PHOTO: Palladium is investing in itself to improve the guest experience. (Courtesy Palladium Hotels & Resorts)
Guests at Palladium Hotels & Resorts will notice some major upgrades to the brand’s properties in the near future. The company recently announced plans to make a significant investment to enable big improvements to a dozen properties in Mexico and the Caribbean. The changes will be focused on taking the already-great customer experience and enhancing it to a whole new level.
Palladium will invest $21 million towards the project, which will involve Grand Palladium and The Royal Suites by Palladium properties in the Dominican Republic, Jamaica and Mexico. Nearly a quarter of that dollar figure will be earmarked for improving the food and beverage selections. The upgraded menu will feature a better quality of steak options, enhancements to the buffet dining selections and presentations, and an increase in the premium-level liquors offered at resort bars.
Some of the investment will also enable the properties to make staffing increases. The goal is to increase staffing by roughly 13 percent over the 2016 levels. Among the high-profile hires already in place is a new director of innovation and product development, whose priority will be to identify ways to implement innovative features, upgrades and service practices at all of the properties, after analyzing market trends and evaluating relevant economic factors.
Since technology drives innovation—while also supporting customer service processes—there will also be resources devoted towards technological upgrades. One main area of interest: the Palladium Hotels & Resorts app, which will be upgraded to allow guests to communicate directly with the concierge—resulting in more immediate service—as well as increasing the bandwidth of onsite WiFi, upgrading pool-area sound systems and expanding the audio-visual and animation capabilities for entertainment performances.
Guests will be able to get around more easily and in a faster, more convenient manner thanks to the trolleys that will be added to transport guests between properties.
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By investing so heavily into some of the core areas that impact the customer experience—food and drink, technology, and service—the brand is demonstrating the importance it places on ensuring that each guest has a flawless and first-class experience during their entire stay.
In addition, one specific property will undergo a particular change. The company plans to convert the Grand Palladium Riviera Resort & Spa in Riviera Maya, Mexico into an extension of The Royal Suites Yucatán by Palladium to broaden the resort’s boutique adult-exclusive offerings. The end result for guests will be the opportunity to enjoy a more intimate, personalized experience in an adults-only setting. Highlights include premium amenities and features, such as swim-up pools accessible in many of the rooms, an adults-only Beach Club, an infinity pool, and four exclusive themed restaurants.
Meanwhile, the Grand Palladium Punta Cana Resort & Spa will undergo a variety of impressive upgrades, as well. That property will welcome the arrival of a new Brazilian steakhouse, along with renovations and expansions to several of its other restaurants and dining areas.