On this episode of “Check-In with Bryan and Jeremy,” special guest Sarah Dandashy—a distinguished concierge and hospitality expert—shares her insights into the evolving travel and hospitality industry. Recorded from the stunning Hotel El Ganzo in Los Cabos, this conversation covers Sarah’s unique approach to guest experience, the role of concierge service, and post-COVID trends shaping the future of hospitality. Let’s dive into key takeaways from this episode on creating memorable stays and elevating guest satisfaction.

1. The Role of a Good Concierge: Crafting Unforgettable Experiences

Sarah emphasizes that a concierge’s job is far more than just booking reservations. It’s about creating unique and memorable experiences tailored to each guest. Here are some top qualities she believes define a great concierge:

• Exclusive Access & Connections: With strong local networks, great concierges can secure access to otherwise inaccessible experiences, from fully booked restaurants to private events.
• Anticipating Needs: Good concierges understand their guests’ needs intuitively, whether that’s finding the best local taco stand or arranging a private jet.
• Personalized Recommendations: A true concierge doesn’t just give directions—they curate experiences based on the guest’s preferences, from adventure seekers to relaxation enthusiasts.

Sarah highlights the importance of being a lifelong learner, staying updated on travel trends, and offering fresh recommendations to each guest. The personal connection and dedication make a concierge service invaluable in today’s digital age, setting hotels apart from competitors.

2. The Future of Hospitality: Merging Accessibility and Luxury

In a post-COVID world, travel expectations have shifted, with guests seeking flexibility, personalization, and unique experiences. Sarah shares her predictions on what the future of hospitality looks like:

• Hotels vs. Short-Term Rentals: With the rise of Airbnb, guests have more options than ever before. Sarah sees short-term rentals as complementary to hotels, not competition. She explains that large groups or families may find more value in vacation rentals, while hotels offer a reliable choice for business travel.
• Hotel Innovations: Major hotel brands are adapting by introducing luxury home services, like Marriott’s Homes and Villas. These options bridge the gap between traditional hotels and home rentals, offering guests the best of both worlds.
• Global Inspiration: Sarah believes the industry can learn from international hospitality standards, where less red tape allows for more creative, immersive experiences. This adaptability is crucial as guests seek culturally enriching and tailored travel experiences.

As travel becomes more accessible, the focus remains on quality guest experiences. Hotels that evolve with these trends—offering Instagram-worthy moments, unique on-site experiences, and flexibility—are set to thrive in the changing landscape.

3. Creating Memorable Moments: Hospitality Tips for Elevating Guest Experience

For Sarah, the essence of hospitality is in crafting unforgettable experiences that leave a lasting impression. Here are her top tips for delivering superior service:

• Effective Communication: A successful concierge listens attentively, asks the right questions, and understands each guest’s unique preferences. This open communication builds trust and ensures that expectations are met.
• Creativity & Resourcefulness: From surprise celebrations to custom tours, a concierge’s ability to think creatively can turn an ordinary stay into a remarkable memory.
• Local Expertise: Guests appreciate insider tips, whether it’s the best times to visit attractions or hidden gems. Sarah’s vast local knowledge helps guests discover the soul of a destination, enhancing their overall experience.

With the rise of AI in hospitality, Sarah believes that while technology has its place for quick queries, the irreplaceable human touch defines a truly exceptional concierge service.

4. Reimagining the Guest Experience Post-COVID

The COVID-19 pandemic has reshaped travel, with cleanliness, safety, and flexibility taking center stage. Sarah’s insights into adapting the guest experience in this new climate highlight the following:

• Focus on Cleanliness & Safety: Guests now place high value on hotels that prioritize health and safety. Ensuring cleanliness, contactless options, and transparency about safety measures has become essential.
• Enhanced Digital Solutions: Technology-driven solutions like digital check-in, virtual concierge services, and personalized apps allow guests to experience streamlined service without compromising on personalization.
• Training Hospitality Staff: Sarah emphasizes that high standards in hospitality are achieved through proper staff training. Empowering employees with the skills to create memorable guest interactions is vital for maintaining quality in a post-pandemic world.

Conclusion

This episode of “Check-In with Bryan and Jeremy” with Sarah Dandashy offers valuable insights for hospitality professionals and travelers alike. As the hospitality industry navigates a post-COVID world, the role of concierge service, a focus on personalized guest experiences, and the balance between accessibility and luxury will be essential. For a deeper dive into Sarah’s approach and the latest trends in hospitality, tune into the episode recorded at Hotel El Ganzo, where these insights come to life.