Copywriting as experience design
Plus: A former London Marriott concierge remembers Arne Sorensen
Last week I stayed at the Ace Hotel in NYC. Its iconic lobby ended up being as good as always, but what stood out to me on this stay was the copywriting throughout the hallways:
Even when they’re telling you not to do something:
Yes, many hotels have clever copywriting, but what the Ace does - in large ways and small - is a great example of using every touchpoint to define the guest experience and enhance its brand.
Could you do something like this?
A former London Marriott concierge remembers Arne Sorensen
In Iqbal Ahmed’s tribute to Arne Sorensen, something stood out to me:
That’s leadership in this industry: showing a spirit of hospitality to the people you work with. That’s what people remember.
Tweet of the day
Reminder: Hospitality and service still matter. More than ever. Doesn't matter if it's midscale, upscale, luxury.
— The Secret Hotelier-Now With More Spite! (@secrethotelier1)
Nov 5, 2021