Interview with Palacio Can Marques: Hotel Management during the pandemic

Do you question yourselves how your colleagues are actually dealing with the current situation?

We strongly believe that we can learn from each other’s experiences. Therefore we have conducted interviews with some selected hotel partners to gain some insight into their challenges, findings and adapted strategies.

Today we want to share with you the story of Palacio Can Marques – an 18th-century palace rich with history and rich in luxury. Palacio Can Marques is a luxurious five-star boutique hotel located in an impressive 18th century palace in the enchanting old town of Palma, on the beautiful Balearic Island of Mallorca.

Has 2020 pushed you to put measurements and/or new technologies in place?

«By early 2020 we were replacing the paper hotel directory with a digital directory. The process was interrupted by the situation, but we managed to make it in time for the short season we have had. Guests have tablets in their rooms through which they can communicate with reception without having to physically contact an employee. On the tablets they also have all the information about the hotel, facilities and services, they can order room service or book a massage.«

Has this crisis changed the distribution environment for hoteliers in general?

«I don’t think so, the distribution environment has not changed at all. The agents are still the same: OTAs, travel agencies, tour operators, direct contact with the hotel… Probably the % of each of them has changed. I am pretty sure that customers who book their holidays through a tour operator or travel agency feel somehow more protected, they know that if something goes wrong, there will always be a person who will help them to solve their situation.«

Could you give a best practise advise on how to approach customers during current times with no demand. How do you stay connected with them?

«It was a really terrible world wide situation… While talking to our guest, we tried to be as kind as we could, we practise empathy in all our communications with our guests and possible guests. We stay connected with them through our Social Media Channels and also newsletters.«

What new services have you added to meet current and most likely different demands of customers?

«The introduction of tablets in the rooms is our most important change. We have also adapted our pre-arrival email to the situation, making ourselves always available to the customer for whatever he/she may need.«

What kind of advice would you give to your colleagues in the hotel industry? 

 «I think right now we all need to be patient, believe in ourselves and have hope. We also need to prepare ourselves for what is to come and be able to adapt to the new environment, we need to be clear that nothing will ever be the same again, there is a new reality.«

What do you currently need most?

«Our customers. We miss them a lot.» 

Which skills did you (yourself) improve on or are improving on? Self-study, professional improvements, podcasts, webinars etc.?

«During all this time, hotel boards have offered to all hoteliers different courses, webinars, … and the truth is that all of them have been very helpful. 

Right now I am working on a digital transformation project and improving my German.«

Is there anything or anyone that you are specifically grateful for?

«There is always something or someone to be grateful for. Coping with this situation with my colleague Asun has been a very hard experience, but at the same time made easier by the fact that we were in this together.«

We hope that the story of Palacio Can Marques, their way of dealing with the challenges and the advice from Isabel could be a useful insight for you. Let us share our stories and learn from each other. 

Feel free to contact us and share your story. 

Your Connected Destination Team