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.
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In a world where modern travellers seek more than just a place to stay, StandOut Hotels is redefining hospitality by blending design-led luxury with the warmth of a home-away-from-home experience. At the helm of this innovative concept is Dravya Vijayvargiya, whose vision is to create hybrid spaces that seamlessly integrate comfort, sustainability, and cutting-edge technology. In this exclusive conversation with our Content Writer, Meghna Kanwar, he shares the inspiration behind StandOut Hotels, the brand’s commitment to eco-conscious practices, and how technology is shaping a seamless and personalised guest journey.
MK – How did the concept of StandOut Hotels come to life, and what inspired you to create a design-led hybrid hotel and home experience?
DV – The idea for StandOut Hotels emerged from a desire to blend the sophistication of design-led hotels with the warmth of a home-away-from-home experience and inspired by observing the evolving needs of modern travellers who seek unique, personalised, and meaningful stays without compromising on the benefits of uninterrupted bandwidth and indispensable technology.
MK – In what ways does StandOut Hotels redefine the traditional hotel experience for modern travellers?
DV – StandOut Hotels redefines traditional hospitality by creating hybrid spaces that seamlessly integrate comfort, design, and community. Each property features curated interiors, multifunctional spaces, cozy comfort and an inviting atmosphere that caters to leisure travellers, adventure seekers, and remote workers alike.
MK – Sustainability is a core element of StandOut Hotels. Can you elaborate on the sustainable practices you’ve implemented and their impact on guest experience?
Dravya Vijayvargiya, CEO & Founder, StandOut Hotels
MK – What strategies do you implement to maintain high standards of guest satisfaction and service excellence?
DV – Sustainability at the heart of our brand ethos is exemplified with use of eco-friendly building material, energy-efficient systems, and implementing waste management practices. Glass water bottles to toiletry dispensers, energy saver devices, containing water usage and propelling e-communication to replace paper at all aspects are initiatives undertaken to reduce carbon footprints.
MK – How do you ensure that each StandOut property provides a unique and authentic local experience while maintaining the brand’s identity?
DV – To maintain our brand identity while celebrating local cultures, StandOut collaborates with local artisans and regional elements are incorporated in building design and construction ensuring authenticity. Story telling sessions, visit to farms and orchards, trekking, experiencing sessions as varied as tasting local cuisine to pottery workshops, are integrated in the guests’ travel itinerary.
MK – How does StandOut Hotels leverage technology to create a seamless and personalised guest experience?
DV – Technology plays a pivotal role in personalising the guest journey. Through app-based concierge services and self check-in, we merge convenience with efficiency.
MK – How do you use data and analytics to understand and anticipate the needs of your guests?
DV – Data and analytics allow us to anticipate guest preferences and tailor services, such as curated itineraries and bespoke dining options, making each stay memorable.
MK – What role does mobile technology play in the guest experience at StandOut Hotels, from check-in to check-out?
DV – Mobile technology enhances every aspect of the guest journey, from contactless check-ins to digital room keys, online payments and seamless communication with the hotel team.
MK – Looking ahead, what are your future plans for StandOut Hotels, and how do you envision further enhancing the guest experience?
DV – Our new destinations coming up in Rishikesh, Ayodhya, Sariska and Bangalore will see further innovations like eco-modular suites and advanced wellness programs. Our focus remains on enhancing the guest experience, fostering community, and setting benchmarks in design-led hospitality.
