LUX Xmas 2018

32 Hogarths Hotels :Taking Hospitality to a New Level Hogarths Hotels are a small, privately owned, luxury hotel group based in the West Midlands, UK. Having recently recognised the group as Award for Excellence in Luxury Accommodation - West Midlands in our prestigious 2018 Global Luxury Hotel & Spa Awards we invited Operations Director Steven Quick to provide us with a fascinating insight into how the secrets behind the incredible success of this dynamic and customer focused hotel chain. Since its inception in 2004, Hogarths has been selecting and restoring a range of properties across the West Midlands and offering guests a truly exceptional experience. Steven discusses the group’s focus on quality and how this has helped it to grow and flourish since the beginning. “As a team, we have built Hogarths on a strong value, which is to achieve 100% customers satisfaction and deliver a hotel experience that is unrivalled by any of our competitors’. We believe that genuine hospitality, delivered with a warm welcome from our staff, is one of the main attractions that sets us apart. “This gives our customers the confidence of a world class stay every time they visit one of our hotels. Our guest journey starts once they visit our website, which we view as our ‘shop window’, as it is the first port of call of our guests. Having an up to date website, which is responsive and informative, allows our guest to make that most important informed choice of where to stay and what to do before they click the button to book. Once the guest has made the decision to stay at Hogarths it is then down to our professional team to plan and arrange every aspect of their stay.” Guests can be assured of a first-class experience from the moment they arrive at any Hogarths hotel. Steven firmly believes that first impressions are vital, and as such he and his team work tirelessly to ensure that they are always perfect, as he is keen to highlight. “A friendly welcome is crucial to us here at Hogarths, and as such from the moment they arrive we provide them with the very highest possible standard of care. We treat all our guests like long lost friends. Imagine for yourself, if you were expecting visitors to your house then you would ensure a car parking space for them, your house is clean to the highest standards, the fridge is topped up with food and your menu is planned for the evening. The beer and special drinks are chilling in the fridge, the beds have fresh linen and maybe a gift on the side table, and plenty of toiletries available in the bathroom for them to use. “During their visit they are the centre of attention, you talk and engage in conversation and, most of all, ensure that their stay is enjoyable and the best they have had in a long time. There is no difference to when we welcome guests to Hogarths hotels. We do exactly the same, working tightly as a team to ensure nothing is missed for the 24 or 48 hours the guests are staying with us. We want to maximise their experience and, most of all, for them to feel they have been looked after by friends.” This experience would be impossible to achieve without a team of dedicated staff, and as such Steven is eager to emphasise the importance Hogarths places on training and providing a supportive internal culture. “As a business, we have a very clear set of core standards and these are based around the AA’s Red Star criteria for hotels who are highly commended. Our core standards also incorporate our company values and our expectations of what our staff behaviour should be. Also, the standards we would expect to receive ourselves should we stay in a high- end hotel anywhere in the world. “As such, training is key to everything we do. At Hogarths hotels we believe a genuine approach from our team is important, we do not need to act out, or fake, our approach to customer service. In fact, we believe our staff are the most important asset and that is why, as a small luxury brand, we have set up the Hogarths Academy of Hospitality and Service. This is an environment where we take raw talent, from all different back grounds, and train them in the highest standards of hospitality and service.” Looking ahead, the focus for Hogarths is on offering guests an experience they will never forget every time they visit, and this will remain the group’s ongoing focus as it looks towards a bright future, as Steven is proud and excited to conclude. “Ultimately, Hogarths Hotels are extremely committed to developing our product and enhancing its offering to deliver world class hospitality and a hotel group for generations to come. As a privately-owned hotel group that re-invests every penny that we make back into the properties, we are certain to be around for a very long time to come.” Company: Hogarths Contact: Steven Quick Address: Four Ashes Road, Dorridge Solihull, West Midlands, B93 8QE, UK Phone: 01564 779 988 Website: www.hogarths.co.uk Retreat 1810LU07