How your employees could be the best ambassadors of your brand?
Wed 2 February, 2022.
Quality of service is never an accident.
Why? Simply because behind quality there is: hard work, confidence, consistency, uniqueness but most importantly people. Let us explain why.
Few weeks go, we got the incredible opportunity to visit two Sarova Hotels properties. Sarova Lion Hill Game Lodge in Nakuru and Sarova Mara Game Camp in Masai Mara, yes-incredible locations but regardless of the competitors in the two parks, the service is outstanding.
To give you a bit of background, Sarova Hotels was created in 1972.
The founders strongly believed in building hotels with a deep respect for nature and community that lives in their DNA.
Nowadays, the luxury hotel chain has received many awards and built properties in prime locations while always giving back to the community.
Pravir Singh Vohra, is a current Director of Sarova Hotels & Resorts following the footsteps of his late grandfather Chani and late father Sandy to make sure that the brand remains loyal to itself.
“The difference between our hotels and many others is that they are heritage hotels. When you walk in, you are walking in history”, explains Pravir.
He couldn’t be more right.
From the moment you step into the camp, you will be welcomed with smiles, fresh juices and refreshing towels. But also by team members that are from the Masai tribe; Sarova always recruits talents from the local community first.
Kevin at reception will then inform his whole team of who you are, what are your activities during your stay and can explain you the roots of Kenya.
Your luxury Club or Deluxe tent is of course luxurious, but most importantly is different than any other, Masai necklaces and Kenyan artifacts already tell you a story of where you are.
The amenities in the bathroom are sustainable; the electricity is switched off few hours in the day to preserve the environment, why would lodges ruin the planet when it’s their best selling point?
Patrick our guide and driver is really the highlight of our stay, he doesn’t need any Instagram page or Facebook profile (and yes it’s us saying that.)
Patrick sells the lodge by telling you its story. The story of all living animals in Mara, the story of Sarova and its community, he is the greatest example of an ambassador, he doesn’t need to ask you for a recommendation because you’ll do it naturally.
Sarova team members believe in their product but also in themselves, they have been given the training and confidence to be the best in class and that makes a huge difference. They transform customers into repeat clients by connecting with them. You need proof? It’s our 4th stay in two years already and there are over 200 camps in Mara.