This study has selected two different hotels located at Jackson Hole in Wyoming. The goal is to evaluate trend and service management strategy of these hotels.
US News Travel ranked Amangani number one out of 107 Jackson Hole resort area hotels (Amangani). Located on 7,000 feet above the sea level, it is a three-storey building made of sandstone and redwood. It presents a stunning view of Teton Mountains and Snake River Valley to its guests (Amangani: Hotel Review). Amangani offers large suites, boasting fireplace, spacious bathrooms with soaking tubs, a big variety of on-site amenities that promote its luxury, a gourmet restaurant and spa. The Guests say that the hotel truly represents its name in Shoshone language peaceful home. The visitors claim that friendly Amangani staffs take their stress away as soon as they arrive at the hotel. According to the guests, the hotel staffs are as popular as its breathtaking surroundings. When one of the guests wanted the black cod dish for his wedding feast at the time when it was out of the season and unavailable in the US, the management called a contact in Alaska to get its boat out and the fish for it. That is what Amangani calls going beyond and above in offering service to the customers (10 Best Hotels). A couple spending their honeymoon at this hotel commented on the March 14, 2013, “The staff really could not have done enough for us throughout our stay. We felt very looked after” (Amangani: Traveler Reviews). The couple was greeted with champagne and chocolates and given marvelous bear key rings as a honeymoon present (Amangani: Traveler Reviews).
Four Seasons Resort Jackson Hole ranked second place in the same rating (Four Season Resort Jackson Hole). The hotel is surrounded by Grand Teton National Park and it presents the panoramic view of the park. The hotel has avoided becoming a sprawl tourist trap (Escapes). The hotel location offers skiing slopes of Teton village mountain just steps from the hotel lobby entrance. The hotel presents a truly ski-in/ski-out access model that offers to the guests three slope side restaurants with panoramic mountain views (Four Season Jackson Hole Review). NY times named this hotel Escapes. Guests particularly praise the hotel’s outdoor whirlpools saying, “Soaking after a day on the ski trails is a great way to unwind,” as well as complement the services offered at the in-house spa generously. The guests attest, “The Four Seasons staff will go out of their way to make sure your needs are met” (Four Season Resort Jackson Hole).
The innovation of both hotels consists in the recognition of the customers’ needs. The trend is to make guests feel that they are at their homes. A Four Seasons customer wrote on March 28, 2013, “I have never felt more welcome in a hotel. A fireplace in your room, fire pits at the base of the ski slopes and a large fireplace in the lobby bar make everything feel warm and inviting” (Four Seasons: Traveler Reviews). The managements’ strategy of both hotels is to offer a top rate service from the hotel staff and let the guests feel that they are back at their own homes. For example, General Manager of Amangani created a cardinal rule that no guest is supposed to see a housekeeping cart in the halls or get a knock on their door followed by a pitiful voice saying, “House Keeping.” (Amangani: Hotel Review). Make guests feel that they are at their own homes strategy was also reflected in one of the guests’ comments, “The outdoor pool and hot tub were also great, and we seemed to always have these to ourselves!” (Amangani: Traveler Reviews). Another guest commented, “ I just returned from 5 nights at the resort with my wife and 3 young children ages 3, 3, and 5, and it was a great experience” (Four Seasons Jackson Hole Review).
Many hotels make their reputations on gourmet foods and thread counts but these two hotels did not lose their minds in the pursuit of trapping luxury. In these cases, services outshine luxury. This is a valuable example to follow for others.