How Luxury Travel Informs Our Business Model
Over the last 10 years, I’ve deeply researched the psychology of luxury, hospitality, premium services, and concierge care (and how they relate to relationship-based business models).
The reason these five-star models are sought after isn’t just because they’re considered elite and fancy. It’s due to a few specific qualities that cannot be replicated without people implementing the model.
True luxury, by nature, is an authentic experience. It comes with genuine care for the experience, which comes with a human attention.
True luxury ultimately means: human thinking and human engagement.
It can’t be outsourced to technology (although tech can enhance aspects of hospitality/service, certainly). It cannot exist without real people and thoughtfulness considering every touch point.
Concierge care is effective because…
1) It requires human engagement that allows for high attention to needs yet discretion and privacy. Intuition, emotional intelligence, and deep training establish this.
At the end of the day, human attention is the most expensive resource. It always will be. And it’s going to get far more expensive the more tech is being used for external engagement.
2) These models preemptively anticipate the needs of their guests and clients. Personal preferences are noted, details are scoured over, and thoughtful gestures are integrated. Your favorite flowers are in your suite, your favorite bottle of wine chilled, with no requests made. They deep dive to understand what makes an experience exceptional, and they aim for astonishment vs services rendered.
Luxury means someone sees you and they are attentive to your needs and wants. The empty coffee mug disappearing without you noticing. The music level just right. The sensory experience walking into a lobby, shop, or rental home. Every detail considered with the client in mind. It honors the investment and the relationship.
This is why my business model focuses on concierge care, and it’s why I will always invest in premium hospitality. If it’s done right, it’s more than worth it for the result.
This is why my business model focuses on concierge care, and it’s why I will always invest in premium hospitality. If it’s done right, it’s more than worth it for the result.
Your Concierge Business Consultant,
