We all know luxury hotels around the world deliver amazing guest experiences. But for 4-, 5- and 6-star properties, sourcing and securing the elegant essentials of their distinctive experience is not a seamless function.
The primary challenges of purchasing items from the world’s most recognized brands include cost-efficient access and sustained availability. Properties, for the most part, have had to deal with one manufacturer at a time. It’s this fragmented landscape that produces recurring issues around delivery and lead times.
Recognizing this shortcoming, American Hotel Register Company, the premier supplier of the hospitality industry, designed an answer that takes a personalized approach to product development, sourcing and selection. The Gallery is a curated collection of high-end items that broadens American Hotel’s commitment to the luxury market.
Demanding a new process
Showcasing world-class brands that include Sferra, Frette, Christian Lacroix, Bose, Waterman and Lenox, The Gallery offers luxurious linens, bathrobes, bath amenities, guestroom accessories, electronics and more. This cohesive and ever evolving product selection meets this market’s unique demand for on-trend quality and brand distinction. For example, with The Gallery’s custom capabilities, a property can order plush robes embroidered with its hotel brand.
As a centralized procurement source, The Gallery offers an availability of supply that gives customers buying confidence and the cost advantages of consolidated ordering and receiving. Utilizing American Hotel’s network of regional distribution centers, The Gallery also aims to reduce lead times as well as warehousing expenses for its luxury customers.
“American Hotel has been very successful delivering the essential products to luxury properties, but we wanted to reach our full-service potential for the luxury market,” said Karl Baker, SVP, sales and marketing, American Hotel. “Now, with The Gallery and our direct distribution contracts with luxury manufacturing partners, we are able to deliver a truly customized solution.”
Designing a personal approach
At the heart of The Gallery is its personalized sales model. Each luxury customer is matched with a dedicated Luxury Concierge who, in intimately understanding the distinct guest experience of a property, tailors his or her service expertise to meet specific needs and ambitions. Having an expert partner to turn to elevates the entire procurement experience. That’s what truly sets the Gallery apart.
“To build our Luxury Concierge team, we looked for luxury professionals who have a deep understanding of brand DNA and the feeling it creates, those with a finger on the pulse of what is fashionable and chic in the marketplace,” said Ryan Higgins, director of sales, luxury, at American Hotel. “We understand that consumers in this segment provide customer service at the highest level every day so the concierge has to have the drive and passion to provide that equal level of service back to the hotelier.”
Customers of The Gallery are also able to outreach Luxury Solution Specialists equipped to address individual needs quickly and effectively. With a knowledge base that ranges from products to process, these specialists work closely with the entire luxury team to ensure valuable information is shared accurately and efficiently.
Delivering measurable results
Complementing this direct support, The Gallery’s online showcase – at americanhotel.com/thegallery – gives customers full control of the ordering process. Its inventory management tools include an exclusive product catalog app, available in mid-March, as well as item availability, order tracking and online invoicing.
Since 1865, American Hotel has adapted to address the changing needs of its customers. In launching The Gallery, the family-owned company once again leverages its hospitality expertise to power customer growth. This customized product line, and its ability to provide the world’s luxury hotels and resorts with a centralized process and bottom line business advantages, turns challenges into solutions.
“The Gallery by American Hotel is a culmination of the promises we’ve built our reputation on—an exquisite product offering backed by superior customer support,” said Angela Korompilas, president and CEO, American Hotel. “With The Gallery, we have reached another milestone in our journey to provide positive outcomes for each and every customer in hospitality.”
To learn more about The Gallery, visit www.americanhotel.com/thegallery or call 844.292.2510.