Miguel Soto, the General Manager of Shibari Tulum, a premier destination in luxury hospitality, shares his insights on the evolving landscape of luxury travel and the elements that drive success in this industry. In an interview with Alexander Chetchikov, President of the World Luxury Chamber of Commerce, Soto discusses the shifting definition of luxury in today's world and the importance of personalization and meaningful experiences.
Soto believes that luxury is no longer solely defined by material wealth or opulence, but by personalization, authenticity, and memorable experiences. While beauty and comfort are important, Shibari Tulum goes beyond aesthetics to provide exceptional service that makes guests feel pampered at all times.
Soto acknowledges that technology plays a significant role in enhancing personalization in luxury concierge services. Through pre-arrival communication, Shibari Tulum leverages new technologies to meet guests' special requests, preferences, and dietary needs even before they arrive in Tulum.
Shibari Tulum embraces its natural surroundings, including the cenote and jungle, to provide guests with unique experiences. The resort emphasizes sustainability in every aspect, from eco-friendly architecture to locally sourced cuisine, catering to conscious travelers seeking a connection to nature.
Soto believes that while automation will play a role in luxury services, the human element will remain crucial. AI tools can enhance concierge capabilities, allowing them to focus on building relationships and providing a unique personal touch. Shibari Tulum combines personal services with new technologies to offer efficient and tailored experiences.
Soto emphasizes the importance of collaboration among luxury brands. By working together, brands can foster innovation, enrich customer experiences, and stand out in a competitive market. Collaboration ultimately leads to stronger customer loyalty and increased sales.
Soto envisions Shibari Tulum distinguishing itself through exclusive offerings, such as underwater photography sessions and wellness ceremonies in the natural cenote Tuuch. The resort will continue to emphasize sustainability and host events like culinary festivals and art exhibitions to attract repeat visitors and keep offerings fresh.
Soto believes that effective leadership at Shibari Tulum involves identifying and empowering the talents of each staff member while maintaining high standards of quality and consistency. Empathy, effective communication, and fostering a culture of ownership enhance service delivery and guest experiences.
To consistently exceed guest expectations, Shibari Tulum collects information pre-arrival and empowers its staff to make decisions that enhance the guest experience. A dedicated concierge team is knowledgeable about local offerings, providing personalized recommendations and assistance throughout guests' stay.
Shibari Tulum has adapted to evolving demands by implementing eco-friendly practices and sustainability initiatives. The resort also expanded its wellness offerings to cater to the growing demand for wellness-focused experiences, including yoga classes, cacao ceremonies, and holistic treatments.
Soto's personal journey in the hospitality industry has taught him the importance of empathy, adaptability, and cultural nuances in delivering exceptional service. His experiences shape the guest experiences and culture at Shibari Tulum, prioritizing guest satisfaction and fostering a positive team culture.
Soto's insights highlight the importance of innovation, collaboration, and understanding guest needs in shaping the future of luxury travel. Shibari Tulum sets new standards for personalized service and sustainability, paving the way for exciting transformations in the world of luxury hospitality.
