LEGACY Hotels, dotted across SA and beyond its borders, strives to be an oasis of glamour, energy and beauty. They promise an international luxury experience, and rely on suppliers that value customer satisfaction to provide the goods to pamper their guests.
Their suppliers include a small enterprise, The Bespoke Amenities Company, which has firmly entrenched itself in the Legacy Hotel value chain.
The hotel group’s management says its secret to success is maintaining high levels of personalised service and luxury amenities that have defined the hotel group and created loyalty among its wealthy clientele.
To honour its pledges to its guests, the Legacy Group put its faith in Bespoke Amenities. The small manufacturing company was established in 2012, with the single vision of manufacturing hotel amenities in SA.
The company says its manufacturing facility is run to the strictest quality standards and it has invested heavily in skills to maintain this.
Bespoke founder Bruce Turner says it quickly became one of the preferred suppliers to large hotel groups.
"We are privileged to list groups like Legacy Hotels & Resorts and City Lodge as our customers," he says.
"At the same time, we cater for smaller establishments and guesthouses — our small pack sizes and our guesthouse packs means we have something for everyone. Our big group service ethic applies to our smallest customer as well."
Bespoke has an impressive catalogue of amenities including hotel gowns and slippers. The catalogue is among the most favoured in the local hospitality industry.
Legacy Hotels MD Paddy Brearley says customer experience is important for the group and the demands it makes of suppliers are set high to achieve this.
Bespoke is a fitting partner to support Legacy’s pursuit of its vision.
"Suppliers are key to us. If anything goes wrong with suppliers that means our guests’ experience will not be fine. It’s critical that our suppliers are on board. Everything must be right."
The Legacy Group has 23 hotels under its management across the continent and has been operating for the past two decades. The group has four-and five-star hotels, resorts and bush lodges under management.
Turner says the biggest asset and arsenal for Bespoke is service.
"What we have is high standards. What we have tried to do is give the best value possible — something our customers will be happy with."
...
MANUFACTURING guest amenities is a competitive industry; clients have a choice of many suppliers so service is the biggest differentiator. "We want to build an amenities company that is trusted in the market," Turner says.
Turner’s desire to succeed is fuelled by his belief in the country. "We manufacture in SA, nothing is more important for our economy than providing work for skilled employees."
He believes his management team has enough expertise to withstand industry pressures. Because Bespoke is an owner-managed company, "the buck stops with us both in terms of quality and delivery".
Bespoke Amenities has an in-house design team and a chemist on the staff. They are able to design and create any product required by their hospitality industry clients.
Brearley agrees with Turner’s philosophy of customer experience: "I certainly live by the guest experience. The magic moment for any guest is when they arrive at the front door of the hotel. We incorporated magic moments about three years ago, figuring out what is going to make a difference to the more discerning guests.
"It’s the small things that matter because people will always talk about them," says Turner.
This successful partnership is a response to the government’s urging of large companies to grow the economy, particularly through developing small enterprises. Small, medium and micro-enterprises are expected to create 90% of the jobs required to meet the National Development Plan’s objective of 11-million jobs by 2030.
In his budget, Finance Minister Nhanhla Nene allocated billions of rand to the Small Business Development Department for the upskilling of entrepreneurs. Nene said in his budget speech that this would help curb SA’s persistently high unemployment rate, of 24.1%, according to Statistics SA.
Legacy Hotels MD Paddy Brearley, pictured at the Michelangelo Hotel in Sandton on Monday, says customer experience is important for the group and the demands it makes of suppliers are set high to achieve this. Picture: FREDDY MAVUNDA
LEGACY Hotels, dotted across SA and beyond its borders, strives to be an oasis of glamour, energy and beauty. They promise an international luxury experience, and rely on suppliers that value customer satisfaction to provide the goods to pamper their guests.
Their suppliers include a small enterprise, The Bespoke Amenities Company, which has firmly entrenched itself in the Legacy Hotel value chain.
The hotel group’s management says its secret to success is maintaining high levels of personalised service and luxury amenities that have defined the hotel group and created loyalty among its wealthy clientele.
To honour its pledges to its guests, the Legacy Group put its faith in Bespoke Amenities. The small manufacturing company was established in 2012, with the single vision of manufacturing hotel amenities in SA.
The company says its manufacturing facility is run to the strictest quality standards and it has invested heavily in skills to maintain this.
Bespoke founder Bruce Turner says it quickly became one of the preferred suppliers to large hotel groups.
"We are privileged to list groups like Legacy Hotels & Resorts and City Lodge as our customers," he says.
"At the same time, we cater for smaller establishments and guesthouses — our small pack sizes and our guesthouse packs means we have something for everyone. Our big group service ethic applies to our smallest customer as well."
Bespoke has an impressive catalogue of amenities including hotel gowns and slippers. The catalogue is among the most favoured in the local hospitality industry.
Legacy Hotels MD Paddy Brearley says customer experience is important for the group and the demands it makes of suppliers are set high to achieve this.
Bespoke is a fitting partner to support Legacy’s pursuit of its vision.
"Suppliers are key to us. If anything goes wrong with suppliers that means our guests’ experience will not be fine. It’s critical that our suppliers are on board. Everything must be right."
The Legacy Group has 23 hotels under its management across the continent and has been operating for the past two decades. The group has four-and five-star hotels, resorts and bush lodges under management.
Turner says the biggest asset and arsenal for Bespoke is service.
"What we have is high standards. What we have tried to do is give the best value possible — something our customers will be happy with."
...
MANUFACTURING guest amenities is a competitive industry; clients have a choice of many suppliers so service is the biggest differentiator. "We want to build an amenities company that is trusted in the market," Turner says.
Turner’s desire to succeed is fuelled by his belief in the country. "We manufacture in SA, nothing is more important for our economy than providing work for skilled employees."
He believes his management team has enough expertise to withstand industry pressures. Because Bespoke is an owner-managed company, "the buck stops with us both in terms of quality and delivery".
Bespoke Amenities has an in-house design team and a chemist on the staff. They are able to design and create any product required by their hospitality industry clients.
Brearley agrees with Turner’s philosophy of customer experience: "I certainly live by the guest experience. The magic moment for any guest is when they arrive at the front door of the hotel. We incorporated magic moments about three years ago, figuring out what is going to make a difference to the more discerning guests.
"It’s the small things that matter because people will always talk about them," says Turner.
This successful partnership is a response to the government’s urging of large companies to grow the economy, particularly through developing small enterprises. Small, medium and micro-enterprises are expected to create 90% of the jobs required to meet the National Development Plan’s objective of 11-million jobs by 2030.
In his budget, Finance Minister Nhanhla Nene allocated billions of rand to the Small Business Development Department for the upskilling of entrepreneurs. Nene said in his budget speech that this would help curb SA’s persistently high unemployment rate, of 24.1%, according to Statistics SA.
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