What does a guest expect from a five-star hotel? Certainly, they anticipate experiencing a high class service that meets international standards, alongside feeling the essence of national cultural spirit. In a conversation with Uzbekistan's club, Eric Seiler, Area general manager at InterContinental Hotels Group, shared insights into process of creating an atmosphere of exceptional hospitality in one of the country’s leading hotels, striving for such harmony in his work.
GUEST = FAMILY MEMBER
Uzbekistan possesses a rich culture of hospitality. According to Uzbek customs, a guest is welcomed as a family member. This unique approach is referred to as “mehmondo’stlik.” From the warm greeting of guests to the thoughtfully planned gestures of our team, every aspect of customer interaction reflects this spirit of hospitality.
We subtly yet memorably incorporate national cultural elements, such as locally inspired design, traditional Uzbek culinary offerings at breakfast, upon check-in or in room amenities. This approach allows guests to connect authentically with Uzbekistan’s heritage while enjoying luxury.
UNFORGETTABLE MEMORIES = LUXURY
One of the crucial elements for the high-level service expected from a five-star hotel lies in its staff. When selecting personnel, the factors I pay attention to include their appropriate attitude towards their responsibilities, enthusiasm, and a strong commitment to delivering exceptional service. We seek team members who are naturally hospitable and understand that luxury is about creating memorable and incredible experiences.
We invest in comprehensive training programs for our staff, which not only refine their service skills but also build an understanding of luxury expectations and our brand values. Retention is achieved through a supportive work environment, opportunities for growth, and recognition of outstanding service, fostering a sense of pride and belonging in our team.
What drives motivation? Purpose and recognition. I prioritize open communication and daily feedback, celebrating achievements of our staff while encouraging continuous development. To this end, we have implemented various programs, ranging from appropriate service incentives like the “Employee of the Month” award to opportunities for cross-departmental experiences. Furthermore, we cultivate a strong team spirit through shared goals, hosting regular team-building events, and creating an environment where everyone feels empowered to go the extra mile.
QUALITY = LOYALTY
The guest expects a personalized approach, seamless impressions, and a meaningful connection with local culture. Our aim is to exceed these expectations through attention to detail, offering personalized interactions, and providing unique impressions that highlight Uzbekistan’s beauty and heritage.
Consistency in delivering on promises is crucial, as is the ability to surprise and delight guests in ways they didn’t anticipate. A deep commitment to quality and service excellence fosters customer loyalty, often leading to positive word-of mouth recommendations.
In creating lasting impressions for guests, the key is to integrate Uzbek elements thoughtfully, so they complement rather than compete with global luxury standards. We maintain rigorous quality control to ensure brand standards are met across all areas–from housekeeping to dining. At the same time, we blend Uzbek design, flavors, and customs into these offerings. For example, rooms feature locally crafted picture frames, and our dining options include traditional Uzbek dishes prepared with premium ingredients, creating an experience that is luxurious yet uniquely grounded in Uzbek heritage.
