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LUX* Resorts have risen to the top of their industry by prioritizing one goal: creating the most unique, luxurious and delightful experience possible for their guests.
Catch this exclusive interview with Ron Kaufman – featuring LUX* CEO Paul Jones – and discover how LUX* has succeeded by building a culture of shining customer service.
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Below is an Autogenerated Transcript
Ron: One of the biggest evolutions was the invention of the LUX* brand from Naiade, and that was back in an era when the global financial crisis caused the business to almost go bankrupt. A huge transformation was needed and out of that need, you created LUX* Shining Service. Would you like to talk about that a little bit in the background?
Paul: Well, back in the day, Ron, when we first started with the LUX* transformation, we actually didn’t have much money. We were, I wouldn’t say, on our knees, but we were pretty close to it. So therefore, not being able to invest back in the properties, the hotels meant that the usual reaction from general managers is to complain, “Oh, my property is tied.” Oh, this, oh, that. They use that as a reason for other problems. Therefore, what we said is let’s figure out what we can control. What we can control is the quality of what we deliver, and the service. Service is paramount because that’s what people want.
That’s what the customer wants. They want a very special service when they’re on vacation. Especially when they’re on vacation.
Ron: You invented them, the reasons to go. In fact, you invented an entire VPV focused on this issue of time. Yes, well, time is precious and time is certainly not infinite. It’s finite. So therefore, recognizing that, we saw that people were paying to give us their time, and therefore we put forward the notion to our team members that if people are coming from so far away from Europe, 10-11 hours traveling here, tired, costs a lot of money, the ticket, the hotel, everything.
They’re giving us their time. Therefore, how do we make their time the best time, and let them feel that it’s been a worthwhile journey and they will want to repeat it time and time again.
Ron: So the vision evolved. We make each moment matter. Then it became the culture of the organization, even to the point of new people being called “Luxified”, when they fully understood and started to embody that way of being with each other and with guests, we make each moment matter.
