A five-star offering: the devil is in the details

Black Bamboo

Consistent service

"Superior and consistent service is the most important factor that sets five-star hotels apart from others. Guests are looking for service that is attentive, proactive and discreet. Taking care of guests with a level of personalisation in every aspect of their stay is a key differentiator. Guests appreciate a hotel that goes the extra mile by making an effort to greet them by their name," explains Paul Duverge, general manager of The Menlyn Boutique Hotel.

First impressions

First impressions count in the hotel business, this not only goes for the service but for the décor and finishes. "The entrance to a five-star hotel should exude an air of sophistication and class which should be carried throughout" says Duverge.

Ultra-plush bedding

There is nothing more appealing than an ultra-plush bed layered from top to bottom with super-soft, crisp looking cotton. "Good bedding is a key marketing point for five-star hotels as guests are ultimately looking to sleep as well as they would in their hotel room as they would at home. As this is an important component, we have recently invested in new linen to ensure that our guests can sleep comfortably in sheets that give them a sheer and silky smooth feel when they climb into bed," Duverge adds.

The details in the toiletries

Bathroom toiletries say a lot about a hotel and guests treasure high-quality bath toiletries when staying in a five-star establishment.

Good food and drink

Food and drink quality is also what sets five-star hotels apart from others. The quality of food and drink that is available at a hotel is highly valued by guests. "At our signature restaurant Black Bamboo, the quality of food is world class and the head chef Pellie Grobler ensures that guests are treated to a true fine dining experience."

The coffee station

Something that seems insignificant but that can make or break the five-star experience is the coffee and tea station in the room. "Having a good coffee and tea setup in rooms instantly gives guests a favourable impression of the property. As everyone is unique, our in room stations consist of a wide variety of infused teas, exceptional coffee and hot chocolate to cater for all preferences."

Going above and beyond

"A concierge service should be standard for a five-star hotel. Guests like to know that they are able to rely on front desk employees to book and coordinate tours and transfers on their behalf. This also illustrates the hotel's commitment to going above and beyond by covering all aspects that contribute to a pleasant, relaxing and effortless stay. Guests are paying for extravagance when staying at a five-star hotel and, therefore, it is expected all around," concludes Duverge.