Adelina Misina, Head of Guest Experience at The Reach at Piccadilly, shared with our Content Writer, Meghna Kanwar, her insider strategies on elevating guest experience. From personalised touches to cutting-edge innovations, she reveals what truly sets a remarkable hotel experience apart.

MK – Can you share your journey in the hotel industry and what led you to your current role at The Reach Hotel?  

Adelina Misina, Head of Guest Experience, The Reach at Piccadilly

AM – I’ve spent the last 13 years working in the hotel and hospitality industry, gaining experience with brands such as Jurys Inn, Marriott, IHG, Kimpton, and DeVere across various guest experience roles. Joining the opening team at The Reach was a fantastic opportunity to work under the Marriott Tribute Portfolio umbrella while contributing to creating a unique, Manchester-inspired experience for our guests. We’ve been dedicated to providing an authentic and local offering, from the hotel’s design to the local partnerships and menu items.

MK – What were some of the biggest challenges you faced during the pre-opening phase of The Reach Hotel, and how did you overcome them?

AM – One of the biggest strategies within opening was exploring and solidifying the right local supply network that aligned with our brand, values, and vision for The Reach. As we wanted to create a carefully crafted experience built on the city’s industrial heritage, it was therefore important to source local products, giving our guests the best we could. 

A key challenge was the opening delays we experienced; having plans postponed, we had to be flexible and adaptable to changes and adjust our operations accordingly, with clear communication to all partners and teams involved. 

MK – How do you ensure that both back-of-house and front-facing operations align to create a seamless guest experience?

AM – We have implemented various processes to ensure that our back-of-house and front-facing operations work together seamlessly. These mainly include open, clear communication and collaboration between all departments, which helps us identify potential issues and find solutions together.

We hold regular meetings to discuss performance, identify areas for improvement, and celebrate successes. We also provide cross-training opportunities for our team members so that they have a better understanding of each other’s roles and responsibilities. 

MK – What strategies do you implement to maintain high standards of guest satisfaction and service excellence?

The Reach at Piccadilly

AM – We strive to create a culture amongst teams here at the hotel, with regular reward and recognition of team members and individuals providing excellent service or getting highlighted in reviews.

We continuously gather guest feedback to refine our offerings and ensure they meet evolving needs. Additionally, we incorporate insights from employees and managers to ensure our training programs remain relevant and effective.

MK – What future developments do you envision for The Reach Hotel, and how will they enhance the guest experience?

AM – We’re always looking for ways to improve and adapt our offerings based on guest feedback and industry trends. We’re excited to launch new seasonal menus at our restaurant, Lock 84 and host special events such as themed supper clubs. 

We’ll continue to strengthen our ties with the local community and trusted local suppliers – exploring more opportunities with local partners to create new and unique experiences for our guests.