Being Informal Is the Future of Luxury Guest Relations
Photo Credit: The Thief's guest relations manager Dominic Gorham almost always wears a smile. The Thief / Jens Bredberg
Skift Take
Luxury travelers are seeking out experiences that enrich their lives rather than isolate them from adventures. That's why The Thief in Oslo is one of a growing number of luxury hotels that are pursuing more informal and instantaneous relations with guests.
“I believe the future of service will be based in informality. It has to be more relaxed, more instantaneous, more of a real-life contact with people,” said Dominic Gorham, guest relation manager at Oslo’s modern luxury hotel The Thief.
Gorham is somewhat of a guru in the hospitality industry, building his portfolio in Paris where for 18 years he opened a number of bars, clubs and restaurants frequented by celebrities and luxury travelers.
In 2013, Gorham made the move to hotels with the opening of The Thief in Oslo.
The Thief is a design luxury hotel, named the best hotel in Northern Europe by Condé Nast Traveler in 2016, and home to almost all celebrities that pass through Oslo.
Gorham takes charge of both the property’s VIP and usual guests, but no matter the client, Gotham believes informality is the future of luxury.
“We meet people on an equal level. We’re very close to our clientele and guests. We interact with them on a regular basis. We discuss, we
