enjoy their stay in absolute tranquility. Whether one is travelling for work or leisure, standing in a queue at the reception of a busy hotel is something these guests can ill afford. The personalised service ensures express check-ins in the rooms or at the club lounge.

The elite club lounge generally features sweeping views of the landscape, a dedicated breakfast area for the discerning traveller, complimentary premium drinks, afternoon tea, a dining area to dish out a la minute delicacies upon request, a small library and 24-hour service for the elite few. Additionally, guests can also enjoy a boardroom for private meetings, express laundry and a personal concierge.

At Shangri-La, we understand that true luxury means quality time well spent. Whether travelling for business or pleasure, the Horizon Club offers an unparalleled level of personalised service.

Guests enjoy the Horizon Club’s unique spirit of genuine hospitality – with benefits including bespoke holiday and business planning from your personal concierge, as well as exclusive amenities and services including private and late check out options and an executive arrival service. Guests will also get access to the private Horizon Club Lounge which features daily breakfast, premium beverages and canapés, wifi and suit pressing as well as a selection of meeting facilities. The lounge is an ideal sanctuary after

RAKESH SETHI GENERAL MANAGER, SHANGRI-LA BENGALURU

a hectic workday for a business traveller and a perfect place to unwind and relax with loved ones over coffee and conversations on a holiday.

Customer loyalty has been a buzzword in the hospitality industry since time immemorial. It has become more relevant than ever in the prevailing business scenario. When the customer has a plethora of choices, personalisation makes all the difference. Club universe then becomes even more crucial as it can be instrumental in delivering memorable and bespoke experiences. In the true sense of the word, at times, one needs to ward off competition to secure business.

Addressing the customer by name, ensuring their preferences are fulfilled, providing a memorable arrival and departure experience are some of the ammunition in the Club floor operating team’s arsenal that can help them win this battle.

Human evolution over the years has taught us that the only thing permanent in the universe is ‘change’.

Customer expectations are ever-changing with the influx of social media. Guests want more memorable experiences and Instagrammable moments to post about. The key here is to go above and beyond, elevate already enhanced service standards, create joyful moments for guests, each and every time. After all, a delighted guest is a loyal guest. BTI