While the luxury island tourism industry often distinguishes itself through ornateness and excess, LUX* Resorts, under the direction of CEO Paul Jones, is redefining extravagance in terms of experience. Under the banner belief that time is the only true luxury, the resort’s mission is to make each moment matter.
In 2011, Jones called upon renowned service expert Ron Kaufman to assist with this transformation, saying, “We recognize that time is precious, and we shall leave no stone unturned in striving to achieve the level of service that helps all our guests enjoy every second of their stay with us.”
Employing the proven Uplifting Service educational program, Kaufman conducted launch sessions for over 2,000 team members in Mauritius and many others live via internet stream. The Uplifting Service team then certified in-house Course Leaders to establish an actionable service education program. This sustainable approach has earned compliments from guests, higher occupancy rates, better rankings on social media sites, and greater job satisfaction for the diverse LUX* staff.
“The effects of the Uplifting Service program have been transformative. Our team members take greater pride in what they do, and customer response has never been better.”
Chief Sales & Marketing Officer
Afeef Hussain, Certified Uplifting Service Leader, on the rise of LUX* South Ari Atoll. In this case study, he explains how service education helped send a new resort straight to #1 on TripAdvisor.
Learn how LUX* Resorts boosted customer and employee satisfaction and increased profits with an Uplifting Service education.
ACADEMIC CASE STUDY
LUX*: Staging a Service Revolution in a Resort Chain
Explore the full 16-page academic case study of LUX* Resorts by Professor Jochen Wirtz and Ron Kaufman, as published in the MBA Textbook “Services Marketing: People, Technology, Strategy, 8th edition”.