Spring 2019

52 Feb19126 A Boutique Luxury Hotel with Truly Best in Class Guest Services Delighting with its modern, avant-garde take on luxury hospitality, ADGE Hotel has swiftly made a name for itself as one of the trendiest establishments in Surry Hills, a cultural hub in Sydney’s centre. Earlier this year, the hotel was recognised in LUXlife Magazine’s Global Luxury Hotel & Spa Awards programme as the ‘Most Unique Boutique Hotel in Australia’. We spoke with the hotel’s General Manager, Steven Gargano, to find out more about their exceptional commitment to the guest experience. While some hotels revel in traditionalism, with classical features and opulent finishes, ADGE Hotel impresses with its bombastic dedication to truly chic modernism. The rooms are statement pieces, created to showcase an original and creative approach to luxury. This hotel is, at its core, different, and it takes pride in its niche appeal, aware that their strength lies in focusing on the individual, not -merely- everyone. As a result, the key to ADGE Hotel’s enduring success has always been in its dedication to personalised customer service. This is, ultimately, where they truly distinguish themselves as a five-star establishment, as Steven explains further. “ADGE Hotel deals with all types of guests: from parents, students and families, to actors and well-known musicians. We ensure that all guests receive the same privacy and service. Our clients are, typically, very discerning and tend to look for the unusual. They are not looking for mainstream cookie-cutter accommodation. They often demand privacy and discretion which we are always happy to oblige to.” As ambassadors to this ethos, ADGE Hotel’s staff remain crucial to retaining a highly bespoke guest service. “We tend to not hire team members what have extensive experience in the industry, as we undertake our own training. This is crucial for us – we are not your traditional hotel and team members are trained to treat each guest as, foremost, an individual. We seek to be problem-solvers for our guests, ensuring that they leave with their expectations not only met, but exceeded.” “We aim to provide the best possible service by knowing our product inside and out.” “ADGE Hotel ensure that we train our staff on how to answer the questions customers ask, and that the staff know how to articulate the answers that will leave them satisfied. Naturally, great customer service starts with a smile, and guests always appreciate a warm greeting to make the perfect first impression. The smallest of interactions can remind our customers why they choose to stop with us.” As we come to the end of the interview, Steven touches on the importance of guest feedback for the hotel as it looks to improve on its core offerings. “We continually ask our guests for feedback. It is how we learn about our customers and their needs. We use customer surveys, anonymous form, and questionnaires. Additionally, as a common practice we ask customers first-hand for feedback whilst checking out and during their stay. We use the feedback we receive and regularly review it to identify areas for improvement and make specific changes in our business. “At the end of the day, we believe excellent customer service comes down to consistently checking in with our customers and making sure they are happy with not only the products and services we provide.” Company: ADGE Hotel Contact: Sarah Ferris Address: 222 Riley Street, Surry Hills, 2010, NSW, Australia Website: www.adgehotel.com.au Telephone: +61 29 215 5161 Retreat