If you create value for your guests primarily through service or support, you must be responsive and flexible. CorporateStays.com founder Vladimir De Suarez gets that, does that, and lives by that standard. A big part of his success over the past 4 years has revolved around service orientation, always driving to create “elegant solutions” to guest challenges. His team is trained to find them if they exist, and innovate to create solutions if they don’t exist. A great example of how a responsive posture and innovation can work together.
De Suarez’s innovations have been around positioning furnished apartments as venues for corporate travellers rather than the traditional Hotel being their first choice. CorporateStays.com has done incentive based deals, promotions, online competitions, and even used a graffiti artist for interior decoration to attract younger hipper execs, while offering a wide variety of properties to attract the older more traditional crowd. If you look at the companies attitude in the context of strategy, posture and culture, it is similar to that of the Ritz Carlton with their culture being 1) a strategy of support, 2) a responsive posture, and 3) a flexible culture.
Strategy of Support
Vladimir De Suarez founded CorporateStays.com to provide travelers and members of the corporate world with the very best in furnished/service apartments, following a model that helps standardize all his properties so guests always know what to expect. Constantly reminding his team that this is a service based business, he aims to help clients plan their events, get local tips and settle into their new home. CorporateStays.com are not the real estate developers, they don’t design, build or deliver infrastructure. Rather, they match their clients’ needs with furnished properties that are owned and operated by them following strict standards. On one hand, a computer could come really close to doing those very things, but what a computer can’t do is to provide superior knowledge, insight, and strong guest services to assist clients.
Although the CorporateStays.com team stays in touch with their corporate clients over time and try to anticipate their needs, they can’t make a move until the client surfaces a need of their own. Unlike charity organisations that pre-position resources to be able to react quickly, hospitality companies can’t spring into action until their clients “green light them”. Don’t confuse having a responsive posture with being passive. The team knows that being responsive is a critical component of their companies service/support attitude. Being actively and purposefully responsive - it works in conjunction with their strategy and corporate culture.
CorporateStays.com is constantly aiming to have a culture rooted in elegant flexibility. The difference between that and pure flexibility is in their passion, experience and confidence. Vladimir is passionate about his business and strives to hire people that share this passion for hospitality and elegant service.His team has long-term specialization in the corporate housing industry, this has given them a knowledge base and business connections that allow them to customize solutions for their clients and anticipate and resolve problems to overcome obstacles far better, far more creatively and far more elegantly than competitors with less focus.