The New Luxury – Experience, Not Status
Expert: Bonnie Knutson, Professor at the Michigan State University School of Hospitality Business
In this episode, John speaks with Bonnie Knutson, Professor at the Michigan State University School of Hospitality Business as she provides insights on how the idea of luxury has changed, how to define it in our present time and how every property (regardless of price point or brand) can give its guests a feeling of luxury – a memory, an experience – to take home with them.
Interesting and spot on. To let hotels get more insight in the emotional experience of their service and the hotel as an environment, we have been working on an instrument to assess emotions experienced by guests: http://www.design-emotion.com/2009/07/18/developing-a-tool-to-assess-emotions-elicited-by-services/
Our work will be presented at EuroCHRIE 2009: http://www.eurochrie2009.fi/ next month.
Great video and great message!
Bonnie, that was simply great, thank you. You found the right words to describe the reality and social changes in hospitality industry. Thanks!
Luxury hotels have been going this way for years… from defining it’s “sensory” experience in the spa, to using Green architecture and amenities as a driving force to connecting with your guest’s ideologies and making them feel better about their experience.
The problem of talking with low to mid tier brands is that they can’t differentiate themselves, as per corporate contracts, branding, etc…. you can’t always create a story.
But you can bring the community into it… Lessons from the Hardest Hit …that is another podcast and blog about getting the local community involved with your hotel.. it’s not just about your story, it’s about having the support of your community.
that was a great info. thank you.;-)… I will use it at my property.
I have a similar view and I would like to communicate with Mrs. Bonnie.
What she shared should inspire managers/marketers/ hoteliers to pass these messages to their staff.
I strongly believe that is the best way to differentiate a hotel.
Frantzis
frar@veranoresort.com
I totally agree on it…..
Hospitality, hotels i.e is Feeling, Experience.
Bravo, keep going.