Development of customer experience, improved technologies and modern ideas about sustainability are all concepts which are growing in both popularity with consumers and hotels. No longer are travellers looking for basic levels of hospitality and this is directly driving hotels to look at new ways they can engage those who visit, and ensure they are maintaining top levels of service.
The Laguna resort in Nusa Dua Bali, has recently undergone renovations to improve its offering to tourists looking for luxury holidays. The luxury tourism industry is constantly needing to evolve in order to provide more memorable and unforgettable guest experiences. Guests are increasingly interested in holidays which combine luxury, local culture and sustainability so what are the ways that this can be seamlessly integrated to improve customer experience?
EP recently interviewed Lucia Lui, general manager at The Laguna to find out how these renovations will be changing luxury tourism, supporting sustainable development and integrating a traditional Balinese experience for guests.
Ep: What can guests expect from the renovations of the Laguna resort?
Lucia Lui: Guests can expect a transformation that goes beyond design and upgraded facilities. While the renovations certainly elevate our facilities with a great concept, the core focus is on our service culture as a key element for The Laguna Bali’s success. We aim to highlight our personalized service and authentic Balinese hospitality delivered by our ‘Legends’ – dedicated team members who consistently go above and beyond to provide a unique and transformative experience to our guests. A remarkable 90 of our team members working today have dedicated over 30 years to this endeavour. The foundation of these renovations is to continue curating memorable experiences for our guests.
The concept guiding our renovations is “A Voyage with Bali through Time.” This concept draws inspiration from Bali’s rich history and its journey from poverty to becoming a luxury enclave. It also incorporates elements of unspoiled jungle, nautical explorations, and sustainability. The goal is to preserve the historical and architectural integrity of the resort as a Balinese oasis and village while modernizing the interiors to reflect these inspirations.
In essence, guests can anticipate an authentic blend of the past, present, and future in The Laguna Bali’s design and service, creating an enchanting and memorable experience for all who visit.
EP: What changes in the market and guest trends have you seen in the recent years since the pandemic, and how has the resort evolved to meet these changes?
Lucia Lui: Since the COVID-19 pandemic, the market and guest trends in the hospitality industry have experienced a notable shift. These changes have necessitated significant adaptations from resorts to ensure they continue to provide exceptional experiences for their guests.
One of the most profound changes has been the heightened emphasis on health and safety. Guests are now more concerned about cleanliness and sanitization. With the increase in guest awareness, we maintain heavy health and safety measures, ensuring that our guests feel comfortable and secure during their stay. We focused more on personalized service to elevate guests’ stay with tailored recommendations and special amenities based on individual preferences.
Another important angle is sustainable travel, which has also changed since the pandemic. Guests would like to know what sustainable programs are in place at the resort, and they seek to make more eco-conscious choices during their stay.
EP: Which customers is this new renovation targeting, and why is this?
Lucia Lui: The new renovation is targeting a diverse range of customers who seek a refined and authentic experience in Bali. The resort caters to travellers looking for a luxury escape while embracing the cultural richness and natural beauty of Bali. The concept of ‘Bali Voyage through Time’ appeals to those interested in heritage, culture, and modern elegance. The resort is also equipped to host a variety of events, making it suitable for weddings, corporate gatherings, and social events.
EP: How are you as a resort integrating important concepts like sustainability and local traditions to the resort?
Lucia Lui: As a resort, we have integrated important concepts like sustainability and local traditions into our operations. We’ve adopted a sustainability policy that aligns with Marriott International’s commitment to making the world a better place for future generations. Our efforts to reduce the environmental footprint include eliminating plastic water bottles through the construction of a high-tech water bottling plant. We produce our own pure drinking water, partner with local organizations to support recycling and education on plastic waste, and contribute surplus food to underprivileged families. These initiatives aim to make a positive impact on both the environment and the local community.
EP: What are you looking to develop in the resort in the future?
Lucia Lui: In the future, we aim to continue delivering authentic Balinese experiences, expanding our commitment to sustainability, and providing exceptional guest experiences. Our plans include exploring further sustainability initiatives, expanding community support programs, and continuously updating our facilities to meet evolving guest preferences. Our goal is to maintain our forefront position as a destination that offers a unique blend of culture, nature, and luxury in Bali.
Developments in the tourism industry are quickly progressing after the pandemic and it is interesting to see the ways hotels are prioritising the combination of technology, cultural traditions and sustainability. These important pillars continue to be trends as we see expansion of the industry and it is crucial we maintain a focus on how hotels best improve customer experiences whilst being mindful of how such expansion will affect future industry.