Rolph Schmid: "Our teams work tirelessly to offer our clients a memorable experience"
What is the significance of the year-end festivities for Ninety-Six Hotel Collection, and how does this period differ from the rest of the year?
While business travelers staying in our four City Hotels head home to celebrate the holidays with their families, our focus during this festive period remains on our loyal Mauritian clients. They gather with colleagues and/or family in our establishments to celebrate the end of the year. Our offerings must be both attractive and accessible to this clientele.
The festivities kicked off on October 25 with various corporate event packages. Then, we have our special offers for Christmas and New Year's Eve. As these celebrations revolve around generous buffets, menus, and brunches, our holiday menus have been carefully curated to offer a variety of dishes featuring seasonal local products, along with traditional festive specialties.
How does your team plan communication campaigns to attract customers during this festive season?
It is, above all, a team effort. From one year to the next, our teams brainstorm to analyze what worked or didn’t work in the previous year and set new goals for the upcoming one. The festive period is planned as early as March in collaboration with the relevant teams and the communication department. Once the concepts are defined, menus created, and prices set, the communication team takes over to bring these concepts to life.
Once the visuals are finalized, brochures printed, and content adapted for various platforms, the campaign can be launched. We prioritize our loyal customers, but the real challenge is reaching those who wouldn’t usually think of us. Adapting and aligning our strategies with our target audience's expectations while also attracting new customers is key. Communication is a service-oriented profession. Creating connections, building bridges, and fostering engagement—that's what makes it exciting!
How do you manage the high expectations of customers during this crucial period?
Today, our guests expect a WOW factor and are always looking for something new. Their expectations are very high. To ensure success, we focus on optimizing our internal organization. Effective coordination between all stakeholders is essential to delivering a flawless experience.
The operations team plays a crucial role in balancing customer expectations with market realities and rising costs. Products must be of high quality, the service impeccable, and the venue’s decoration and atmosphere must be perfect—all upheld by a dedicated team eager to meet every request, big or small.
What message would you like to share with your customers and team members?
It is crucial to prepare both mentally and physically to keep up with the fast pace of the festive season. That being said, it is equally important to take pleasure in crafting our offerings, showcasing them in the best possible way, welcoming our guests, and providing them with a truly memorable culinary and hospitality experience.