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Small details make a big difference at the world's largest hotel
You wouldn’t think it is hard to impress somebody in the world’s tallest hotel. Just point them in the direction of a window and let them take in the view.
The sights that they behold are sure to be magnificent. Everything looks awe-inspiring from above the 100th floor.
Herve Yen and the Club Level team at the Ritz-Carlton, Hong Kong, however, leave nothing to chance.
“Our belief is very simple. We have gone back to basics to make sure we meet guest expectations,” says Yen. “This guest-centric way of thinking puts people at the forefront of whatever we do. We don’t just rely on the amazing view or the first class facilities but try to make an emotional attachment to visitors at the hotel. We want them to feel like they are in their own lounge. With their own family”
But, of course, the view helps.
“Our Club Level meeting rooms actually faces Hong Kong Island. We’ve had guests tell us that they find it difficult to concentrate on their business dealings because they are so captivated by the 360 degree views,” adds Yen.
This is just one of many examples that make the Ritz-Carlton, Hong Kong a breathtaking destination. Consider the details. Occupying the 102nd to 118th floor of the newly-opened 488m International Commerce Centre it is the world’s highest hotel (Dubai’s Armani Hotel within the Burj Khalifa is in a taller building but on lower floors). The infinity pool is the world’s highest and if the swim up windows overlooking Victoria Harbour are not enough to send visitor’s jaw’s dropping then the 144 built-in LCD TVs that surround and cover the pool surely will. Authentic Cantonese restaurant, Tin Lung Heen, has already picked up a Michelin star.
In short, this tall hotel is something special. But Herve Yen is convinced it is the small details that make this Ritz-Carlton hotel a big hit with guests.
“We provide personalised stationery for every guest in our Club rooms,” explains Yen. “We have a limo service on permanent standby to take people around Hong Kong. There are six complimentary food presentations in the lounge for guests each day. Concierge service from the ladies and gentlemen working in the hotel is excellent and, most of all, always done with a smile. Anticipation, fulfillment and smile are the watchwords for all of our staff every day,” says Yen.
In a city as hectic as Hong Kong that can be more welcome than modern convenience. The Ritz-Carlton, Hong Kong is strategically situated on West Kowloon waterfront and within easy access of the multitude of business and leisure facilities. The financial centre makes it a key destination for the world’s largest organisations but bountiful entertainment facilities include a Disneyland theme park, buzzing marketplaces, museums, temples and the kind of megamalls that would not look out of place in the middle east’s most modern cities.
Yet despite the fascinating history of the islands it is the Ritz-Carlton hotel, one of the newest buildings in the region, which is fast becoming one of the icons of modern Hong Kong. It manages to stand out even in one of the world’s most active skylines.
“We are very contemporary. But intertwined with everything is a strong Asian influence. I call it a subdued elegance,” says Yen.
It is an elegance the extends through the lobby – complete with enormous galloping horse mural – to each of the six dining spots and stretching along to the large guest rooms and suites.
As with many Ritz-Carlton hotels around the world the on-site spa is managed by luxury-brand, ESPA. The floor-to-ceiling windows in the spa share the same panoramic views enjoyed in every part of the hotel from the nine treatment rooms.