How to Offer an Exceptional Experience on Every Trip, with Rob DelliBovi
Episode 392
On this episode of Destination on the Left, I talk with Rob DelliBovi, Owner and CEO at RDB Hospitality Group. He shares his insights on why micromanagement is underrated when it comes to delivering exceptional service because consistency is key. We discuss the strategies Rob’s company uses to provide added value for travelers and suppliers, and Rob shares an amazing example of collaboration in the travel agent world he’s experienced recently.
What You Will Learn in This Episode:
- What strategies Rob’s company, RDB Hospitality, uses to provide added value for travel consumers and suppliers
- How the travel industry has shifted towards green initiatives, like offering rewards for reduced housekeeping, and why this is important
- Why micromanagement and direct access to clients is vital in delivering exceptional service in the travel and hospitality industry
- Collaborations that Rob has been involved with, including his recent experience of rallying travel agents to fight airline initiatives to encourage travelers to book direct
- Why everyone should use a travel agent rather than rely on online booking sites
Delivering Exceptional Service
I love that at the core of Rob’s philosophy is an unwavering commitment to exceptional service—every time. He discusses why today’s high-end clients are willing to pay a premium for personalized and efficient service they can rely on and how understanding and implementing attention to detail sets RDB Hospitality apart from traditional agencies.
We discuss why focusing on being taken care of and quickly resolving any issues is vital to keeping clients satisfied. Rob adds that the expectation of stellar service is foundational in maintaining client loyalty and promoting repeat business.
Staying Informed in an Ever-Changing Industry
Rob highlights various ways his team keeps abreast of the latest trends and developments, including trade shows, familiarization trips, and webinars, to ensure their customers have the best experience possible. We also discuss how the workforce shortage impacted the hotel experience immediately after the pandemic and why staff shortages are fortunately no longer a problem across most of the travel industry.
The Key to Success
Rob stressed the significance of controlling the travel process to ensure successful outcomes. With so many opportunities for discrepancies that can seriously negatively impact a client’s experience, micromanagement is crucial. He shares the importance of managing every aspect of a client’s journey, from the initial booking to the final check-out.
This control extends to intimately understanding client needs, ensuring that service levels remain high. This dedication to managing operations efficiently and meeting customer expectations is a cornerstone of RDB Hospitality’s success.
Resources:
- Website: https://www.rdbvip.com/
- LinkedIn Personal: https://www.linkedin.com/in/robdellibovi/
- LinkedIn Business: https://www.linkedin.com/company/rdb-hospitality-group/
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