Opening in 2013, The Landing Resort & Spa is thriving with a plethora of clients. The resort caters for both families and business clients, whilst offering the highest levels of customer service. Henri Birmele, General Manager, gives us an insight into the hotels success.
Situated on Lake Tahoe’s South Shore, the Landing Resort & Spa is a family owned business offering exceptional accommodations and the region’s highest guest service levels. All of the 77 guest rooms feature a gas fireplace, and most have lake views. As a European luxury lifestyle hotel, The Landing Resort & Spa has a lot to offer clients as Henri, General Manager, explains.
“Inside our resort lies countless luxury amenities including marble bathrooms with heated toilet seats, heated bathroom floors and towel warmers as well as high thread count linens,” says Henri. “All rooms have wall mounted 55inch TV’s, plush terry robes, Keurig coffee service, luxury contemporary European furniture, fireplaces and private decks. As well as accommodation, you can sit back, relax and enjoy a treatment in one of our four calming rooms which only uses organic and natural spa products.
“My role as a general manager is to make sure that that my team assures every interaction with our guests are curated, organic and personalized for a memorable experience and make sure that all the details of their stay are cared for by interacting with our guests every day. Our clients range from families, corporate clients and even, celebrity guests.”
The Landing Resort and Spa uses an internal and external guest concept. Henri explains how the resort uses as much information about each guest in order to maximise the guests experience and ensure their guests enjoy a comfortable stay.
“Working with my team in an organic, internal guest and external guest concept, allows us to deliver exceptional service. Collecting as much information about our guest in advance allows to custom curate our guest’s stay. We focus on anticipating our guest’s needs and demands to go above and beyond with personalized attention to detail. Guests feel pampered and cared for, which is ultimately what we want our approach to achieve.”
The staff at the resort always aims to provide the best possible service to guests. This is done through expert ‘on the job’ training. Henri stresses the importance of staff at the company.
“Each of our associates are encouraged and thought to make decisions to assure our guest’s expectations are exceeded with every interaction they have. Giving the team the tools not only to make decisions but also to make it happen, is the key for us. We ensure everyone in the business is aware of our company aims. This is done with continuing training amongst other things. Guest feedback/surveys and sharing such with everyone. Communication and “on the job training is part of the process. We use guest feedback and surveys in order to cultivate a positive and constructive environment for staff to work in.”
As well as families and celebrity clientele, the resort and spa accommodates business professionals and corporate events. Business and corporate clientele have two meeting rooms available as well as a business centre. There is access to a variety of high tech equipment for any meeting requirement as well as WIFI throughout the resort. In addition, the hotel boasts a great number of local associates that can arrange any activity in Lake Tahoe all year round.
The Landing Resort and Spa has always followed their own path and tried to stay true to their brand. Guests expectations have not changed much and the resort always aims to provide an inclusive experience with plenty of personal interaction from staff. One change which is evident in the industry however, is the importance of technology. The hotel has an efficient and stable IT infrastructure in place whilst corporate clients usually have a range of devices at their disposal.
The future looks bright for the resort as Henri tells us what makes the establishment unique in the hospitality industry. “Our spa and in-room amenities include high end products like Eminence and Epicuren. In addition, our exceptional service by our team, from the front of the house to the back of the house.” These reasons make a visit to the Landing Resort and Spa a unique and relaxing experience.