Sunday, March 17, 2024
Upendra Gulrajani, the visionary behind NextGen Hotels & Resorts and its current CEO, has unveiled his latest work, “Customer Centricity in Hospitality.” This publication brings to light a hands-on guide for enhancing guest satisfaction within the hospitality realm. Drawing from his rich background in the industry, Gulrajani imparts essential insights, anecdotes, and guidance aimed at boosting guest contentment. The book is designed to resonate with a wide readership, demystifying the concept of customer focus and illustrating it as a deliberate strategy to fulfill guest needs and amplify their overall contentment.
In his work, Gulrajani presents the concept of putting customers first by leveraging real-world examples from the hospitality sector. He spotlights several leading establishments like LEVA Hotels and Resorts in the UAE, Cygnett Hotels and Resorts in India, AGA Hotels, and Wabi Sabi Stays. These examples underscore how prioritizing guest satisfaction enables these brands to shine in competitive landscapes.
“Customer Centricity in Hospitality” delves into the critical importance of centering business practices and decisions around the guest experience. Through narratives from these select hotel brands, Gulrajani demonstrates how focusing on guest requirements can lead to notable achievements, including LEVA’s distinguished ranking on TripAdvisor among Dubai’s hotels for a significant duration.
The publication also highlights the significance of human interaction in service delivery, urging companies to forge personal connections with their guests. It advocates for ongoing staff development to perpetuate a culture that consistently places guests at the forefront.
Gulrajani, with a storied career that includes key positions in hospitality in India and North America, contributes a vast array of knowledge to this book. His contributions to the field have been acknowledged with several awards, including the Man of Excellence Award in 2023, the Entrepreneur of the Year Award in 2022, and the International Achievers Award, underscoring his impact on the industry.
His dedication to refining the guest experience shines through the pages of the book, positioning it as a roadmap for cultivating deep and enduring relationships with customers. Gulrajani states, “The most memorable victories in hospitality stem from a deep understanding and appreciation of our guests’ experiences. This publication mirrors that ethos and serves as a beacon for those committed to making customer satisfaction their cornerstone.”
“Customer Centricity in Hospitality” is poised to arm its readers with the strategies necessary to revolutionize their approach to service, inspiring hospitality ventures to prioritize customer loyalty and convert guests into champions of their brand.
Saturday, March 16, 2024
Sunday, March 17, 2024
Saturday, March 16, 2024
