The importance of the human touch in the luxury accommodation sector

Published in: Research in Hospitality Management
Volume 7, issue 1, 2017 , pages: 59–64
DOI: 10.1080/22243534.2017.1355488
Author(s): Tracy HarkisonSchool of Hospitality and Tourism, Faculty of Culture and Society, New Zealand


It could be said that all luxury properties offer their guests the same facilities and amenities; therefore, there has to be some other point of difference – their staff. This research paper focuses on staff and their importance for luxury properties. Luxury accommodation is certainly not a new concept as luxury has been closely associated with hospitality since ancient Greek and Roman times, but what guests now want from luxury properties is new – memorable luxury experiences. And it is up to the management and owners to make sure this happens. To date, there has been a lack of research conducted on the importance of staff in the luxury accommodation sector; this paper outlines their significance.

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