In the heart of Las Vegas, where the glitz and glamour of the city converge, stands the Fontainebleau, a beacon of modern style and luxury. Known for its sleek architecture and contemporary design, Fontainebleau is more than just a hotel; it's an experience, a statement in the world of hospitality that resonates with innovation and elegance.
Las Vegas is a town that builds again and again and again. Yet, one property has remained a mystery as it stood over the Vegas skyline for over a decade. Indeed,
Fontainebleau Las Vegas
has stolen the show, in the middle of several high-profile new openings in Vegas (and around the world). Here is how they made wow happen.
Expansive Elegance in a Shrinking World
Despite the trend of reducing space in the hospitality industry, Fontainebleau defies norms, offering its guests vast, airy spaces. Each corner of the hotel, from the sprawling lobby adorned with modern art to the spacious rooms with floor-to-ceiling windows, is designed to give guests a sense of freedom and luxury. The expansive conference halls and banquet areas, equipped with state-of-the-art technology, make it a preferred destination for both leisure and business travelers.
When the temptation to "shrinkflate" is very real, FB said, "Let's go huge!" and you can feel that in every inch of the space.
This creates a sense of awe immediately as you enter the property. It's elegant, it's enormous. It's wow.
A Culture that Speaks Volumes
At the core of Fontainebleau's success is its people-friendly culture. Every staff member, from the concierge to the housekeepers, is trained to not just serve but to create moments of ‘wow’. This ethos of going beyond the expected to deliver extraordinary experiences is palpable. Guests are not just welcomed; they are embraced with personalized attention that makes each visit unforgettable.
Indeed, studies show us that when teams are energized and recognized, they transfer that to the guest experience.
The Impact of a Positive Culture:
- Increased employee engagement and satisfaction: Happy employees who feel valued and empowered are more likely to go the extra mile for guests, creating a more positive environment for everyone.
- Improved teamwork and collaboration: A strong culture fosters communication and cooperation between departments, leading to smoother operations and a better guest experience.
- Enhanced service excellence: When employees believe in the organization's commitment to service and are passionate about their work, it shows in their interactions with guests.
- Stronger guest loyalty and advocacy: Positive experiences translate into higher satisfaction and loyalty, encouraging guests to return and recommend the business to others.
Key Elements of a Good Hospitality Culture:
- Shared values and mission: Clearly defined values that guide behavior and decision-making, aligning employees with the company's goals for exceptional guest experiences.
- Focus on guest satisfaction: Continuously seeking feedback and taking action to improve service and meet guest expectations.
- Empowerment and autonomy: Trusting employees to make decisions and solve problems to ensure a smooth guest experience.
- Open communication and feedback: Encouraging a culture where employees feel comfortable sharing ideas and concerns, leading to better problem-solving and innovation.
- Recognition and appreciation: Celebrating successes and acknowledging employee contributions to boost morale and engagement.
Guests are welcomed, encouraged to explore and are treated like they matter.
The Power of a Name
Fontainebleau's brand is synonymous with luxury and excellence. It’s not just a place to stay; it's a statement. The name itself carries an aura of exclusivity and prestige. Guests of Fontainebleau don't just look for a place to sleep; they seek an environment that aligns with their taste for the finer things in life. The brand's commitment to exceptional service and luxurious amenities positions it as a leader in the hospitality industry.
The marketing team took hints from a sort of art-deco meets Tik Tok meets Great Gatsby. It works. It's wow.
- Increased customer loyalty and engagement: Emotionally connected customers are more likely to repeat purchases, recommend the brand to others, and forgive occasional missteps.
- Higher perceived value: Customers who feel a positive emotional connection believe the brand offers more than just functional benefits, leading to a willingness to pay premium prices.
- Enhanced brand advocacy: Emotionally connected customers become brand ambassadors, organically promoting the brand and its values through word-of-mouth and online interactions.
- Stronger brand differentiation: Emotional connection helps brands stand out from the competition in a crowded marketplace.
New is New:
Novelty is a powerful experience. So when you are taking a projected that has essentially failed for 20 years, the temptation to call on renaissance is real. Yet, FB took the challenge and made a stunning property. Nearby properties on the North end of "The Strip" are going to struggle to compete for some time with the new kid on the block.
Novelty appeals to the core of the emotional purchase experience. When we experience new, our senses heighten. Core parts of our amygdala activate to retain neural maps. When you rock new, you make wow.
- Attention and motivation: Novel stimuli naturally grab our attention and pique our curiosity, triggering the brain's reward system and motivating us to explore. This can lead to heightened emotional engagement, both positive and negative, depending on the nature of the novelty.
- Enhanced learning and memory: New experiences create stronger neural pathways in the brain, leading to better learning and memory retention. This can be particularly impactful when paired with positive emotions, solidifying positive associations with the brand or experience.
- Breaking the monotony: Novelty disrupts routine and boredom, injecting excitement and freshness into our lives. This can be especially valuable for brands seeking to stand out and create lasting impressions.
- Emotional valence and arousal: Our emotional response to novelty can vary significantly depending on the specific context and individual preferences. Some may find new experiences exhilarating and joyful, while others might perceive them as unsettling or even threatening.
- Emotional bonding and connection: Shared novel experiences can foster a sense of connection and belonging, particularly when accompanied by positive emotions like excitement, wonder, or accomplishment. This can be leveraged by brands to create unique experiences that build emotional bonds with their customers.
- Personalization and relevance: Tailoring novel experiences to individual preferences and interests can further amplify their emotional impact. This personalization can make customers feel valued and understood, deepening their connection with the brand.
- A study published in Nature Neuroscience found that novelty activates the amygdala, a brain region associated with emotional processing, independently of emotional valence. This suggests that novelty itself has an inherent emotional pull, regardless of whether it's perceived as positive or negative.
- Research by the University of California, Berkeley, showed that people are more likely to remember and share novel experiences, particularly those that evoke strong emotions. This highlights the potential of novelty to create lasting brand memories and generate organic customer advocacy.
- A study in the Journal of Consumer Research found that brands that consistently introduce novel products and experiences tend to have higher customer loyalty and brand engagement. This suggests that a commitment to novelty can be a powerful strategy for building strong customer relationships.
Conclusion: The Art of 'WOW'
Fontainebleau in Las Vegas isn't just about providing a service; it's about crafting experiences that linger long after the guests have checked out. Its modern style, expansive spaces, people-friendly culture, and powerful brand work in harmony to create a symphony of 'wow'. This is more than a hotel; it's a journey into the extraordinary, a testament to how exceptional service is not just a revenue generator but a creator of lasting memories and loyal customers.
- Forbes: "The Importance of Culture in the Hospitality Industry" by Daniella Yaha
- Cornell University Center for Hospitality Research: "The Link Between Employee and Guest Satisfaction" by Michael O'Neill
- American Hotel & Lodging Association: "Culture and Employee Engagement in the Hospitality Industry"
- Small Business Chron: "Organizational Culture in the Hospitality Industry" by Emily Villeg
