The Lani's Suites hotel in Puerto del Carmen has been chosen by Tripadvisor users as the best boutique hotel in Spain. In previous editions it was also chosen as the most romantic hotel in the world and second in customer service.
In an interview on the radio program Más de Uno Gourmet, from Radio Lanzarote, Jonathan Harrouch, deputy director of the hotel, explains the reasons behind its success.
- How did you become deputy director of Lani's Suites?
I studied Communication and then did a master's degree in Tourism and International Hospitality in Nice. I'm from Cannes. I came to do an internship for four months at the Gran Hotel in Arrecife and I stayed.
I started working for Lani's Suites first as a receptionist and then as head of Public Relations. Then I left as deputy director to the Kamezí boutique in Playa Blanca to return to Lani's Suites as one of the directors.
- What is the criterion for awarding the prize you have received?
This award is based on direct customer ratings through Tripadvisor.
- How does Lani's Suites collect customer feedback to improve its services?
We don't have forms or surveys, but we talk directly with each of the clients several times a day. This prevents problems from arising, rather than having to correct them. We work in anticipation and treat our clients as we would like our relatives to be treated.
- What are high purchasing power tourists looking for?
All tourists, regardless of their purchasing power, expect good service, good attention, which I think has been lost in recent years or decades. That is solved with training. It is one of the big problems we find here. Finding prepared people is gold for a hotel.
Infrastructure is also important. The worker has to be well in their environment, where they live, here in Lanzarote and has to be well cared for by their company.
- Tripadvisor has given them other awards in the past…
We received the award for the most romantic hotel in the world two years in a row. We were also second in the world in customer service, which for me, is worth more than any other. It is the main goal of a hotelier.
- What is the proposal of your restaurant, Lani's Gourmet?
We have an international food offer that ranges from the most classic to the most gourmet. A very wide gastronomy that includes a selection of meats, fresh fish from the island, and some suggestions.
The restaurant is open every day from 8:00 a.m. (for staying guests) to 11:00 p.m. From 11:00 a.m. (external clients) they can come for brunch, lunch or dinner.
