The villa bedroom at Six Senses Zighy Bay, Oman, which offers its guests a choice of pillows from a menu in the room. The villa bedroom at Six Senses Zighy Bay, Oman, which offers its guests a choice of pillows from a menu in the room.

Q: What follow up services do you offer/ demand from your suppliers?

Udopolage: Working in the luxury industry, and considering the relative costs of high quality beds and bedding, in a perfect world training on maintenance, care and safety for the products would be provided.

In hospitality we believe that a genuine follow-up never hurts, and secures business long term; we encourage the supplier to do the same. As well, we would always welcome the latest news of the market to evolve and ensure our technology is safe and up-to-date.

Story continues below
Advertisement

Ahmed: Restonic believes that offering a personal touch is crucial and we work closely with concerned departments in the hotel to elucidate the benefits and features of a good quality mattress as well as innovations in the bedding industry which generates a sense of reliability and confidence in the customer.

Casagrande: Mühldorfer offers our ‘Pillow Menu’, so hotels can offer their guests again a better comfort and service. Resale is also possible as hotel guests increasingly want to buy their hotel pillow for private use.

Here we created for resale our special logistics system: when a guest directly purchases our pillow from the hotel, Mühldorfer produces and sends the pillow direct to the home address of the guest.

Aslam: We offer a “satisfaction guaranteed” policy for the products that we supply, and we are constantly getting feedback from our clients on how we can improve our services to tailor to their individual needs.

We also provide training on specialized products, as well as detailed instruction manuals to assist them in maximising usage for all of the items that they have purchased.

Hemaprabha: We expect our suppliers to be proactive and to follow up with us for the half-yearly and annual checks on products rather than to wait for us as hotels to contact them.

We also like our suppliers to take the time to share important customer feedback with us on a regular basis, this is very important for us, especially for new products they have supplied to hotels.

Having strong communications and one point of contact with suppliers is really helpful too and enhances the working relationship.

Article continues on next page ...