Luxury Coach & Transportation

February 2019

Magazine for the professional limousine, charter and tour industry.

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CLIENT MARKETS What Hotels Look For In A Luxury Transportation Provider Dee Patel, general manager of the only five-diamond hotel in Tennessee, shared insider information on how to score business with similar properties. By Lexi Tucker, LCT associate editor N ASHVILLE, Tenn. — Dur- ing Limo University's LAB Live event in April 2018, founder Bill Faeth interviewed Dee Patel , general manager of e Hermitage Hotel, to clear up what luxury hotel chains are looking for when they contract with a transportation company. Consistency Is Key When asked about the most important trait she looks for in a provider, Patel said it's simple: Consistency of the basics. "Often when we get new employees joining the team, most of them have worked at a five-star hotel. It takes a lot of time for us to invest in that associ- ate, and we look for certain character- istics, such as personality and friendli- ness. en we need to be able to teach the standard." She gave a few examples of what she expects from a luxury transportation company that she'd also expect from her employees. "ey need to 'beat the greet.' Say hello to your guest before the guest says hello to you. Know the guest's name. Make sure your vehicle is clean. Does it have a scent? I wish I had a dollar for every time I've walked into a car that either had a strong co- logne or perfume scent, or some other residual scent. With so many venues that have become non-smoking, I'm shocked at the number of cars that have a smoke smell in them." Knowledge of your product and the property you're servicing is vital as well. Patel explained how much time it takes for a company to vet a vendor. Any business they choose becomes a true extension of the Hermitage brand, and that's exactly how they view their relationships. "e guests don't know the differ- ence between your company and ours, 3 0 WWW.LCTMAG.COM LUXURY COACH & TRANSPORTATION FEBRUARY 2019

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