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But while the Leela also boasts both the largest pool and gym of any hotel in the city, service excellence is where Kobrin hopes to outshine the competition.
When guests enter the property they are greeted with a garland of flowers, a fresh mint-infused cocktail, and led directly to their room where they proceed with the check-in. Each guest is provided with a personal butler service, as well as a plethora of “curt and unobtrusive staff.”
Each staff member was given extensive training, including spending a night in the resort to experience it firsthand. Kobrin believes that you cannot fully sell a product until you believe in it. “I think that we have given the staff the self-confidence to be able to provide great service.”
Opening in a slow season actually helped in this sense. “Our strategy was that we would open during the quiet period specifically in order for us to be able to capitalise on service excellence.”
Kobrin realises that patience is a virtue. “It’s going to take time to reach the sort of consistency that we seek,” he admits. “I think it is very difficult to do so when prime season is on. And I think that the fact we have opened during the months of May, June, July, August allows me the opportunity to bring my staff and my team to a level that will be appreciated later on.”
There is no way to tell yet if this strategy has paid off. They currently are seeing occupancy rates of 20%, which is low even for the off-season. But Kobrin does not seem unnerved by this. Occupancy rates of 40-45% are expected by peak season from October-March, and he adds: “People have already started booking for New Year.”
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