Hotéis

Diretor da RCD Hotels dispara: “tratamos todos os hóspedes iguais, sem distinção de gênero”

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Leonel Reyes, diretor Corporativo da RCD Hotels para a América Latina, afirma durante Fórum de Turismo LGBT do Brasil 2017, em São Paulo, que sucesso da companhia com o segmento está atrelado aos serviços e atendimentos personalizados sem nenhuma distinção.

Funcionários capacitados, muita empatia e zero preconceito. Esses são os segredos da Hard Rock Hotels paraserem um dos preferidos pelo público LGBT quando o assunto é viajar para fora do Brasil. Quem afirma isso é Leonel Reyes (foto), diretor Corporativo da RCD Hotels para a América Latina, empresa responsável pelo marketing e comercialização dos hotéis Hard Rock na América Latina. “Nós atendemos todos os hóspedes sem distinção porque respeitamos a equidade de gênero de forma ampla, seja durante a realização de um casamento ou em uma viagem de lua de mel”, explica Reyes. “É importante ressaltar que essa atitude é parte do DNA da RCD Hotels e, portanto, da nossa cultura organizacional. Entendemos que respeitar as pessoas é pressuposto para termos um bom atendimento e proporcionar experiências felizes em nossas propriedades”.

O executivo fez essas declarações durante o painel “Como receber e entender as necessidades dos hóspedes LGBT?”, que integrou a programação do Fórum de Turismo LGBT do Brasil 2017, evento realizado hoje (terça, dia 13), em São Paulo, e foi mediado por Mariana Aldrigui, que é professora da USP e conselheira da WTM Latin America. O evento é uma iniciativa da revista ViaG e da Associação Brasileira de Turismo LGBT (ABTLGBT).

Questionado sobre qual o posicionamento dos hotéis da RCD quando algum hóspede tem uma postura desrespeitosa com o público LGBT, Leonel foi muito objetivo. “Realmente não há distinção em um caso de comportamento inadequado. Temos uma política que cabe para todos os hóspedes. As regras de diversão e posturas é igual para todos e nossa equipe de concierge está preparada a orienta-los de modo cordial e discreto, caso algo desse tipo aconteça. Mas vale lembrar que esse tipo de situação não é recorrente em nossos hotéis”, enfatiza.

Já em relação as estratégias para fidelizar o cliente LGBT, tendo em vista o crescimento de canais como o Airbnb, por exemplo, Leonel Reyes explica que a experiência dos hotéis Hard Rock é de alto valor agregado e não seria possível uma comparação com quem busca apenas uma cama para dormir. “Nossas instalações, amenidades, gastronomia e atendimento personalizado foram desenvolvidos de um modo tão especial que, automaticamente, garante o regresso do hóspede. Além disso, o ambiente dos nossos hotéis proporciona o convívio de pessoas de diferentes partes do mundo e nossos clientes gostam dessa interação. Estar em um Hard Rock é algo único”, finaliza.

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