Bharat Lall is a respected presence in the hospitality industry who guides Pinnacle Hotels USA and oversees a portfolio encompassing more than a dozen properties across several states. Focused on providing a superior guest experience, Bharat Lall emphasizes highly responsive customer service at hotels that range from the Doubletree Austin to the Courtyard by Marriott Solana Beach. 

Even in a technologically driven world, the foundation of a positive customer experience involves courteous, friendly communication. This begins with staff members taking time to understand the individual customer’s expectations and doing their best to accommodate that. Whether this involves giving suggestions for cultural activities and dining spots, or providing concierge services such as calling a taxi depends on the specific situation. 

Assessing needs on a continuous basis extends to small things, such as making sure that families with children are provided with attention that makes everyone feel at home. When guests feel more like part of a family than simple paying customers, loyalty is a given and they will return again and again. If this is a one-time visit, it becomes more likely that they will tell friends about their experience, which also drives bottom-line success.