What after sales service do you offer hoteliers?
Farah Aslam: We offer technical support, customer service, and assistance in developing the bed/bedroom setup.
Pinar Tunali: Our main target is to match the demands of our customers with the service that we offer to each of them. And this service covers all processes from the beginning to the end. Therefore we try to get their feedback, and solve complaints, if any, as soon as possible.
Elisabeth Hintermann: Mühldorfer offers housekeeping managers a direct visit enabling them to double check the quality of the bedding items. We also advise on washing instructions to make the product last long and keep its hypoallergenic qualities intact. We also train the hotel staff to sell bedware products. For this we have created a dedicated logistic system as most hotel guests want to purchase products immediately. They can purchase directly from the hotel, and Mühldorfer manufactures and delivers the product, whatsoever the size of the order.
Balan Somasundaram: After a few years of operation, when the hotel decides to refurbish its rooms with new beds of similar specifications, we are able to do it very easily because of our manufacturing infrastructure and our GCC-wide service support at the customers’ doorsteps through our own offices set up in all the GCC countries.
To what extent are you able to customise your products to suit a hotel’s needs?
Farah Aslam: Since we have our own factory and our design lab within the UAE — we are able to create bespoke concepts for all the hotels that we work with. Our creative director works in collaboration with international fashion brands to provide unique products that guests would not have seen in any other property. At the same time, we also offer many cross-selling opportunities for hotels to generate additional revenue.
Pinar Tunali: It is our main focus to prioritise our hotel collection brand Penelope Dorme in all our orders, however hotels have their preferred standardised specifications which they do not want to change. In such cases, we give the option of ‘customised production’ to our customers as well.
Elisabeth Hintermann: We strictly produce customised products, upon request only. We produce according to the specification of hotel customers.
Balan Somasundaram: We manufacture the critical components in-house such as springs, foam and fibre. This allows us to configure our mattresses and beds to any required specifications of customers.
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