Omer Acar runs a few of the most old-school luxurious resort manufacturers on the planet, in Raffles and Orient Categorical, however trying forward, he is occupied with transfer with the instances. The reply: Companies over items.
The present era of high-spending resort company don’t care about your thread counts, fruit baskets or pillow goodies, says the CEO of certainly one of Accor’s most ornate resort manufacturers. Raffles boss Omer Acar states that repeat enterprise in luxurious hospitality is achieved via intangible, romantic metrics akin to personalization, respect and appreciation of ones’ time.
“I outline luxurious as time – the time that you simply don’t get to spend with your loved ones or give your self,” stated Acar on the Skift International Discussion board 2023. “You’ll be able to’t recreate that. So in terms of hospitality, the company who come to our motels, they’re investing their time. In order that’s essential.”
Earlier than turning into CEO of Raffles and Orient Categorical (which is now shifting into motels and mega-yachts), Acar was a regional MD inside Qatar’s Katara Hospitality firm, which owns august motels akin to The Plaza in New York and the Peninsula in Paris. He has additionally been GM of the Ritz Paris.
Whereas these are a few of the most lavish motels on the planet by way of interiors and furnishings, Acar is now leveraging his expertise to usher in a extra software-driven method at Raffles and Orient Categorical.
He stated: “Time and need to return again, that’s how I outline luxurious.”
“Luxurious has actual construction and substance in its supply. It’s not simply high-thread-count bedsheets or crystal glassware, in any other case you can simply be a museum. I name it the ‘Mona Lisa Impact’: You’ve seen it, it’s nice, however you’re not going to return again.”
“We want individuals to return again to our motels. To try this, you want your crew to have interaction with them. Folks don’t return to motels as a lot as they return to see a specific workers member.”
Tapping Into His Harrods Days
When portray an image of the way forward for hospitality, Acar stated the trade ought to look to high-end retail for inspiration. Acar was beforehand director of meals and beverage on the legendary Harrods division retailer in London, additionally owned by the Qataris.
Acar defined: “Luxurious retailers are focusing increasingly on experiences. I used to be procuring with my spouse and youngsters, and I went to a really well-known store: Dior. Instantly, a magician got here and took our son, to verify we had extra time to go searching and fewer time worrying about our son operating round. Expertise is necessary. By means of my years at Harrods it was related. Luxurious retailers promote the dream, however we [as hoteliers] ship the dream.”
“Luxurious goes extra within the path of personalization. There are particular issues hoteliers do, and we marvel why. Chocolate on the pillow, or the fruit basket within the room. We’re going again to the drafting board on these kinds of issues, do they actually make sense?”
“Expertise, whether or not retail or hospitality, is the place luxurious goes.”