Q: WHAT DO HOTELIERS NEED FROM THEIR IN-ROOM AMENITIES?
LAURENT MARCHAND: First of all they need quality. Hoteliers must be able to offer a first-class product to their guests. Ensuring customer safety is a priority, which is why it is essential for them to use products conforming to cosmetic laws and strictly adhering to all legal requirements. Hoteliers also need great designs and a large variety of fragrance.
TATJANA DRIEF: A product that is aligned with the hotel concept, becoming part of the hotel’s identity and the guest experience. It is a small detail that attracts a lot of attention from guests.
Hence, the product has to be of a standard that represents the best of the hotel, a product that is not just body care, but also a marketing tool and brand ambassador, a souvenir to be taken home, and provides a positive experience.
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ROBERT DUPREE: Ultimately the hotelier needs to trust the product. Customers are used to seeing globally-recognised, high-quality brands in the hotels and so expectations have increased accordingly. High-quality products, in easy-to-use packaging adds the finishing touch to the guest experience, but also ensures the housekeeper’s job is simple.
SUE HARMSWORTH: Hoteliers are looking for quality products that perform well and look good to give guests a more luxury experience according to room type. They understand that guests want brands they can trust and often don’t trust own label. They also want to see innovation.
ANDREW KEATING: Essentially the right amenity brand match to enhance the hotelier’s message and perceived value to their guests. Guest amenities are a tool for the hotelier, not only adding to the guest experience, but a true marketing implement as a permanent reminder of their stay when they invariably take some of the items home.
Q: WHAT ARE THE CHALLENGES YOU HAVE TO OVERCOME AS SUPPLIERS?
VINAYAK C MAHTANI: Because of the services we offer, the biggest challenge is forecasting what stock the hotels are going to consume.
TATJANA DRIEF: Import regulations in the GCC can change without prior notice. Certain countries do not allow fast and flexible delivery due to time and cost-intensive import requirements.
LAURENT MARCHAND: Asian suppliers offer products at very low prices and we experience high pressure from our clients to lower prices. They want to have branded products but are not always willing to pay the price for them. We often have to explain that we offer a higher-quality product and guarantee safety which is why our prices cannot go below a certain point.
ROBERT DUPREE: The hotel business is notoriously fast paced, so one of the biggest challenges we face is to keep up to date with current trends. The look and feel of the amenities needs to be kept fresh, up to date and in line with the luxury market place that we work within.
ANDREW KEATING: Like all businesses in to today’s global economic climate, maintaining costs without sacrificing quality and service levels is key to maintaining and exceeding our clients’ expectations.
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