| | 8 TRAVEL AND HOSPITALITY TECH OUTLOOKNOVEMBER 2024CXO INSIGHTSBy Ignacio Daponte, Hotel Manager, Sonesta HotelsTHE POWER OF ACTIVE LISTENING IN THE HOTEL INDUSTRYIN MYOPINIONElevating Luxury Service for the Modern Guest In hospitality, a single impression can turn a guest into a loyal visitor or lead to a one-time stay. Today, guests want more than accommodations; they seek personalized experiences. Active listening--fully engaged, empathetic communication--has become central to delivering luxury service and making each stay memorable.What Active Listening Means to MeActive listening involves more than just hearing guests; it's about engaging with their needs through verbal and nonverbal cues, asking open-ended questions and responding with empathy. By practicing active listening, my team and I anticipate what guests need, often without them having to ask directly.In luxury hospitality, this goes beyond fulfilling requests. We focus on creating genuine connections and tailoring each stay to make guests feel truly valued. This commitment to personalization has become the cornerstone of my journey in hospitality.Why Active Listening is Essential for Today's Luxury GuestsLuxury service has shifted from simply meeting standards to fostering real connections. Guests now want more than a comfortable stay; they want emotional connections and lasting memories. Whether they're staying at a renowned hotel in Paris or a boutique resort in the Maldives, they expect us to listen closely and cater to their needs.Lessons from My Experiences across the GlobeFrom Buenos Aires to Beverly Hills, each city has taught me something new about the importance of listening.In Buenos Aires, guests valued warmth and familiarity. Active listening meant making them feel at home by remembering small details like their favorite wine or greeting them warmly with a "Welcome back." These gestures made guests feel like family, rather than just visitors.In Beverly Hills, expectations shifted. Guests often sought privacy, efficiency and discretion, so recognizing subtle cues was essential. A small comment might carry large expectations. By tracking these preferences, each interaction helped us tailor the experience to the guest's needs.In Isla Margarita, many guests craved relaxation and privacy without explicitly asking. A casual remark about needing peace hinted at opportunities to offer experiences like secluded dinners or private beach yoga. In this way, we created unique experiences just by noticing what was left unsaid.Then there's Miami Beach, where guests appreciated wellness, nightlife and exclusivity. Here, listening allowed us to tailor each experience, from arranging VIP access to Miami's nightlife to setting up private spa days. Each interaction became an opportunity to make the stay feel both memorable and seamless.Building Genuine Connections through Active ListeningUnderstanding Subtle PreferencesListening closely helps us catch subtle cues. A brief remark, a sigh, or even a simple request can say much more than what's directly stated. For instance, a request for extra pillows might indicate a need for more comfort, prompting us to offer additional amenities. By reading between the lines, we show guests that we value their comfort and understand their needs.As an accomplished hospitality leader with a passion for excellence, Ignacio Daponte brings a wealth of international experience and an in-depth understanding of the luxury market to the table. His journey in the hospitality industry has taken him through prestigious Forbes 5-star properties across diverse locations like Buenos Aires, Beverly Hills, Hollywood and Miami, empowering Daponte to thrive in dynamic and multicultural settings.Ignacio Daponte
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